Service Consultant – Service Design, Transition & ServiceNow CSM
Contract: 6 Months
Start: ASAP
Rate: Up to £525 per day
Location: London or Leeds
IR35: Outside IR35
Security Clearance: NPPV3 Required
TRIA are supporting a specialist technology services organisation in the search for an experienced Service Consultant to join a high-profile programme delivering complex managed service solutions.
This is a hands-on role requiring a proactive, "roll-your-sleeves-up" approach. You'll play a key role in taking service operating models from concept through to implementation, ensuring new and enhanced services are fully operationally ready and successfully transitioned into support.
Working closely with Service Architects, Solution Architects, Project Managers, Professional Services teams and Operational stakeholders, you'll be responsible for designing, enabling and embedding service management capabilities that support the successful delivery of complex managed services.
Key Responsibilities
Service Design & Transition
- Support project and programme delivery teams throughout the service lifecycle.
- Conduct operational due diligence assessments and support transition planning activities.
- Design and implement service operating models for bespoke managed service solutions.
- Lead operational readiness activities and service transition into live support environments.
- Identify operational risks, dependencies and readiness requirements.
- Develop early life support plans, service acceptance criteria, test plans and test scripts.
- Coordinate and execute service acceptance testing.
- Ensure all operational prerequisites are completed prior to service handover.
Managed Services Development
- Design and implement support models across:
- WAN services
- LAN services
- WLAN services
- Third-party managed services
- Define operational processes, governance models, escalation paths and support responsibilities.
- Develop service management policies, procedures and standards.
- Contribute to ongoing service improvement initiatives.
ServiceNow CSM
- Define and configure ServiceNow Customer Service Management (CSM) capabilities to support new services.
- Configure and administer:
- Service Catalogue
- Workflows
- Entitlements
- Asset Management
- Configuration Items (CIs)
- Service Request Processes
- Support ServiceNow integrations within non-domain separated environments.
- Configure and maintain IT Asset Management (ITAM) functionality.
- Ensure tooling accurately reflects delivered service models and operational processes.
Documentation & Operational Readiness
- Produce high-quality operational documentation including:
- Service Descriptions
- Support Models
- Runbooks
- Operational Procedures
- Work Instructions
- Escalation Processes
- Knowledge Articles
- Develop and deliver training materials for operational teams.
- Facilitate operational readiness and service support training.
- Ensure documentation standards are consistently applied.
Governance & Compliance
- Define operational policies and procedures aligned to customer and business requirements.
- Support service readiness reviews and operational sign-off activities.
- Ensure services meet contractual, operational and governance obligations.
- Maintain audit-ready documentation and records.
Essential Experience
We're looking for candidates with strong experience across:
- Service Design, Service Transition and Operational Readiness.
- Implementing complex managed service solutions.
- Managed network services including WAN, LAN, WLAN and third-party providers.
- Service acceptance planning, testing and operational handover.
- Creating operational documentation, policies, procedures and training materials.
- Delivering operational readiness training and knowledge transfer.
- ServiceNow Customer Service Management (CSM) administration and configuration, including:
- Service Catalogue, Workflows, Entitlements, Asset Management, Configuration Item (CI) Management, Integrations, IT Asset Management (ITAM)
- Stakeholder management across technical and operational teams.
- Risk assessment, mitigation and process improvement.
Desirable Experience
- ITIL Foundation or higher.
- ServiceNow certifications.
- Relevant service management, project delivery or technology qualifications.
- Experience with platforms such as Juniper Mist and NinjaOne.
- Business Continuity and Disaster Recovery (BCDR).
- Service continuity planning and testing.
- Managed service governance, reporting and charging models.
About You
You will be a self-sufficient and collaborative consultant who thrives in fast-paced delivery environments. Strong communication skills, excellent attention to detail and the ability to work across multidisciplinary teams are essential.
If you're an experienced Service Consultant with a strong background in service transition, operational readiness and ServiceNow CSM, we'd love to hear from you.