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Service Excellence Consultant

Job Location: London, Manchester

Job Number: 00371527


- Job description

Service Excellence Consultant
Location: London or Manchester
Travel:  60-80%
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:
Service transformation        
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.
Process excellence                
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.
Tool enablement                  
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.
Key Responsibilities:
  • Delivering Service Management transformation
  • Driving IT process and ITSM tool assessment and requirements definition activities and developing 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
Required Skills
  • Project experience in defining service strategy or experience in working in two or more Service Management process areas 
  • Ability to work creatively and analytically in a problem-solving environment taking business problems, existing processes and technology and translate these into service and process requirements
  • Project experience in performing process design, implementation, and configuration of ITSM tools
  • Experience with, BMC, HP, newScale, ServiceNow ,CA or other service management tool sets beneficial 
  • Previous relevant experience working within a team-oriented, consulting environment using Service Management processes and tools.
  • Excellent communication (written and oral) and interpersonal skills
  • Ideally, you will be degree educated to a 2:1 level·        
  • Service Management Industry Certification, ITIL v3 beneficial
As well as a highly competitive salary, Accenture offers a comprehensive package including 30 days holiday, 3 additional days for charitable work of your choice, an employee healthcare plan and a competitive pension scheme.
Accenture will be recruiting at the following levels, Analyst, Consultant, Manager, Senior Manager
Next steps...
If this sounds like the ideal role, career and company for you, click below to apply.
About Accenture
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at
Accenture Equal Opportunities Statement
Please note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

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