Job Title: ITSM Consultant - Energy Client experience required

Location: Hybrid London (3 days a week onsite)
Duration: 6-9 months
Rate: 600GBP/Day Inside IR35

Role Overview

We are looking for an experienced ITSM Consultant to support an Energy Client with a number of key IT Service Management improvements and Service Design & Transition activities.

The consultant will take a hands-on role in designing, implementing and embedding ITSM capabilities across BC/DR, Knowledge Management, Service Request Management, CMDB, ServiceNow, AI/Automation and Service Transition.

The role will work closely with Service Management, Technology, Architecture, Programme teams and suppliers to make sure new processes and capabilities are properly designed, implemented, documented and successfully handed over into BAU.

Key Responsibilities

• Lead the implementation of key ITSM improvement workstreams from planning through to BAU handover.
• Review and improve Business Continuity and Disaster Recovery (BC/DR) processes, including recovery requirements, dependencies, ownership, testing and evidence.
• Design and implement a structured Knowledge Management framework within ServiceNow, covering ownership, lifecycle, quality, taxonomy and governance.
• Identify practical AI and automation opportunities across Service Management, including ticket triage, categorisation, routing, knowledge recommendations, summarisation and reporting.
• Design and implement Service Request Management in ServiceNow, including service catalogue, request models, approvals, workflows, SLAs, ownership and reporting.
• Own the end-to-end CMDB implementation, including CI classes, data model, ownership, relationships, data standards, reconciliation, data quality and governance.
• Lead the Hornbill to ServiceNow migration, covering discovery, data and process assessment, target solution, migration approach, testing, reconciliation, cutover and operational readiness.
• Provide Service Design and Service Transition support for new and existing services moving into BAU.
• Work with programme and technology teams to ensure support models, roles, ServiceNow requirements, monitoring, knowledge and Incident/Problem/Change processes are defined before go-live.
• Identify and manage operational readiness gaps, risks, dependencies and supplier requirements.
• Ensure new ITSM capabilities integrate effectively with Incident, Major Incident, Problem, Change, Release and Service Transition processes.
• Support the development of a multi-supplier SIAM operating model.
• Produce process documentation, RACI, work instructions, training materials, controls and operational handover packs.
• Maintain delivery plans, milestones, risks, dependencies and key decisions across the assigned workstreams.
• Work with ServiceNow teams, Architecture, Security, Technology, suppliers and business stakeholders to deliver agreed outcomes.
• Provide regular updates on progress, risks, decisions, deliverables and benefits to Service Management leadership.
• Ensure all solutions follow ITIL good practice, ServiceNow governance, security/data requirements and internal standards.