CONSULTANT / SENIOR CONSULTANT – SERVICE MANAGEMENT

£45,000-£65,000 / Yearly bonus + Hybrid Working: Depending on experience. This is a key position within our business; we are looking for the right individual to help support our Service Management capability across our i3works business.

OVERVIEW

We deliver measurable value for clients across defence, private and public sector environments. We have an extensive range of service capabilities and expertise provided by our best-in-class team which we are seeking to expand. We are looking for Service Management experts to deliver for our clients and help shape our capability offering across the i3Works business.
The work will be varied, stretching and you will have the chance to shape decisions that will have significant strategic influence on the business and our clients’ businesses. You will lead, guide and influence stakeholders and teams using effective communication, and utilisation of your discipline to the agreed delivery strategy. This is an outward-facing role requiring effective leadership and stakeholder engagement together with well-developed collaborative working practices.

EXPERIENCE AND QUALIFICATIONS

• Ability to hold or currently holding SC/DV clearance.
• Previous consultancy experience in a similar role, ideally within Defence or Public Sector contexts.
• Experience in Service Management governance and familiarity with SIAM environments.
• Change management experience, including ITIL change processes and business change adoption.
• Specialist knowledge within one or more area of Service Management, with developing expertise across multiple ITSM and SIAM disciplines.
• ITIL Foundation Level qualified, with demonstrable experience applying ITSM and SIAM principles in live environments.

Our ideal candidate brings a strong foundation in Service Management, complemented by experience in project delivery, business change, and stakeholder engagement. Key areas of expertise include:

• Designing and implementing ITSM and SIAM frameworks and governance
• Supporting live service as well as service readiness activities, including stakeholder alignment and go-live planning
• Data analysis and MI reporting, ideally with tools such as PowerBI and Tableau
• Managing change processes (both ITIL and business change), ensuring smooth adoption and minimal disruption
• Proactive RAIDO management and risk mitigation strategies
• Familiarity with toolsets such as Jira Service Management, Remedy, and Agile delivery tool

ROLE PURPOSE

Leveraging your expertise in Service Management and broader delivery disciplines, you will be responsible for contributing to the success of our clients by delivering expert services, enabling strategic change, developing strong client relationships, and becoming their trusted advisor. You’ll work across client environments to identify opportunities for service improvement, transformation and operational readiness.

Our ideal candidate brings a strong foundation in Service Management, complemented by experience in project delivery, business change, and stakeholder engagement. Key areas of expertise include:

• Designing and implementing ITSM and SIAM frameworks and governance
• Supporting live service as well as service readiness activities, including stakeholder alignment and go-live planning
• Data analysis and MI reporting, ideally with tools such as PowerBI and Tableau
• Managing change processes (both ITIL and business change), ensuring smooth adoption and minimal disruption
• Proactive RAIDO management and risk mitigation strategies
• Familiarity with toolsets such as Jira Service Management, Remedy, and Agile delivery tools

Our consultants may be deployed across a variety of client engagements, from strategic service design and transition to operational delivery and change initiatives. We value adaptable professionals who can apply their Service Management expertise in diverse contexts.

KEY RESPONSIBILITIES

Delivery

• Lead on Service Management client projects, ensuring they are delivered on time, within scope, and to the highest quality standards.
• Lead or support change activities, ensuring stakeholder alignment and readiness for go-live.
• Apply project management principles to coordinate delivery milestones, manage dependencies, and drive progress
• Provide ITSM and SIAM guidance to ensure the design and delivery of effective solutions that align with client needs.
• Manage ITSM and SIAM governance in line with ITIL and other appropriate frameworks, ensuring compliance and operational excellence.
• Work collaboratively with clients and internal teams to ensure alignment and mutual understanding of project goals.
• Provide regular updates and progress reports to clients, maintaining transparency and trust.

Client Relationships and Business Development

• Develop and maintain strong, trusting relationships with clients by understanding their needs and delivering tailored Service Management solutions.
• Promote i3Works’ Service Management and wider capabilities during client engagements, demonstrating thought leadership and expertise.
• Seek out and take the lead on initiatives that drive business improvements and operational efficiency.
• Manage and extend professional networks across client and partner organisations to bring tangible benefit to the company.

Internal Workstreams

• Actively contribute to internal projects that enhance delivery and operational performance
• Support the development of junior team members through coaching, mentoring, and structured guidance.
• Identify personal learning opportunities and share knowledge to foster team growth and capability.

Ideal candidates will be able to demonstrate their expert knowledge and practical experience of delivery in marketing the organisation’s capabilities when required, including business development activities.

ROLE LOCATION

Our consultants are expected to work in a hybrid environment, in accordance with our clients. We require our people to be within an easily commutable distance of our Bristol office and to be able to co-locate at our client locations, which are typically 50 miles of Bristol or along the M4 corridor. New clients are always coming on board, and we require our consultants to be able to work flexibly and wherever this work requires.

Purposeful

• Professionally Responsible - Builds and delivers professionalism to bring value to the organisation, stakeholders and peers.
• Driven to Deliver - Demonstrates determination, resourcefulness, and purpose to deliver the best results for and behalf of i3Works.
• Critical Thinker - Demonstrates the ability to analyse and understand data and information quickly. Uses information, insights and knowledge in a structured way to identify options, make recommendations and make robust, defendable decisions