About ITSX

ITSX is a leader in strategic IT spend management, offering expert services in Software Asset Management (SAM), FinOps, and Commercial Advisory. We work alongside clients as trusted partners, enabling them to make smarter technology investments, control compliance risk, and realise measurable value.

 

Our strength lies in our ability to combine deep technical delivery with strategic advisory. We believe in fostering “one team” relationships—guiding, mentoring, and working collaboratively to uplift our clients' internal capabilities.

 

The Role

The ITIL Consultant will contribute to the design, documentation, and implementation of IT Service Management processes and services across multiple client engagements. The role covers both process development (aligned to ITIL v4 and CMMI standards) and service transition, ensuring that new and existing services are delivered into live operation effectively and sustainably. 

Key Responsibilities 

• Work with senior consultants and stakeholders to capture requirements for new or updated ITSM processes and services. 
• Develop high-quality artefacts, including workflows, SOPs, RACI charts, service acceptance criteria, and readiness documentation. 
• Support service transition activities, ensuring smooth handover of new or changed services into live operation. 
• Contribute to end-user and EUC analysis (persona development, surveys, interviews, and data analysis) to inform process and service design. 
• Prepare training materials, user guides, and support packs to drive adoption of new processes. 
• Support governance forums by producing reports, dashboards, and documentation for decision-making. 
• Track risks, issues, and dependencies, escalating where appropriate. 
• Assist in tool alignment and configuration activities (e.g. ServiceNow, Jira, or other ITSM platforms). 
• Maintain version control and quality standards for all deliverables. 
• Contribute to continuous improvement initiatives and maturity assessments (e.g. CMMI, ISO20000). 

Essential Skills & Experience 

• 5+ years' experience in IT Service Management, process design, or service transition. 
• ITIL v4 Foundation certification (minimum). 
• Strong documentation and analysis skills; proficient in MS Visio, PowerPoint, and Excel. 
• Knowledge of core ITSM processes (Incident, Problem, Change, Configuration). 
• Strong communication and stakeholder engagement skills. 

 

Desirable 

• Experience supporting process maturity assessments (CMMI, ISO20000). 
• Familiarity with EUC technologies (O365, VDI, SaaS, DaaS). 
• Experience in developing training or knowledge transfer materials. 
• Exposure to cloud environments (AWS, Azure) and ITSM tooling (ServiceNow, Remedy, Jira Service Management). 

 

Clearance Level: UK-GOV Security Clearance (SC) 

Elevate your career as an ITIL Consulstant, where your expertise, leadership, and client focus will drive successful ITAM initiatives and lasting business value. 

 Apply today