ITSM Consultant
Rackspace
Warsaw, Poland
3 d. temu

A Professional Services ITSM Consultant is required join our newly established team in Poland to help customers create and manage best practice approaches for cloud adoption.

This includes all aspects of Service Management and ITSM Integration and is mainly applicable to Corporate Fortune500 and mid-market enterprises.

The key aspect of the role is to help customers with Service Management development, optimization and best practice alignment using (for example) an ITIL framework combined with ITSM platform considerations.

Finally, not only will you be able to lead customer engagements, but as a member of a rapidly growing and diversifying consulting practice you will be engaged to support pre-sales opportunities and continued development of the ITSM consultancy methods and products as a practice.

You'll need to have a strong mix of client-facing skills (managing workshops and presentations), passion for problem-solving and full project life-cycle experience.

Specific technology experience with regards to the deliverables is not 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.

Also advantageous is a level of ServiceNow experience, either as a super user or administrator. 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 best practice centre of excellence· Advise and deliver in areas of Service Management Integration / Service onboarding · Advising a customer on the adoption of a service management framework such as ITIL· Advising a customer on the ITSM platform ServiceNow and best practice · End to end ITSM process design, from assessment of environments, design and implementationThis 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. AE1

Key Accountabilities

  • Able to deliver Consulting workshops autonomously
  • Ability to consult on best practice end to end, from initial assessments to implementation of best practice processes and frameworks
  • Can articulate best practice approaches and practices aligned to ITIL and ServiceNow
  • Able to design and execute an outcome based methodology for Service Management
  • Able to understand technical estates and terminology at a high level
  • Can conduct customer training, education and walkthroughs
  • Contribute to the generation of new business for the Consultancy
  • Contribute to the ongoing development of product and new lines of business
  • 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.
  • Key Skills

    Inspires confidence in the consultancy approach and methods

  • Can comprehend complex technical concepts
  • ITIL / ITSM framework implementation
  • 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.
  • 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
  • Corporate Change Management / Organizational Change
  • Service Management Integration
  • Technology adoption / migration change programme involvement is advantageous
  • LI-SB1

    About Rackspace Technology We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies across applications, data and security to deliver end-to-end solutions.

    We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future.

    Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent.

    Join us on our mission to embrace technology, empower customers and deliver the future. More on Rackspace Technology Though we’re all different, Rackers thrive through our connection to a central goal : to be a valued member of a winning team on an inspiring mission.

    We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe.

    We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic.

    If you have a disability or special need that requires accommodation, please let us know.

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