MSI Process Consultant

Job Description:

Key Responsibilities
MSI General:

• Manage the MSI contract ensuring our contractual commitments and KPIs are achieved
• Work proactively identify and deliver improvement opportunities across all processes
• Drive relationship-building teamwork and strong customer focus
• Share KPIs 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 Customers 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 ITSMITIL 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

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