Profile

This demanding player / lead role requires a focused,  self- motivated and people centred individual who is capable of working both as part of a team and independently with a range of medium and blue -chip companies around the world on their IT service improvement projects, providing Professional services consultancy, advice and guidance on IT Service Management, the Antal Client's ITSM software products and related services. The person is required to work at all business levels from senior executives to operational staff. Responsible for maintaining strong relationships with internal and external customers, you will focus on managing projects and resources, tracking and improving metrics and leading an excellent service delivery team to provide maximum customer satisfaction.

Assisting with the definition and creation of PSO process, policies and practice along with team coordination to ensure the success of the delivery of projects.

Work Activities

The role is responsible for generating and identifying business opportunities and revenue streams for both Professional Services and the Antal Client's ITSM Software product range.

To lead, coordinate and collaborate with other consults and staff on projects.

• Development and Management of project plans.
• Plan, schedule and agree project deadlines and milestones in conjunction with other managers (e.g. Support & Development).
• Assist customers in developing service improvement plans, policies, processes and related procedures.
• Liaise with customers and directors.Provide consultancy services, advice and guidance to customers on ITSM, products and related services.
• Build and maintain relationships within customer organisations at both management and operational levels.
• Maintaining a close relationship with customer account management and sales on business opportunities and potential risks.
• Ensure customers are effectively exploiting their current investment in solutions to improve service within their own business.
• Contribute to the ongoing development and enhancement of service offerings, training courses and related materials.
•  Provide intellectual input into the development of ITSM software solutions.
• Liaise with other team members in sales, administration, project management, account management and Professional Services.
• Assist, when required, in attending any conferences, seminars, workshops or sales events.

Detailed duties:

To maintain the highest level expertise in IT Service Management and related disciplines. Specifically ITIL and ISO/IEC 20000.

Become an expert in the full usage and understanding of the systems, related functions and services.

Assist in retaining and maintaining its formal ISO/IEC 20000 accreditation and ongoing service improvement plans.

1. Work with staff on the correction and improvement of ISO/IEC 20000 areas identified for improvement by auditors
2. Work in-conjunction with auditors on ISO/IEC 20000 related items, including Audit reviews.
3. Produce project plans, site visit reports and presentations detailing project progress discussions, customer concerns, needs, agreed actions etc.
4. Update related project plans and produce reports detailing outcomes of previously agreed actions.
5. Cost effectively plan, optimise and schedule customer visits during project and consultancy implementations.

Project Responsibilities & Duties:

1. Participate in eliciting customer requirements using interviews, document analysis, requirements workshops, site visits, web sessions, business process descriptions, use cases, scenarios, event lists, business analysis, competitive, task and workflow analysis, and/or viewpoints.
2. Write requirements specifications according to standard project plans, using natural language simply, clearly, unambiguously, and concisely.
3. Assist in decomposing high-level business and user requirements into functional requirements, specified in an appropriate level of detail suitable for use by those who must base their work on the requirements.
4. Participate in requirements prioritisation.
5. Participate in peer reviews and inspections of requirements documents.
6. Participate in peer reviews of work products derived from requirements specifications to ensure that the requirements were interpreted correctly.
7. Manage requirements traceability information and track requirements status throughout the project.
8. Establish and implement effective requirements practices, including use and continuous improvement of a requirements process.
9. Implement ways to reuse requirements, policies, processes, procedures and documentation across projects.
10. Any other tasks as required to meet the needs of the role.

This is not an exhaustive list, and will be subject to review on a regular basis, to meet the needs of this new and developing role

Skills, Interests and competencies

Travel

Many of the customers are located throughout the UK and world. This position requires UK and overseas travel as and when needed, except for when remote working can be done. It is expected that overnight stays may be required and travel outside the standard working day.

For this position Antal's Client will provide, for business usage, a company computer laptop (and mobile phone if desired).

Note: refer to Antal's Client staff handbook for usage criteria and personal responsibilities/liabilities.

Required qualifications & skills

• Excellent communication and presentation skills, both verbal and written
• ITIL qualification.
• ITSMF ISO/IEC20000 Internal auditors & consultants certificate.( Desirable)
• Proven practical experience in the ITSM field
• Computer skills
• Project management skills

Software tools

The role with require proficient skill levels in using the following software tools.

• MSM product set (desirable)
• Microsoft project
• Microsoft Excel
• Microsoft PowerPoint
• Visio