Senior Consultant - ITSM

Job Titles:
IT, Telecomms and Communications
£60,000 to £65,000 per annum
Contract Type:


Leveraging technical services experience as well as in-depth knowledge of market demands, the Senior Consultant (SC), supports the definition of the Bell Integration Services offerings and partners with sales, delivery and clients to drive delivery procedures and support Bell Integration’s ability to achieve booking and revenue targets.

The SC is responsible for the high quality delivery of Consulting Services to our customers and works within a designated Practice area within the Delivery team

  • Ensure customer service delivery adheres to documented agreements and Statement of Works. Able to manage client relationships and build consensus and trust in Bell Integration delivery. Coach others on client agenda and customer ownership.
  • Support the Line of Business project related financial goals.
  • Ensure individual utilisation target on billable engagements for Bell Integration is achieved.
  • Ensure individual delivery responsibilities on billable engagements for Bell Integration is achieved.
  • Ensure team delivery responsibilities on billable engagements for Bell Integration are achieved, through ownership of the engagement.
  • Articulate the value of client services to solve customer problems.
  • Consulting Craft: Demonstrate proficiency within areas of subject matter expertise, written/verbal communication, presentation, facilitation, interviewing, and delivery. Serve effectively in project leadership roles on small, medium and large engagements. Follow project norms and guide others to achieve both individual and team-based goals.
  • Recognised internal expert within technical/functional areas; develop new techniques, processes and standards; track industry developments for new tools and techniques.
  • Identify efficiencies and anticipate/resolve potential problems within Line of Business and the customer. Design, perform and oversee key areas of analysis and technical decision-making. Guide overall technical/functional approach.
  • Proven delivery skills.
  • Strong service design capabilities
  • Ownership of engagement (leading the team).
  • Strong understanding of markets, opportunities and competitors, as well as business issues and challenges.
  • Understanding of the sales and delivery process.
  • Strong written and verbal communication skills – ability to deliver effective and persuasive presentations to Bell Integration customers and employees.
  • Excellent consulting and interpersonal skills; proven ability to influence and gain consensus.
  • Structured problem solving and analytical skills.
  • Collaborative working style encompassing all delivery disciplines.
  • Able to lead real and virtual teams to reach one common end goal.
  • Provide mentoring across the delivery team.
  • Ability and willingness to travel as required.


Key accountabilities:

Work with Business Analysts and Architects to understand requirements, as is and to be states and establish the design principles across end to end Service models.
Support Service Design activities with internal stakeholders, 3rd parties & suppliers and enterprise IT teams to establish and define how the service will be deployed
Produce Service & Process Design documentation to articulate how services will be deployed
Support wider service design community within Bell and partake in initiatives to improve Bell capabilities
Undertake assessments of existing Service Processes/Models and provide recommendations on service improvements
Core competencies, knowledge and experience:

Significant experience focused on quality, customer delivery and improving customer experience.
Results driven, with ability to develop relationships across an organisation.
In-depth process knowledge of service design, delivery planning, build and handover.
Analytical approach and ability to assimilate complex information quickly
Service Management, Service Design, Process Design & Service Transition experience
Experience in leading complex ITSM projects would be beneficial
Technical/professional qualifications:

Degree level qualification; or relevant experience.
ITIL v3 Certification - Practitioner, Intermediate or above.