ITSM Lead Consultant (m/w) no german required

for one of my fantastic clients i am looking for a Lead Consultant ITSM

fluently english required - any other european language is a nice to have


Travel will be required in line with project and delivery locations. 

Working locations are normally in the DACH region and Europe with travel being required on a daily or weekly basis, but occasional travel beyond that for longer periods will be required.


feel very to discuss this great opportunity





·         Support the sales team to develop business opportunities widely.

·         Assemble information to determine, document and agree customer requirements.

·         Plan and manage IT Service Management tools and process discovery activities, conduct executive scans and strategic assessments, analyse and report findings and make recommendations.

·         Design service management solutions together with supporting tooling configurations and/or functional specifications, based on industry best practice.

·         Identify opportunities to drive more value from an organization's IT strategy by targeting areas which contribute to improved business performance and innovation. 

·         Work collaboratively with clients, up to and including CxO level, to develop and execute solution strategies that support organizational direction.

·         Architect ServiceNow solutions to support best practice processes needed to deliver business requirements.

·         Deliver advisory services centred on ServiceNow configuration optimisation for performance and capability.

·         Manage engagements and ensure continuity for customer from pre-sales to delivery.

·         Actively develop practice IP, points of view, publish white papers and speak in specific practice industry forums.


Key Competences:


A strong sense of professionalism demonstrated through:


·         Integrity / Initiative /Customer Focus

·         Decision Making & Problem Solving abilities / Negotiation skills

·         Relationship Management and strong customer management skills

·         Strong verbal and written communication skills

·         Strong time management and organizational skills

·         Ability to work equally well as either a leader or team player in a consulting environment

·         Resourceful flexible and adaptable in delivering meaningful solutions

·         Self-starter with entrepreneurial attitude

An established network of potential clients is not expected, but would be an advantage.




·         Clear understanding of process-centric IT, the interaction of human-based and system-based processes and business events, and Service Management best practices

·         Understanding of waterfall and agile based project delivery

·         Ability to create integrated target IT operating models which draw from multiple best practice frameworks

·         Ability to lead the client through applied change management strategies and approaches


Excellent consulting skills:


·         Requirements gathering and problem solving methods

·         Communication and presentation skills

·         Client management.

·         Capability to support the sales team to identify and develop business opportunities, both within the existing work scope and more widely.

·         Plan and manage discovery/assessment activities for consulting engagements/teams

·         Detailed knowledge and experience of ServiceNow at an architectural level and / or  

knowledge of other ITSM tools at a similar level would be an advantage.

·         Design, development and deployment best practices for the Service-now platform and similar ITSM toolsets

·         Technical design of cost-effective service management solutions.

·         Integration of ServiceNow with other ITSM-related toolsets (e.g event monitoring).

·         Creation of functional specifications for ServiceNow configuration and customisations needed to deliver defined requirements.

·         ServiceNow technical skills would be an advantage:

·         Java Scripting knowledge and hands on experience on it.

·         Servicenow for custom Application Development.

·         Create and modify workflows.


External client-facing consulting experience, including:


·         Gathering requirements, problem solving and making recommendations

·         Track record in mid-sized and Fortune 1000 customer environments

·         Demonstrated success in the consulting context: 

·         Developing and delivering solutions.

·         Achievement of high level of Customer Satisfaction on consulting engagements.


Broad IT experience, including:


·         Full development lifecycle (requirements, design, build, test, deploy, support)

·         IT service delivery management experience

·         Demonstrable thought leadership, through authorship (or participation in) white papers or presentation at conferences.

·         Team leading and/or management, including team planning, prioritizing & goal setting

·         Identification and exploitation of opportunities to drive more value from an organization's IT strategy by targeting areas which contribute to improved business performance and innovation

·         Working collaboratively with clients to develop and execute solution strategies to support organizational direction

·         Architecting Service Management tools and process implementations as solutions to business requirements.



·         Graduate or equivalent education.

·         Post graduate education would be an advantage.

·         Professional qualifications: ITIL, CMMI, CoBIT, TOGAF, IT4IT, Scrum and Six Sigma are relevant.