Job Description ITIL Implementation Consultant
Type: Fixed-term: 3 months (July-Sept)
Location: Hybrid: London + remote
Salary: Competitive
Start date: Immediate / as soon as possible
We are looking for an ITIL Implementation Consultant who will be responsible for designing, implementing and embedding practical, end-to-end IT Service Management processes.
You will work with process owners, operational teams, technology teams, ITSM tool specialists, data owners, reporting teams and project stakeholders to ensure that processes are usable, measurable, controlled and successfully implemented.
The successful candidate must be able to take a process from initial discovery through detailed design, tooling requirements, configuration support, testing, implementation and transition into business-as-usual operation. This is a hands-on implementation role, not an ITIL trainer, process theorist or purely advisory position.
Duties and Responsibilities
- Lead process discovery and assessment activities, reviewing current-state processes, systems, data, controls, pain points and improvement opportunities
- Translate business, operational, regulatory and audit requirements into clear process, data, reporting and ITSM tool requirements
- Design practical end-to-end ITSM processes aligned to ITIL principles, including process flows, roles and responsibilities, RACIs, controls, approvals, escalations and governance arrangements
- Define ITSM platform requirements including forms, fields, workflows, statuses, queues, routing rules, approvals, notifications, automation, integrations and audit evidence
- Define process data requirements, mandatory fields, data ownership, validation rules, authoritative sources, reporting measures, dashboards and management information
- Plan and facilitate structured discovery, design and validation workshops with operational, technical, business, security, risk, compliance and supplier stakeholders
- Develop user stories, acceptance criteria, functional requirements, configuration specifications, test scenarios, scripts and expected results
- Support system testing, process testing, UAT, operational readiness testing, pilots and process walkthroughs, managing defects and design changes through to resolution
- Support implementation, go-live, hypercare and handover into business-as-usual ownership, ensuring documentation, controls, reporting and governance are complete
- Produce clear, implementation-ready documentation including process maps, procedures, work instructions, RACIs, requirements documents, control matrices and testing documentation
Experience and Skills Required
- Significant experience designing and implementing ITSM processes in complex organisations, taking processes from discovery through design, tooling, testing, implementation and BAU transition
- Practical experience working with ITSM platforms such as ServiceNow, Freshservice, HaloITSM, BMC Helix, Ivanti or equivalent
- Strong ability to translate approved process designs into detailed functional, configuration, data, integration and reporting requirements
- Strong practical knowledge of ITIL and the interaction of ITSM practices within an integrated service management operating model
- Experience defining process objectives, controls, KPIs, dashboards, management information and audit evidence requirements
- Excellent workshop facilitation, stakeholder engagement, communication and presentation skills, with confidence challenging unclear or overly complex requirements
- Experience producing professional process, requirements, testing and implementation documentation suitable for operational, technical, governance and senior audiences
- Experience developing and executing process testing, UAT and operational readiness testing, including standard scenarios, exceptions, escalations, integrations and approvals
- Able to manage multiple deliverables, risks, issues, dependencies, actions and milestones within structured projects or transformation programmes
- Pragmatic, delivery-focused and accountable, with strong attention to detail and the ability to balance governance, control and operational usability
- ITIL 4 Foundation certification is essential; advanced ITIL, project management, business analysis, process improvement or ITSM platform certifications are desirable
Processes in Scope
The consultant may be required to design and implement processes across a range of ITSM practices, including Incident Management, Major Incident Management, Service Request Management, Problem Management, Change Enablement, Release Management, Deployment Management, Knowledge Management, Service Configuration Management, IT Asset Management, Service Catalogue Management, Service Level Management, Monitoring and Event Management, Access Request Management, Joiner, Mover and Leaver processes, Continual Improvement, and supplier and third-party service management.
This is an excellent opportunity to contribute to meaningful business and technology change. If you are confident in gathering requirements, analysing processes, and supporting delivery, we encourage you to apply.
Pink Elephant is a global Service Management specialist helping organisations accelerate their implementation of Service Management best practices through our training, consultancy, IT Support and ITSM technology services. Our ITSM solutions support our clients with their end-to-end (Enterprise) Service Management initiatives by connecting People, Processes and Technology.
Work Location: Hybrid remote in London
