IT Service Design Consultant

We’re supporting a global software distribution business that is undergoing a critical transformation of its IT service operations.

The environment is currently fragile, with a high volume of Priority 1 incidents and operational instability — largely due to rapid growth and the absence of formal service design as new applications and systems were introduced.

This role is not about producing theoretical designs that sit on a shelf.

We need an experienced IT Service Design Consultant who can assess, stabilise, design, and implement practical improvements end-to-end.

You’ll work closely with Infrastructure & Operations leadership to deliver immediate operational improvements while defining a scalable roadmap toward a more mature IT service management capability.

Key Priorities

✅ Deliver rapid “patch & fix” operational wins within the first 6 weeks

✅ Define a pragmatic future-state service design roadmap

✅ Improve change management processes and communication clarity

✅ Reduce operational exposure and create stability during transition

✅ Introduce practical ITIL-aligned processes without over-engineering the environment

What We’re Looking For

• Strong experience in IT Service Design and ITSM transformation

• Hands-on delivery mindset — not just strategy and documentation

• Deep understanding of ITIL 4 principles and service transition

• Experience improving incident, change, and operational processes

• Ability to work within complex or unstable environments

• Excellent stakeholder management and communication skills

• Knowledge of software distribution, licensing, or software services environments would be highly beneficial

Core Experience Areas

• Service architecture and operating model design

• Service blueprinting and process mapping

• Change and transition management

• Capacity, risk, and service continuity planning

• SLA alignment and operational governance

• Infrastructure resilience and operational stability