Your new role
We are looking for a skilled ITSM Consultant with expertise in Incident, Monitoring, and Event Management to spearhead the design and implementation of these practices for a prestigious client. This position will focus on creating effective Event Plans, driving performance improvements, and developing a comprehensive Practice Roadmap. Your responsibilities include (but are not limited to):
- Define and communicate the overall mission of the practice, including its roadmap, goals, objectives, and service definitions to all stakeholders.
- Align, document, and maintain policies, processes, and procedures, ensuring regular reviews are conducted.
- Address and resolve any cross-functional issues that arise.
- Lead the development and agreement of relevant data models.
- Support and inform about the RFP process.
- Deliver an Enterprise Event Plan and Architecture.
- Promote the integration of automation and AI into operational processes.
- Focus specifically on Major Incident Management.
- Apply organisational design principles to Incident and Monitoring and Event Management.
- Ensure consistent service delivery across the organisation, integrating with other processes, systems, teams, and roles.
- Establish monitoring, measurement, and reporting systems for practice performance, presenting insights to senior management.
What you'll need to succeed
- ITIL Certification, foundation v3/v4 being a minimum
- Proven leadership experience in establishing an Incident and Monitoring and Event Management practice.
- Experience in fast-paced operational settings with evolving timelines and requirements.
- Familiarity with enterprise Service Management solutions and Event Management/Observability tooling, including AI/ML and automation integration.
- Experience with BMC Helix and ITSM toolsets/ticketing systems
What you'll get in return
- An initial 6-month contract with the opportunity for extension
- Hybrid working
- A competitive daily rate outside IR35
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
