Service Excellence Consultant
Location: London o, Manchester
Salary: £47,000 - £61,000 + Benefits
Closing Date: 31/08/2017
Recent technology trends such as the adoption of Service-oriented architectures, infrastructure and software-as-a-service, network convergence and mobility mean that it is more important than ever for companies to run their IT as a service-oriented business responsible for helping, and support the creation of value across the organisation while delivering improvements in IT's flexibility, processing capability, data and storage management as well as cost variability.
New sourcing models, coupled with the acceptance and increased adoption of cloud computing as a viable and secure platform for IT service delivery, have also set the stage for even faster, more responsive and more cost-effective IT capabilities.
Together, these changes require CIOs to establish and operate a service organisation that can choreograph IT to respond to business opportunities as well as threats while driving the enterprise forward.
Accenture's IT Service Excellence team help clients improve every stage of the service lifecycle- from strategy and design through transition and operation as well as continual improvement. In addition to undertaking real-time assessment of the capability at each lifecycle stage, Accenture's IT Service Excellence team help clients ensure that appropriate service levels are optimised with key stakeholders have a transparent view on service delivery and operational cost. Our Service Excellence methodology is based on three key pillars that span each phase of the service lifecycle:
Providing guidance on how to design, develop and implement service management as a strategic asset while also helping client organisations fulfill the desired business outcomes associated with their service portfolios such as, cost reduction, operational effectiveness and distinctive performance. Service transformation includes key areas of cultural adoption, such as experiential learning, training, development and career paths, team and individual objectives, recognition and reward schemes, communications and other activities to win both hearts and minds.
Providing capabilities for process design, workflow simulation, procedural guides, job aids and ongoing process improvement (continual and episodic). Process excellence also includes designing, implementing and monitoring key internal metrics and process performance measures, delivering and assessing process training and defining key roles and responsibilities.
Providing capabilities for selecting, architecting and implementing and configuring commercial off-the-shelf service management tools and products, automating processes, establishing data and knowledge repositories and creating an integrated service excellence tools architecture
We are looking for Service Excellence Consultants with experience of transformational Service Management change, who have familiarity of ITIL or other industry standard Service Management Frameworks, and may have skills across a range of activities including the design of IT Service Management processes, ITSM tool configuration and implementations, delivery of consulting engagements to plan, design, build and implement service management capabilities and IT processes for our clients.
- Delivering Service Management transformation
- Driving IT process and ITSM tool assessment and requirements definition activities and devoping transition approaches
- Managing Service management, IT process and ITSM tool design activities
- Implementation of new processes and service management capabilities
- Configuration and implementation of ITSM tools and policies to support the processes and organisational structures
- Identifying opportunities for service management and data centre operations improvements based on benchmark data and conducting high-level cost benefit analysis
- Working on consulting projects across a variety of industry sectors