ITSM Consultant – Reading

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Role: ITSM Consultant

Type: Permanent

Location: Reading

Start date: As soon as possible

Salary: Dependant on experience

The Job:

Primary role is to deliver Pink Elephant’s consulting products and education services to IT professionals across all industry sectors.

You’ll need to have a strong mix of client-facing skills (managing workshops and presentations), passion for problem-solving and full life-cycle experience. Specific technology experience with regards to the deliverables isn’t necessary, but a reasonable level of understanding would be advantageous. You are required to be flexible in terms of work location and travel. If deployed at client site you should be geographically mobile and be prepared to work on-site anywhere in the UK.

Service Delivery

Delivery of specialised consulting services as assigned
Delivery of Pink Elephant portfolio of training courses
Delivery of presentations for Pink Elephant special events and conferences, and external vendor events
Establishes and maintains solid project management skills
Establishes and maintains solid presentation skills
Strives to be viewed as “part of the best consulting team” in the industry
Establishes and maintains a high degree of knowledge related to consultant’s guidelines for all products, ensuring all activities are completed according to Pink rules and standards
Prepares and submits required reports and forms according to company policies and standards
Influences others to buy into new ideas

Product Knowledge

Has in-depth knowledge of Service Management ITIL PRINCE2, and other frameworks such as COBIT DevOps etc,
Strives to establish and maintain “subject matter expertise”
Establishes and maintains in-depth knowledge of IT industry trends
Establishes and maintains in-depth knowledge of general management business trends and quality service principles; establishes and maintains in-depth knowledge of IT support tools and their overall effectiveness
Technical affinity and Interest in and understanding of Service Management technology

Customer Service

Build good and lasting relationships with clients at all levels in a business environment. Able to gain client trust and identify opportunities for adding further value to the client relationship. You maintain a flexible attitude to working in a multi-disciplinary environment
Helps to create loyal customers by being accurate, reliable, taking ownership, providing a high degree of specialised knowledge, and making sound recommendations and solutions
Acts as front line ambassador, representing the Company at customer sites, and occasionally at in-house and public workshops, and conferences
Contributes to a high level of customer service, satisfaction, and retention through representation and effectiveness of delivery
Demonstrates an understanding of the Company’s Code of Conduct and maintains a high level of professionalism in appearance and behaviour, acting as role model for others
Establishes and maintains a very good understanding of customers’ organisation structures, key IT issues and problems and is able to summarise and document this for the use of others

Business Acumen

Links role and results in other areas of the business, demonstrating a solid understanding of his/her contribution to the Company’s bottom line success
Establishes and demonstrates in-depth knowledge of our customers’ expectations and our competitor’s position in the marketplace
Makes recommendations for how to improve the overall effectiveness of Service Delivery with a view to maximise revenue and minimise costs

Product Development

Provides ongoing, meaningful feedback on all service and product offerings with the view to offer the highest quality consulting services in the industry
Takes a proactive approach to making recommendations for improvements to the current line up of services

Communication

Verbal: Incumbent will be required to possess strong speaking skills and the ability to explain complex concepts and models in a workshop environment. Occasionally, deliver presentations to the very large audience at conferences. Must also possess strong ability to facilitate group discussions/ questions during workshops.

Written: One-page weekly reports providing details of assignments. The development of instructional courseware, conference material, and presentation documents.

Education / Qualifications