Rackspace

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Service Management Consultant

Service Management Consultant

Req # 
39176
Location(s) 
UK-Middlesex-Hayes
Category 
Professional Services

Job Overview

Overview & Responsibilities

A Professional Services Management Consultant is required for an Infrastructure & Cloud Hosting Services Consultancy to help establish a new line of business helping customers create and manage a Centre of Excellence models for cloud adoption. This includes all aspects of Service Management Integration and is applicable to Corporate Fortune500 and mid-market enterprises. The role has two key aspects, firstly the ability to develop the new line of business helping and advising customers on creating and running a centre of excellence, and secondly to help customers with service management integration using (for example) an ITIL framework. Finally, not only will you be able to lead customer engagements, but as senior member of a rapidly growing and diversifying consulting practice you will have the opportunity to directly influence Rackspace’s consulting propositions and execution in this area.

 

JOB REQUIREMENTS:

The role (which doesn't require experience in specific technologies, but a keen technical propensity for Infrastructure and a Consultancy background) will work on project based engagements with clients across EMEA. You will engage clients directly to execute a change management programme to establish an appropriate Centre of Excellence to aid the organization in cloud adoption.

 

You'll need to have a strong mix of client-facing skills (managing workshops and presentations), passion for technology problem-solving and project full life-cycle experience. Specific technology experience with regards to the deliverables isn’t necessary, but a good grounding in Infrastructure and / or cloud technologies is highly advantageous, particularly if this includes organisational change management, service management, ITIL, service transition and governance.

 

From the leadership perspective, the role centres around creating a new business function to deliver the following(primarily, but not exclusively focused in the arena of public cloud adoption):

 

  • A consulting methodology and toolkit to deliver a technology centre of excellence
  • Advise and deliver in areas of Service Management Integration/Service onboarding project
  • Advising a customer on the adoption of a service management framework such as ITIL

 

This role is ideal for someone who has previously worked in a leadership or executive role and worked in a client-facing technology solutions delivery role, is happy to apply their change management and service management experience to solutions, and who is happy to get hands-on as required.

 

Qualifications

  • Able to understand all technical aspects of complex technical estates
  • Able to lead a new line of business
  • Able to deliver Consulting workshops autonomously
  • Able to design and execute an outcome based methodology for both COE and Service Management Integration
  • Can conduct customer training, education and walkthroughs
  • Can articulate best practice approaches and practices
  • Contribute to the generation of new business for the Consultancy

Pre-Sales Engagement

  • Contribute to the preparation of proposals, RFP/RFI responses, & Statements of Work (SoW). This includes the analysis and development of scope and duration
  • Regularly collaborates with Sales pursuit teams, Programme & Project Managers, Solutions Architects, Partners, and extended cross-functional teams during presales and project delivery to ensure timely delivery and awareness of potential problems or risk requiring resolution or mitigation.

PERSON SPECIFICATION:  

Expertise / Qualifications

 

  • Inspires confidence in the consultancy approach and methods
  • Can comprehend complex technical concepts
  • Deals with minor customer conflicts or escalates to other team members as required
  • Focus on customer wants and needs pertaining to change management
  • Understands commercial language in Statements of Work
  • Able to capture customer requirements into an appropriate scope
  • Align consulting outcomes with customer requirements
  • Ability to adapt to a rapidly changing environment, handling shifting priorities and ambiguity.
  • Leadership and managerial skills
  • Decision making ability under pressure
  • Ability to dissect a challenging situation and work through to a mutually agreeable action plan and monitor against it.
  • Calmness under pressure

Experience

  • Centre of Excellence implementation
  • Corporate Change Management
  • Service Management Integration
  • ITIL / ITSM framework implementation
  • Technology adoption / migration change programme involvement is advantageous

 

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