Service Management Consultant

We are looking for the right individual to help support our ITIL Service Management capability across our i3works business.

Overview: We deliver measurable value for clients across defence, private and public sector environments. We have an extensive range of service capabilities and expertise provided by our best-in-class team which we are seeking to expand. We are looking for Service Management experts to deliver for our clients and help shape our capability offering across the i3Works business. The work will be varied, stretching and you will have the chance to shape decisions that will have significant strategic influence on the business and our clients’ businesses. You will lead, guide and influence stakeholders and teams using effective communication, and utilisation of your discipline to the agreed delivery strategy. This is an outward-facing role requiring effective leadership and stakeholder engagement together with well-developed collaborative working practices.

Role Purpose: Leveraging your expertise in Service Management and broader delivery disciplines, you will be responsible for contributing to the success of our clients by delivering expert services, enabling strategic change, developing strong client relationships, and becoming their trusted advisor. You’ll work across client environments to identify opportunities for service improvement, transformation and operational readiness.

Our ideal candidate brings a strong foundation in Service Management, complemented by experience in project delivery and stakeholder engagement. Key areas of expertise include:

• Designing and implementing ITSM and SIAM frameworks and governance
• Supporting live service as well as service readiness activities, including stakeholder alignment and go-live planning
• Data analysis and MI reporting, ideally with tools such as PowerBI and Tableau
• Managing ITIL change processes, ensuring smooth adoption and minimal disruption
• Proactive RAIDO management and risk mitigation strategies
• Familiarity with toolsets such as Jira Service Management, Remedy, and Agile delivery tools

Key Responsibilities:

• Support Service Management client projects, ensuring they are delivered on time, within scope, and to the highest quality standards.
• Support change activities, ensuring stakeholder alignment and readiness for go-live.
• Apply project management principles to coordinate delivery milestones, manage dependencies, and drive progress.
• Provide ITSM and SIAM guidance to ensure the design and delivery of effective solutions that align with client needs.
• Manage ITSM and SIAM governance in line with ITIL and other appropriate frameworks, ensuring compliance and operational excellence.
• Work collaboratively with clients and internal teams to ensure alignment and mutual understanding of project goals.
• Provide regular updates and progress reports to clients, maintaining transparency and trust.

Client Relationships and Business Development:

• Develop and maintain strong, trusting relationships with clients by understanding their needs and delivering tailored Service Management solutions.
• Promote i3Works' Service Management and wider capabilities during client engagements, demonstrating thought leadership and expertise.
• Seek out initiatives that drive business improvements and operational efficiency.
• Manage and extend professional networks across client and partner organisations to bring tangible benefit to the company.

Internal Workstreams:

• Actively contribute to internal projects that enhance delivery and operational performance.
• Support the development of junior team members through coaching, mentoring, and structured guidance.
• Identify personal learning opportunities and share knowledge to foster team growth and capability.

Experience and Qualifications:

• Ability to hold or currently holding SC/DV clearance.
• Experience delivering for Defence Sector, i.e. DE&S and Defence Digital.
• Experience delivering in Central Government, i.e. Home Office, HMRC and DEFRA.
• Experience in Service Management governance and familiarity with SIAM environments.
• Change management experience, including ITIL change processes and business change adoption.
• Specialist knowledge within one or more area of Service Management, with developing expertise across multiple ITSM and SIAM disciplines.
• ITIL Foundation Level qualified, with demonstrable experience applying ITSM and SIAM principles in live environments.

Role Location: This role is a full-time position (40 hours/5 days a week). Our consultants are expected to work in a hybrid environment, in accordance with our clients. We require our people to be within an easily commutable distance of our Bristol office and to be able to co-locate at our client locations, which are typically 50 miles of Bristol or along the M4 corridor. New clients are always coming on board, and we require our consultants to be able to work flexibly and wherever this work requires.

Our Core Values & Behaviours:

• Purposeful: Professionally Responsible - Builds and delivers professionalism to bring value to the organisation, stakeholders and peers. Driven to Deliver - Demonstrates determination, resourcefulness, and purpose to deliver the best results for and behalf of i3Works. Critical Thinker - Demonstrates the ability to analyse and understand data and information quickly. Uses information, insights and knowledge in a structured way to identify options, make recommendations and make robust, defendable decisions.
• Dynamic: Curious - Is future-focused, inquisitive, and open-minded; seeks out evolving and innovative ways to add value to the organization. Skilled Influencer - Demonstrates the ability to influence to gain the necessary commitment and support from diverse stakeholders in pursuit of organisation value.
• Supportive: Collaborative - Works effectively and inclusively with a range of people, both within and outside of the organisation. Role Model - Consistently leads by example. Acts impartiality and independently, balancing personal and organisation parameters.

Benefits at i3Works:

• Private healthcare/medical cover & Group life insurance
• Annual bonus scheme (dependent on personal and company performance)
• 25 days holiday plus bank holidays (increasing by 1 day per each calendar year, after your 3rd anniversary with the company– rising to a maximum of 30 days + bank holidays).
• Enhanced Reservist Leave – up to 10 days paid.
• Annual leave purchase scheme (up to 5 days per year)
• 5% company pension contribution
• £250.00 annual donation towards a charity or grassroots organisation of your choice
• Personal wellness benefit of £120.00 per month, access to unlimited 1-1 counselling support and a wealth of wellbeing and support resources
• Enhanced parental leave
• Electric car leasing salary sacrifice scheme
• Cycle to work scheme (save 25-39% on a bike and accessories)
• Paid qualifications for employees at all levels
• Internal Employee Networks, regular social events throughout the year and charity fundraising activities to get involved with if you wish.

At i3Works we are committed to creating a diverse and inclusive environment and strongly encourage you to apply. We ensure that all hiring decisions are made without regard to age, race, national origin, sex, disability, gender, gender identity, religion, or any other protected characteristics, and will treat all applications with the strictest confidence. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered. We wish you every success in your job search.