Service Management Consultant
Core
Drive service governance, performance management, and improvement initiatives across internal and external service providers to ensure delivery against agreed service levels and business requirements.
Role type
Senior Service Management Consultant
Builds
Service frameworks, SLAs, performance dashboards, and transformation initiatives for internal and external partners
Domain
Shared Services / Operations Management / Service Governance
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Service governance, SLA negotiation, performance analysis, root cause investigation, strategic consulting, stakeholder management, process transformation, change management, data-driven decision making, executive presentation
Preferred skills
ITIL Foundation, Lean Six Sigma, Project Management (PMP/PRINCE2/Agile)
Technologies
None explicitly stated
Responsibilities
Lead development and review of Service Level Agreements (SLAs) and performance frameworks; Analyze service performance trends and develop executive-level dashboards; Lead cross-functional service improvement initiatives from business case to implementation; Challenge service providers on performance issues and drive corrective action plans; Provide strategic recommendations on service risks and capacity requirements
Seniority
Senior, hands-on IC with strategic influence