[Hiring] ITSM Consultant @Planit

Role Description

The ideal candidate is self-directed, accountable and commercially aware, with the ability to manage their own workload, work independently and build effective relationships across Service Desk, technical teams, suppliers and customer stakeholders. They should be comfortable challenging poor operational practices, negotiating ownership and actions, and driving incident, problem and knowledge activities through to measurable service outcomes.

Qualifications

• At least 5-6 years’ experience in overseeing the delivery of IT services in a managed service environment or large government agency.
• Recent experience in a similar IT Service Management role, preferably within a managed services or outsourcing environment, with practical responsibility for Incident, Problem and Knowledge Management.
• Formal ITIL qualification.
• Relevant industry experience.
• Baseline Security Clearance required.

Requirements

• Strong ability to work independently, manage competing priorities, meet deadlines and take ownership of service management activities without continual direction or follow-up.
• Strong stakeholder management, facilitation and influencing skills, with the ability to work constructively across Service Desk, resolver groups, application and infrastructure teams, vendors and customers, including negotiating ownership and resolving conflicting priorities.
• Strong understanding of Incident Management, including lifecycle ownership, priority and impact assessment, escalation, aged incidents, reassignment, Major Incident follow-up and SLA performance.
• Ability to analyse incident trends, recurring issues and service degradation to identify risks, improvement opportunities and candidates for Problem Management.
• Strong understanding of proactive and reactive Problem Management, with experience coordinating Root Cause Analysis and driving technical teams to provide timely, evidence-based outcomes.
• Practical experience with RCA techniques including 5 Whys, Ishikawa / Cause and Effect Analysis, Kepner-Tregoe and other structured causal analysis methods.
• Experience managing Problems through investigation, Known Error and workaround identification, remediation, change implementation and closure, including preparation of RCA and Problem Reports for operational and senior stakeholders.
• Strong understanding of Knowledge Management, including knowledge capture, article creation and review, quality control, lifecycle management and identification of knowledge gaps arising from Incident and Problem Management.
• Ability to identify opportunities for shift-left, self-service and knowledge reuse to improve first-contact resolution, reduce avoidable escalation and strengthen service resilience.
• Experience developing and analysing ITSM metrics, trends and operational reporting, including SLTs, SLAs, OLAs, CSFs and KPIs, to identify service risks, recurring themes and continuous improvement opportunities.
• Strong analytical, problem-solving and communication skills, with the ability to facilitate Incident reviews, Problem investigations and RCA workshops and clearly communicate outcomes to technical and non-technical stakeholders.
• Strong understanding of the relationship between Incident, Problem, Knowledge and Change Enablement, including appropriate hand-offs, traceability, governance and supporting evidence.
• Experience maintaining accurate and auditable ITSM records, with the ability to recognise operational risk, escalate appropriately and maintain service integrity and operational control.
• High-level working knowledge of infrastructure, cloud, applications and end-user computing technologies, together with experience using enterprise ITSM platforms such as ServiceNow or equivalent.

Benefits

• Deliver tangible business impact through operational excellence.
• Work with cutting-edge tools and AI-enabled platforms.
• Be part of a high-performing, client-obsessed team that values growth and innovation.