Service Managment Consultant

Professional Services Hayes, Greater London



The role requires ITIL Expert or similar experienced individual with a Consultancy background, however no specific technology knowledge is required, but a keen technical propensity for Infrastructure and Cloud based technologies is advantageous.


The candidate will work on project-based engagements with clients across EMEA. You will engage clients directly to follow a consulting method and execute a change management programme to establish an appropriate Centre of Excellence, aid the organization in technology adoption, specifically cloud focusing on sound Service Management principles.


You'll need to have a strong mix of client-facing skills (managing workshops and presentations), passion for technology problem-solving and project full life-cycle experience. Specific technology experience with regards to the deliverables isn’t necessary, but a good grounding in Infrastructure and / or cloud technologies is highly advantageous, particularly if this includes organisational change management, service management, ITIL, service transition and governance.


The role centres around delivering the following to public and dedicated technology sets, primarily, but not exclusively focused in the arena of public cloud adoption:


  • A consulting methodology and toolkit to deliver a technology centre of excellence
  • Advise and deliver in areas of Service Management Integration/Service onboarding
  • Advising a customer on the adoption of a service management framework such as ITIL
  • Providing best practice consultancy advice regardless of technology landing zone


This role is ideal for someone who has previously worked in a consulting capacity and worked in a client-facing technology solutions delivery role and strives to delivery service management experience to mid to large enterprise organisations who can also be hands-on as required.




  • ITIL Expert or suitable qualified
  • Able to understand all technical aspects of complex technical estates
  • Able to deliver Consulting workshops autonomously
  • Able to design and execute an outcome based methodology for both COE and Service Management Integration
  • Can conduct customer training, education and walkthroughs
  • Can articulate best practice approaches and practices
  • Contribute to the generation of new business for the Consultancy

Pre-Sales Engagement

  • Contribute to the preparation of proposals, RFP/RFI responses, & Statements of Work (SoW). This includes the analysis and development of scope and duration
  • Regularly collaborates with Sales pursuit teams, Programme & Project Managers, Solutions Architects, Partners, and extended cross-functional teams during presales and project delivery to ensure timely delivery and awareness of potential problems or risk requiring resolution or mitigation.



Expertise / Qualifications


  • ITIL Expert of equivalent qualifications or industry experience
  • Previous consulting experience within large scale enterprise organisations
  • Inspires confidence in the consultancy approach and methods
  • Can comprehend complex technical concepts
  • Addresses customer conflicts or escalates to other team members as required
  • Focus on customer wants and needs pertaining to change management
  • Understands commercial/legal language in Statements of Work
  • Able to capture customer requirements into an appropriate scope
  • Align consulting outcomes with customer requirements
  • Ability to adapt to a rapidly changing environment, handling shifting priorities and ambiguity
  • Leadership skills
  • Decision making ability under pressure
  • Ability to dissect a challenging situation and work through to a mutually agreeable action plan and monitor against it
  • Calmness under pressure


  • Centre of Excellence implementation
  • Corporate Change Management
  • Service Management Integration
  • ITIL / ITSM framework implementation
  • Technology adoption / migration change programme involvement is advantageous


About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.