IT Service Management Consultant

1 week ago

Johannesburg, South Africa Pink Elephant Full time

JOB TITLE - IT SERVICE MANAGEMENT CONSULTANT

An exciting opportunity has arisen for an ITSM Consultant position within Pink Elephant. The key purpose of the role is the delivery of the extensive Pink Elephant portfolio of consulting services. We are looking for a confident and experienced individual who is up to date on the latest service management methodologies, in particular ITIL.
You will be working to deliver our consultancy and education services, bringing to bear your service management expertise.

PRIMARY ROLE:

- Advises and influences clients, delivering solutions that achieve success for all parties across multiple IT management best practice and governance frameworks.
- Enhances the credibility of Pink Elephant through thought leadership and industry recognition.
- Ability to create / develop solutions to meet client needs.
- Actively supports the Pink Elephant corporate strategy i.e. through the delivery of education / consultancy excellence providing opportunities for other Pink Elephant business units.
- Delivering chargeable education / consultancy in line with Pink Elephant and client requirements.
- Provides workshop facilitation for clients Senior Management team(s).
- Provides a mixture of chargeable education / consultancy, research and development, pre-sales support and management activity.
- Ensure that customer defined, and agreed service level standards are met, and that relationships with Pink Elephant customers are developed and nurtured to their full potential.
- Responsible for creating and leading the strategic deployment of best practice within a client engagement focused on the strategic level of business processes and procedures.
- Relationship management and client co-ordination at numerous operational levels within the client’s organisation
- Specific product / service line responsibilities for example, ownership of Assessment services, Technical associated Services, or business-related Services (cultural change) or education services / product lines
- Ensuring success of personal and team targets by identification and management of opportunities with new and existing clients
- Negotiating and influencing at a strategic and tactical level (both externally and internally)
- Working to tight deadlines so as to meet objectives of Pink Elephant and its Clients.
- Provision of pre-sale support and the production of solutions / proposals
- Presentation of operational, process and procedural recommendations and solution
- Executive Management workshop facilitation / delivery
- Assisting clients to develop clear strategic plans to address people, process and technology issues associated with relevant Pink Elephant engagements

KEY IMPACT AREAS:
Client Satisfaction
- Excellence in Customer Service
- Excellence in quality of deliverables
- Clear demonstrable understanding of the Clients business and requirements
- Excellent punctuality and attendance
- Positive feedback from clients and colleagues
- Generation of follow-on opportunities through delivery of quality products
- Client agreement on production of case study material based on the Pink Elephant deliverables
- Creation of reference site status

Contribution
- Innovative approach to clients’ requirements
- Ability to articulate the Pink Elephant proposition to clients and internal staff.
- Achievement of target utilisation for billable and development activities (main review objectives)
- Ownership of education / consultancy “products and service lines”
- Sales support and internal project activities
- Growth of new and existing business through client meetings and the development of new business propositions
- Stimulate and develop “team spirit” within education / consultancy.
- Presents at industry events and contributes to press articles (demonstrating thought leadership)
- Highly flexible in terms of role and job requirements
- High degree of mobility

People
- Developing and maintaining relationships with clients, colleagues and third parties
- Maintains, develops, and grows an active “network” of contacts.
- Effectively utilise the support infrastructure within the education / consultancy team to make the most of shared experience, knowledge and understanding
- Managing by example, leadership, coaching and mentoring
- Respected and accepted by team members.
- Clearly recognised within Pink Elephant (as a minimum by all the sales staff)

Knowledge
- Degree or equivalent
- IT Service Management Certification/s
- Project Management
- Ability to travel - essential.
- Excellent communication skills both written and verbal.

**Job Types**: Full-time, Permanent

**Education**:

- Bachelors (preferred)

**Experience**:

- IT Service Management: 5 years (preferred)
- Project Management: 5 years (preferred)

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