Service Delivery Consultant
Description
We are seeking an experienced Service Delivery Consultant to lead a strategic "Support Readiness" engagement for a key client in the logistics industry. The initial 3-month project will establish the foundation for a long-term, five-year managed support partnership. This partnership will involve stabilizing the client's legacy middleware while they undergo a major transformation to the Boomi platform. The successful candidate will be extended to oversee this multi-year managed service, acting as the primary service delivery owner
Required Skills
- ITIL Managed Services Project Managment
Job Duties
- Key Responsibilities:
-Service Design & Strategy: Lead discovery workshops to design a best-in-class, ITIL-aligned managed support service, including ticketing workflows, communication plans, and escalation protocols.
-Client Leadership: Act as the primary client liaison, building a strong rapport with stakeholders and ensuring the project aligns with their strategic objectives.
-Project Management: Provide lightweight project management, including weekly status reporting, risk/issue tracking, and ensuring project milestones are met within the 3-month timeframe.
-Deliverable Ownership: Oversee the creation of all project deliverables, ensuring the final runbooks and documentation are operationally sound and fit for purpose.
-Proposal Development: Author the final Support Readiness Report and the data-driven Managed Service Proposal that will define the long-term support engagement.
Qualifications:
-Proven experience in designing and implementing IT support models (ITIL certification is a strong plus).
-Exceptional client-facing and communication skills.
-Experience in a consulting or professional services environment.
-Ability to create and manage project scope and deliverables in a T&M engagement.
-Familiarity with application support and middleware concepts is highly desirable.
Job Requirements
- Key Responsibilities:
-Service Design & Strategy: Lead discovery workshops to design a best-in-class, ITIL-aligned managed support service, including ticketing workflows, communication plans, and escalation protocols.
-Client Leadership: Act as the primary client liaison, building a strong rapport with stakeholders and ensuring the project aligns with their strategic objectives.
-Project Management: Provide lightweight project management, including weekly status reporting, risk/issue tracking, and ensuring project milestones are met within the 3-month timeframe.
-Deliverable Ownership: Oversee the creation of all project deliverables, ensuring the final runbooks and documentation are operationally sound and fit for purpose.
-Proposal Development: Author the final Support Readiness Report and the data-driven Managed Service Proposal that will define the long-term support engagement.
Qualifications:
-Proven experience in designing and implementing IT support models (ITIL certification is a strong plus).
-Exceptional client-facing and communication skills.
-Experience in a consulting or professional services environment.
-Ability to create and manage project scope and deliverables in a T&M engagement.
-Familiarity with application support and middleware concepts is highly desirable.
Desired Skills & Experience
- Experience in Logistic Industry Knowledge of Boomi Platform