ITSM Consultant- Energy Client experience required

Job Title: ITSM Consultant- Energy Client experience required

Location: Hybrid London (3 days a week onsite)

Duration: 6-9 months

600GBP/Day Inside IR35

Role Overview

We are looking for an experienced ITSM Consultant to support an Energy Client with a number of key IT Service Management improvements and Service Design & Transition activities.

The consultant will take a hands‑on role in designing, implementing and embedding ITSM capabilities across BC/DR, Knowledge Management, Service Request Management, CMDB, ServiceNow, AI/Automation and Service Transition.

The role will work closely with Service Management, Technology, Architecture, Programme teams and suppliers to make sure new processes and capabilities are properly designed, implemented, documented and successfully handed over into BAU.

Key Responsibilities

• Lead the implementation of key ITSM improvement workstreams from planning through to BAU handover.
• Review and improve Business Continuity and Disaster Recovery (BC/DR) processes, including recovery requirements, dependencies, ownership, testing and evidence.
• Design and implement a structured Knowledge Management framework within ServiceNow, covering ownership, lifecycle, quality, taxonomy and governance.
• Identify practical AI and automation opportunities across Service Management, including ticket triage, categorisation, routing, knowledge recommendations, summarisation and reporting.
• Design and implement Service Request Management in ServiceNow, including service catalogue, request models, approvals, workflows, SLAs, ownership and reporting.
• Own the end‑to‑end CMDB implementation, including CI classes, data model, ownership, relationships, data standards, reconciliation, data quality and governance.
• Lead the Hornbill to ServiceNow migration, covering discovery, data and process assessment, target solution, migration approach, testing, reconciliation, cutover and operational readiness.
• Provide Service Design and Service Transition support for new and existing services moving into BAU.
• Work with programme and technology teams to ensure support models, roles, ServiceNow requirements, monitoring, knowledge and Incident/Problem/Change processes are defined before go‑live.
• Identify and manage operational readiness gaps, risks, dependencies and supplier requirements.
• Ensure new ITSM capabilities integrate effectively with Incident, Major Incident, Problem, Change, Release and Service Transition processes.
• Support the development of a multi‑supplier SIAM operating model.
• Produce process documentation, RACI, work instructions, training materials, controls and operational handover packs.
• Maintain delivery plans, milestones, risks, dependencies and key decisions across the assigned workstreams.
• Work with ServiceNow teams, Architecture, Security, Technology, suppliers and business stakeholders to deliver agreed outcomes.
• Provide regular updates on progress, risks, decisions, deliverables and benefits to Service Management leadership.
• Ensure all solutions follow ITIL good practice, ServiceNow governance, security/data requirements and internal standards.
• The successful consultant will be expected to deliver tangible outcomes, including:
• Operational CMDB foundation with appropriate data, ownership and governance.
• Successful planning and execution of the Hornbill to ServiceNow migration.
• Implemented Service Request Management capability in ServiceNow.
• Improved Knowledge Management processes and controls.
• Practical and controlled AI/automation use cases across ITSM.
• Improved Business Continuity and Disaster Recovery arrangements.
• Strong Service Design & Transition support for new services.
• Clear operational ownership and successful BAU handover.
• Complete documentation, governance and acceptance records for delivered capabilities.
• Strong experience working as an ITSM Consultant / IT Service Management Consultant.
• Strong hands‑on experience with ServiceNow.
• Proven experience implementing or improving CMDB capabilities.
• Experience with Service Request Management and Service Catalogue implementation.
• Strong understanding of ITIL processes and IT Service Management best practice.
• Experience in Service Design and Service Transition.
• Experience working on ITSM tool migrations, ideally Hornbill to ServiceNow or similar.
• Experience with Knowledge Management within ServiceNow or another ITSM platform.
• Good understanding of BC/DR and service continuity.
• Experience identifying and implementing AI/workflow automation within IT Service Management.
• Experience working within multi‑supplier / SIAM environments.
• Strong stakeholder and supplier management skills.
• Ability to take ownership of workstreams and deliver practical outcomes through to BAU.
• Strong documentation, governance and reporting skills.
• Previous experience within the Energy / Utilities sector.
• Experience working with large or complex enterprise ServiceNow environments.
• Experience with ServiceNow Discovery, integrations and service mapping.
• Experience supporting technology programmes through operational readiness and go‑live.
• Knowledge of continual service improvement and ITSM governance.

Ideal Candidate

The ideal candidate will be a hands‑on ITSM professional who can take ownership of multiple workstreams, work confidently with technical and business stakeholders, and turn ITSM requirements into practical processes and ServiceNow solutions.

They should be comfortable working across CMDB, ServiceNow, Service Request Management, Knowledge Management, Service Transition, BC/DR and automation, while ensuring everything is properly documented and embedded into BAU.

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