Job Description Senior/Principal Service Management Consultant
Type: Contract, Full-time: 3-6 months (Starting in July)
Location: Onsite: Dublin, Ireland
Salary: Competitive
We are looking for a Senior/Principal Service Management Consultant with strong experience in organisational transformation, team development, and senior stakeholder engagement. In this role, you will be focused on guiding and supporting the establishment of a Service Management Office (SMO), including defining operating models, processes and governance.
You will play a key role in coaching and building the SMO team, ensuring they can effectively execute core operational processes such as Major Incident Management, and embedding sustainable service management practices aligned with ITIL.
The successful candidate will have experience delivering Service Management consultancy across complex environments, with a strong understanding of ITIL principles, continual improvement, service design, transition, operations, governance, and tooling. You will be confident leading client conversations, shaping recommendations, producing high-quality deliverables, and supporting organisations through service transformation.
Duties and Responsibilities
Service Management Consultancy and Delivery:
- Lead or support Service Management consultancy engagements across service strategy, design, transition, operations, and continual improvement
- Assess client service management maturity, identify gaps, and develop practical recommendations and improvement roadmaps
- Design and improve ITSM processes such as incident, request, problem, change enablement, service level, knowledge, configuration, and continual improvement management
- Facilitate workshops, interviews, and stakeholder sessions to gather requirements, agree priorities, and build consensus around improved ways of working
- Produce high-quality consultancy deliverables including assessments, operating models, process documentation, service designs, governance models, roadmaps, and executive-level reports
- Advise clients on ITSM tooling requirements, process enablement, workflow design, reporting, metrics, and data needed to support effective service management
- Support business development activity where required, including shaping proposals, scoping consultancy work, and contributing subject matter expertise
Experience and Skills Required
- Previous experience in a Senior Service Management Consultant, Principal Consultant, ITSM Consultant, Service Management Lead, or similar role
- Strong understanding of ITIL and modern Service Management best practice, with experience applying these principles in real client or operational environments
- Experience designing, reviewing, and improving ITSM processes, governance frameworks, service operating models, and continual improvement approaches
- Confidence engaging senior stakeholders, facilitating workshops, challenging constructively, and influencing decisions
- Ability to translate complex service management concepts into clear, practical recommendations and client-ready documentation
- Experience working with ITSM platforms such as ServiceNow, Jira Service Management, Ivanti, BMC, Freshservice, or similar tools
- Strong analytical, consulting, communication, and problem-solving skills with excellent attention to detail
- Ability to work independently, manage multiple priorities, and take ownership of consultancy deliverables
- ITIL certification is required; ITIL 4 Managing Professional, Strategic Leader, Practice Manager, or equivalent qualifications are desirable
- Experience in service transformation, SIAM, enterprise service management, service integration, service design, or organisational change would be advantageous
- A degree in business, management, IT, or a related discipline is preferred, or equivalent practical experience
This is an excellent opportunity to play a key role in helping organisations improve, mature, and transform their Service Management capability. If you are an experienced Service Management consultant with strong ITIL knowledge, excellent stakeholder skills, and a passion for practical improvement, we encourage you to apply.
Pink Elephant is a global Service Management specialist helping organisations accelerate their implementation of Service Management best practices through our training, consultancy, IT Support and ITSM technology services. Our ITSM solutions support our clients with their end-to-end (Enterprise) Service Management initiatives by connecting People, Processes and Technology.
Education:
Experience:
- Senior Service Management Consultant : 3 years (required)
Location:
- Dublin, County Dublin (required)
Work Location: In person
