Incident Management Consultant

CGI
Job order – J – Permanent Full TimeTitleIncident Management ConsultantCategoryBusiness ConsultingCityUK Wide – Various, UK Wide – Various, United KingdomJob DescriptionIncident Management Consultant

Position Description
Discover where complex meets meaningful as a Service Management Consultant in our Advisory Services team. You will be part of a team that combines subject matter and technical expertise with business understanding, providing our clients with the insights to build next generation IT services and operating models.

Help tackle once-in-a-generation challenges across the public and private sector. Work alongside clients as we shape the future of how fundamental technologies connect and transform the user experience in the UK.

CGI was recognised in the Sunday Times Best Places to Work List 2023 and has been named one of the Worlds Best Employers by Forbes magazine. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme ( + matching) which makes you a member not just an employee.

As part of the successful Service Advisory Practice within GTO UK, our Service Management Consultants work alongside a wide variety of clients to support them with service solutions throughout the service management lifecycle. We are now seeking to grow our team of experienced specialists with specific focus in Incident Management.

We are looking for individuals who can draw on their practical operational / delivery experience and previous implementation of service enhancements, using real world examples as operational subject matter experts to underpin our messages and recommendations to our clients. Experience of consulting is desirable, but not essential, however the ability to communicate and articulate your operational IT Service Management expertise to client(s) is required.

Your future duties and responsibilities
As Incident Management consultants you will be a self-starter who is confident at engaging with operational stakeholders and supports the development and extension of the Service Advisory practice. You will also self-develop through training and sharing best practice with fellow team members, as well as participating in workshops and networking events and producing relevant content based on your experience.

Key Activities:
Carry out assignments on client sites to augment their operational service management capability, particularly within Incident Management, providing support to our client in the following areas:
o Provide best practice guidance and Subject Matter support on process development.
o Data analysis and report creation.
o Ensure the end-to-end Incident Management process is adhered to in accordance with agreed processes and procedures.
o Assist with and manage escalations through to suitable outcomes and resolution.
o Work alongside outsourced managed service providers sharing information and best practice ideas.
Service Remediation identifying the cause(s) of poor supplier performance and establishing and contributing to get to green plans, working with multiple external and internal managed service providers to recover and improve service quality.
Process design, workflow simulation, performance improvements and helping to define key roles and responsibilities as part of target operating model design.
Support the continuation, development and improvement of our consultancy tools and process collateral.
Provide your Subject Matter expertise to support complex ITSM programmes.

Required qualifications to be successful in this role
Carry out assignments on client sites to augment their service management capability.
Extensive experience of incident Management including:
o Ensure incidents are managed within agreed process and governance.
o Analysis of incident data and trends.
o Identifying opportunities to address quality shortfalls.
o Stakeholder management, of both client and supplier stakeholders.
o Hold or contribute to Post Incident Reviews.
Ability to produce written material (reports, case studies, proposals etc.) to a high standard
Multi-vendor Supplier/Relationship Management.
Draw on stakeholder management and communication skills to gather requirements and to provide guidance on how to improve service delivery.
Experience of operating in uncertain environments, providing leadership and guidance.
Support the on-going development of Service Advisory which could include providing support and input into consultancy bid activities.
Through use of your experience and analysis skills use our service advisory tool kit to support and assess our clients issues and needs.
Provide your Subject Matter expertise to support complex ITSM programmes.

Desirable
Experience of IT service delivery areas in addition to IT Service Management and Service Desk, including but not limited to:
Incident Management within a SIAM environment
End User Support Services
Infrastructure Support / Cloud Services
Identify and progress opportunities to sell Service Management Advisory services that can span from short term on-site consulting projects to resource augmentation, and complex large-scale projects.
Demonstrate an in-depth understanding of Service Management Framework principles and processes.

Insights you can act on

While technology is at the heart of our clients digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees members because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are todayone of the worlds largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGIwhere your ideas and actions make a difference.

Skills

• Communications Management
• DevOps
• ITIL
• Leadership

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