MSI Process Consultant

Key Responsibilities

• Manage the MSI contract, ensuring our contractual commitments and KPI’s are achieved
• Work proactively, identify and deliver improvement opportunities across all processes
• Drive relationship-building, teamwork, and strong customer focus
• Share KPI’s and key achievements in customer meetings
• Maintain good relations with our customer and their Service Providers
• Provide coaching to client and vendors
• Chair the Cross-Vendor meeting, driving process improvements
• Assist customer during the dispute resolution process
• Actively look for sales opportunities with our customers

Configuration Management

• Oversee the Customer’s Configuration Management process across all Service Providers
• Maintain Configuration Management process documentation
• Perform regular audits, ensuring compliance with the CI Maintenance process
• Design and implement CMDB Service Models for existing and new Services
• Design and create Data Quality rules, ensuring SCG CMDB remains single source of truth

Change Management

• Chair Technical Approval Board & Change Approval Board
• Support the client Change Manager, providing input to technical changes
• Review and approve high risk/impact changes from the customer and Service Providers
• Maintain Forward Schedule of Change, communicate in key customer meetings

Service Level Management

• Audit monthly integrated Service Provider reports for accuracy and compliance
• Highlight issues, driving root cause analysis and improvement opportunities

Incident Management, Situation Management & Problem Management

• Provide support and consultancy services to the customer as required

Key Requirements

• 3+ years working in IT Service Management (Multi-Vendor environment preferable)
• Excellent understanding of ITSM\ITIL processes
• ITIL V3 certificated (Preferably to Intermediate level) or ITIL v4
• Excellent communication, interpersonal and collaboration skills
• Excellent customer relations skills
• Responds well to and operates effectively under pressure
• Experience in producing enterprise level reports
• Demonstrated leadership skills in a collaborative working environment

Other Points

Working Hours: Mon – Fri 09.00 – 17.00