Information Technology Service Management Consultant

Part-time (22.5 hours/Week) – Cambridge (Remote)

Work type: Remote (For work meetings and other interactions, it is occasionally needed that you are in the Cambridge office upon request)

Our Client is seeking continuous consultancy support for the final phase of its IT Service Management (ITSM) project, which has made significant progress in modernising its ITSM system, with several key milestones already achieved, including:

• Defining ITIL-based ITSM processes.
• Procurement and implementation of the new ITSM system (Ivanti).
• Migration of the Digital Service Team from OTRS to Ivanti’s Neurons.
• Implementation planning for the full system rollout.

Migration of all teams (except three teams) is scheduled for 4th April 2025. However, the migration of the final three teams is planned between May - July 2025, while the current ITSM & ITIL Specialist’s contract ends on 30th April 2025. To ensure a smooth transition, our Client requires continued consultancy support to:

• Manage and oversee the final migration phases.
• Ensure a smooth transition of remaining teams to the new ITSM system.
• Support the transition of operations to newly developed ITIL processes.
• Provide expertise in ITIL and ITSM best practices to refine processes.
• Enhance automation and optimise system utilisation beyond the initial deployment.
• Minimise disruptions and ensure operational stability post-migration.

The selected provider will play a critical role in the successful completion of the ITSM transition, ensuring the system’s full adoption, minimising disruptions, and maximising operational efficiency across the organisation.

ITSM Consultant:

Our Client expects the candidate to:

• Take responsibility for overseeing and managing the final migration phases, ensuring that the remaining teams transition to the Ivanti ITSM system smoothly and without disruption.
• Provide expert guidance on ITIL-based processes, helping to refine and optimise service management processes.
• Collaborate with the vendor to implement necessary configurations and optimisations tailored to our Client’s specific needs.
• Ensure integration of the ITSM system with existing infrastructure and tools for operational efficiency.
• Provide training and knowledge transfer sessions to the internal team for post-implementation management.
• Deliver comprehensive project management, coordinating all activities and ensuring timely completion in alignment with the project schedule.
• Communicate progress, risks, issues, and milestones regularly to stakeholders and document any challenges or deviations during the migration process.

The scope of the assignment includes the final migration of teams to the Ivanti ITSM system, process optimisation, integration, and training. The scope does not include earlier phases of the ITSM system implementation or any work related to infrastructure changes beyond system integration.

The supplier is expected to deliver a fully transitioned ITSM system by the deadline of June 30, 2025, with regular updates and final documentation provided before and after this migration.

Job Requirements:

• Proven experience in ITSM/ITIL consultancy, ideally with the Ivanti ITSM system.
• Strong understanding of ITIL-based processes and the ability to effectively apply these processes to an organisation.
• Experience in managing complex ITSM transformations, particularly those involving process and system changes.
• Excellent communication skills, including the ability to influence senior stakeholders and provide clear guidance.
• Demonstrated ability to manage large-scale IT service management transitions, from configuration and integration to training and post-implementation support.
• Previous experience working with service management frameworks, including the development and implementation of IT processes aligned with best practices.
• Ability to meet deadlines and ensure the final migration is completed without disruptions by the target date of July 31, 2025.
• Experience working with the Research & Education community, ideally with organisations similar to NRENs (National Research and Education Networks).

Seniority level

Not Applicable

Employment type

Part-time

Job function

Information Technology and Engineering

Industries

Software Development