Engagement Consultant

Job Titles:
HR and Training, IT, Telecomms and Communications
£40,000 to £45,000 per annum
Extensive: Medical, Dental, Pension, Gym, Bonus, Much more
Contract Type:


Job Title: Engagement Consultant
Office: London

Function/Practice Group Information Systems and Strategy

Job Description

The Engagement Consultant is the regular point of contact for the customer once a requirement has been captured. They are the linchpin to the delivery of a quality, informed customer experience through all stages of the “engagement” journey.

The Engagement Consultants will work closely with the Engagement Manager and customer to understand requirements needs so that they:

  • Proactively provide ideas to customers to help derive greater business benefit from the use of existing and new technologies
  • Provide an initial assessment on the viability and scale of specific customer requirements
  • Develop awareness of how the incumbent technology is used in the Practice/functions
  • Collaborating with both customers and ISS colleagues they take ownership for customer requirement throughout the pre-project phase.

This includes activity to:

  • Gather and agree customer requirements
  • Develop and deliver a draft business case with an accurate budgetary estimate, demonstrating benefits and risks
  • Ensure customers are aware of the process and their role
  • The Engagement Consultant continues their involvement with and for the customer during the requirement development and delivery stages and finally to help realise the full benefit of the delivered solution.

Key Dimensions

The Engagement Consultant will be strongly delivery and communication focused.

The Engagement Consultant will have and maintain:

  • An in-depth understanding of the priorities, challenges, general processes and business needs of Practice/Function customers
  • A thorough understanding of the technology used by the Practice/Function
  • A current understanding of technology trends and their application within the legal sector
  • The Engagement Consultant combines their knowledge and understanding of these areas to manage customer expectations on behalf of ISS and also to actively champion the ‘voice of the customer’ within ISS.

Excellent communications skills – written and oral - are essential to ensure that all communications are framed in the appropriate language for both IT-literate and business audiences. The ability to plan, manage and review activities with minimal supervision will also be a pre-requisite.

Confident interpersonal skills will enable the Engagement Consultant to rapidly demonstrate skills, knowledge and experience to build relationships and confidence with customers at all levels of the firm.

Key responsibilities and challenges


  1. Maintain and demonstrate a strong customer orientation and delivery focus helping ISS to deliver a consistent customer experience.
  2. Develop good working relationships at all levels within the Practice and Business stakeholder community as well as with ISS colleagues in Strategy & Planning, Solutions Delivery and Service Delivery.
  3. Deliver excellent, timely and relevant communications to the Practice/business customer to manage their expectations. Communicate customer needs and priorities to shape ISS delivery and decision making.
  4. Identify opportunities for the department to introduce IT solutions to assist the legal practice in its primary goals.
  5. Coach/mentor junior team members, specifically motivating communication and innovation behaviours.
  6. Process/Expert

Undertake detailed analysis of business practices, carry out requirements analysis and develop draft business cases for the introduction of business-facing technology solutions. Produce a high standard of documentation to present these to both the customer and ISS teams.
Maintain a strong knowledge of the systems, applications and infrastructure – and share these with customers and ISS colleagues.

Skills/ Experience/ Qualifications Required

Essential: London based
Desirable: Flexibility to travel throughout Europe, Asia and the Americas as required.


Strong communication skills and a positive presenter.
Experience of building and maintaining effective working relationships at all levels.
Strong analytical skills.
The ability to plan, manage and deliver across the engagement journey will be essential.
Display an eagerness for change and continuous improvement. Must display strong ownership for own workload.
The ability to plan, manage and review activities efficiently will be essential.
Creative and open to new ideas and initiatives.

Education / Qualification

University Graduate calibre

Practical Experience

Experience / knowledge of the legal sector and associated technology trends.
Understanding of the techniques of system development and service management disciplines.
Understanding of the core concepts and key principles of system architectures.

Office Skills

Microsoft Office suite plus must be a user of a planning tool such as MS Project and modeling tools such as Visio.

Commercial Skills

Understanding of the business relevance of software systems.
Appreciation of cultural differences and styles.