Galaxi Consulting Group
Information Technology Service Management Consultant
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🚨 HIRING – IT SERVICE MANAGEMENT / SIAM PROFESSIONALS | UK 🇬🇧
We are hiring experienced IT Service Management professionals for multiple 6-month contract opportunities
📌 CONTRACT DETAILS
- Employment Type: Contract – 6 Months
- Location: Golden Square, London – W1F 9JG
- Working Model: Hybrid – 2 days onsite per week
- Rate: Up to £350/day
⚠️ Candidates expecting more than £350/day will not be considered.
🔹 1. CRITICAL INCIDENT MANAGER
We are looking for an experienced Incident Management professional who can take end-to-end ownership of critical and major incidents across a multi-provider IT environment.
Key Responsibilities:
- Own day-to-day Incident Management operations.
- Manage Major and Critical Incidents across multiple service providers.
- Lead high-priority incidents from initiation through resolution.
- Run technical conference bridges and business update calls.
- Drive decision-making to minimise business impact.
- Provide regular updates to stakeholders and senior IT management.
- Coordinate emergency break-fix activities.
- Maintain incident logs and drive actions to closure.
- Conduct formal post-mortems and identify recurring stability trends.
- Escalate issues through Problem Management where required.
- Ensure incidents involving multiple providers are resolved within SLA.
Required Experience & Skills:
- Minimum 7+ years of Incident Management experience.
- Strong understanding of IT technologies/domains and ITSM tools.
- Experience managing major incidents in multi-provider environments.
- Strong troubleshooting and problem-solving capabilities.
- Excellent stakeholder and senior management engagement.
- Ability to lead technical discussions across infrastructure/support teams.
- Strong coordination, negotiation and influencing skills.
- Excellent verbal and written communication.
🔹 2. CHANGE MANAGER
Responsible for the governance and operational management of Change Management across multiple service providers.
Key Responsibilities:
- Own day-to-day Change Management operations.
- Ensure effective impact and risk assessment of Change Requests.
- Ensure Change Process compliance and audit readiness.
- Chair CAB and Emergency CAB meetings where required.
- Maintain the Change & Release Calendar across suppliers.
- Review implementation, testing and back-out plans.
- Assess potential conflicts and dependencies between changes.
- Coordinate changes requiring multiple service providers.
- Develop and maintain the standard change catalogue and ITSM workflows.
- Provide guidance to internal and external service providers.
- Drive Change Management process and ITSM improvements.
- Monitor Change KPIs, SLAs, backlog, ageing and change effectiveness.
- Consolidate Change Management reports across suppliers.
- Define functional requirements for workflow/process enhancements.
- Conduct training to improve process awareness and compliance.
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Required Skills:
- Strong Change Management and ITSM experience.
- Excellent stakeholder and senior management management skills.
- Strong analytical and problem-solving capabilities.
- Experience working across multiple service providers.
- Strong understanding of ITSM technologies/tools.
- Excellent communication, coordination, negotiation and influencing skills.
🔹 3. SIAM SUPPLIER MANAGER
The SIAM Supplier Manager will govern and manage third-party service providers within a multi-supplier IT ecosystem, ensuring service quality, supplier accountability and continual improvement.
Key Responsibilities:
Supplier Governance & Relationship Management
- Establish and maintain strong supplier relationships.
- Act as the governance interface between customers, suppliers and internal service teams.
- Conduct operational, tactical and strategic governance reviews.
- Drive supplier accountability and manage escalations/disputes.
- Ensure contractual, SoW and service obligations are met.
Supplier Performance Management
- Monitor SLAs, KPIs, OLAs and contractual targets.
- Conduct supplier performance reviews.
- Identify service gaps, risks and improvement opportunities.
- Drive remediation plans for underperforming suppliers.
- Ensure transparent supplier performance reporting.
Service Integration
- Coordinate cross-supplier activities for seamless end-to-end service delivery.
- Manage supplier interdependencies.
- Eliminate service delivery silos.
- Ensure suppliers follow SIAM processes and governance models.
Supplier Onboarding / Offboarding
- Lead supplier onboarding workshops and governance setup.
- Validate operational readiness and compliance.
- Manage offboarding, transition, knowledge transfer and risk mitigation.
Risk, Compliance & Continual Improvement
- Identify supplier operational, contractual and compliance risks.
- Drive corrective/preventive actions.
- Monitor supplier compliance with security and regulatory requirements.
- Lead continual service improvement, automation and service optimisation initiatives.
Required Skills & Experience:
- 8–15 years in ITSM, SIAM, Supplier Management, Service Delivery or Vendor Management.
- Strong SIAM, ITIL and multi-vendor environment experience.
- Knowledge of SLA, KPI, OLA, contract management and service reporting.
- Experience with ITSM platforms such as ServiceNow.
- Strong stakeholder management, negotiation and conflict-resolution skills.
- Strong analytical, problem-solving and governance reporting capabilities.
- Experience managing multiple service providers in large enterprise environments.
- Mandatory: ITIL Foundation certification.
- Preferred: SIAM Foundation/Professional certification and ServiceNow knowledge/certification.
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🔹 4. SERVICE INTRODUCTION MANAGER
Responsible for ensuring new or changed services are operationally ready before transition into live service.
Key Responsibilities:
- Ensure IT Operations receives the required knowledge, tools and documentation for smooth service transition.
- Ensure operational service requirements are clearly defined and delivered.
- Act as an escalation point for operational services throughout project phases.
- Ensure service introduction gates are followed.
- Coordinate supplier status reporting from a Service Introduction perspective.
- Ensure operational support risks are assessed.
- Ensure support teams are fully engaged and ready to support new services.
- Plan and coordinate Early Life Support (ELS).
- Ensure warranty support and formal ELS sign-off before project release.
- Coordinate supporting processes including Asset Management, Service Reporting, Change Management, Security and ITSC.
- Ensure supplier Quality Gates are completed.
- Coordinate Service Introduction reporting.
- Participate in Go/No-Go decisions.
- Maintain Operational Readiness Documentation.
Required Skills & Experience:
- Strong understanding of IT technologies and operational environments.
- Experience with Service Introduction / Service Transition.
- Strong stakeholder and supplier management experience.
- Experience conducting IT risk assessments and IT service quality audits.
- Ability to lead technical discussions with infrastructure/support teams.
- Excellent communication and influencing skills.
- Strong understanding of operational readiness and service governance.
🎯 COMMON SKILLS ACROSS THESE ROLES
- ITSM
- ITIL
- SIAM
- Service Management
- Major Incident Management
- Change Management
- Supplier Management
- Service Introduction
- Service Transition
- ServiceNow
- SLA/KPI/OLA
- Multi-Vendor Governance
- Stakeholder Management
📩 Interested candidates: Please share your updated CV along with current location, visa status, notice period/availability and expected rate (Inside Ir35).
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