Operational Readiness Consultant

Job Summary

The Operational Readiness Consultant will lead the delivery of ITSM advisory, transformation, and transition-to-run projects across various client engagements. This role is crucial for delivering operational excellence and supporting sales efforts, working directly with clients to optimize their IT Service Management processes and tools, including cloud-based solutions, automation, AIOps, and service management platforms like ServiceNow. The ITSM Manager will also contribute to business development efforts by providing guidance in solution architecture, IT operations, and transformation initiatives.

Key Responsibilities

• Service Delivery: Lead ITSM engagements: Manage projects focused on ITSM process improvement, advisory, and transformation services for clients across industries, ensuring high-quality delivery aligned with ITIL best practices.
• Cloud and IT Operations Management: Implement and optimize cloud-based ITSM tools, leveraging automation and AIOps (Artificial Intelligence for IT Operations) for enhanced operational efficiency.
• Tooling: Lead a team of developers to ensure expected outcomes are delivered on time and budget.
• IT Operations: Collaborate with client IT teams to ensure effective IT operations, focusing on automation, proactive monitoring, and incident/problem management.
• Service Transition: Manage service transition projects, ensuring smooth handover from transformation phases to operational readiness.
• Customer Relationship Management: Build strong client relationships, ensuring effective communication and client satisfaction throughout engagements.
• Sales Support: Pre-Sales and Solution Design: Support business development and sales teams by providing expertise in ITSM solutions during pre-sales activities. This includes crafting solution proposals, responding to RFPs, and delivering client presentations.
• Advisory Services: Deliver advice to clients on improving their IT Service Management maturity, aligning their IT operations with business objectives.
• Market Trends and Offerings: Stay updated with market trends, new tools, and best practices, advising clients on digital transformation and operational strategies.
• Team Leadership and Development: Lead and mentor junior ITSM consultants, helping them grow their skills in ITSM, ServiceNow, cloud tools, and automation.
• Knowledge Sharing: Create and deliver knowledge management assets such as case studies, white papers, and process documentation to support client engagements and business growth.