Senior/Principal Service Management Consultant

Senior/Principal Service Management Consultant (Contract)

Location: Dublin, Ireland (Onsite)
Contract Duration: 3- 6 months, starting 1st July 2026, with potential extension
Day Rate: €500-€600 per day (depending on experience)
Contract Type: Full-time Contract

About the Opportunity

We are seeking an experienced Senior/Principal Service Management Consultant to support a major service transformation programme within a complex enterprise environment. This is an excellent opportunity for a seasoned consultant with expertise in organisational transformation, service management operating models, and stakeholder engagement.

The successful candidate will play a key role in establishing and maturing a Service Management Office (SMO), helping define governance structures, operating models, processes, and ways of working. You will work closely with senior stakeholders while coaching and developing the SMO team to ensure the successful adoption of sustainable ITIL-aligned service management practices.

This role requires a hands-on consultant who can combine strategic thinking with practical delivery, guiding organisations through service management transformation and operational improvement initiatives.

Key Responsibilities

Service Management Consultancy & Transformation

• Lead and support Service Management consultancy engagements across service strategy, service design, transition, operations, and continual improvement.
• Assess organisational service management maturity, identify gaps, and develop actionable improvement roadmaps.
• Design, implement, and optimise ITSM processes including:
  • Incident Management
  • Major Incident Management
  • Problem Management
  • Change Enablement
  • Service Request Management
  • Service Level Management
  • Knowledge Management
  • Configuration Management
  • Continual Improvement
• Establish Service Management Office governance, operating models, roles, and responsibilities.
• Coach, mentor, and develop service management teams to build long-term organisational capability.
• Facilitate workshops, stakeholder interviews, and working sessions to gather requirements, align priorities, and drive consensus.
• Produce high-quality consultancy deliverables including assessments, operating models, process documentation, governance frameworks, service designs, roadmaps, and executive reports.
• Advise on ITSM tooling, workflow design, reporting, metrics, and service performance management.
• Support senior leadership with strategic recommendations and transformation planning.

Skills & Experience Required

• Proven experience as a Senior Service Management Consultant, Principal Consultant, ITSM Consultant, Service Management Lead, or similar role.
• Strong knowledge of ITIL best practices and modern Service Management frameworks.
• Demonstrated experience designing and improving ITSM processes, governance frameworks, service operating models, and continual improvement programmes.
• Experience establishing or maturing Service Management Offices (SMOs) or equivalent service governance functions.
• Strong stakeholder management skills with the ability to engage, influence, and challenge senior leaders constructively.
• Excellent workshop facilitation, communication, consulting, and documentation skills.
• Experience translating complex service management concepts into practical business recommendations.
• Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management, Ivanti, BMC Helix, Freshservice, or similar.
• Strong analytical and problem-solving capabilities with exceptional attention to detail.
• Ability to work independently, manage multiple priorities, and deliver high-quality outcomes in a fast-paced environment.

Qualifications

Essential

• ITIL Certification (minimum requirement)

Desirable

• ITIL 4 Managing Professional, Strategic Leader, Practice Manager, or equivalent advanced certifications.
• Experience in Service Transformation, SIAM, Enterprise Service Management, Service Integration, Service Design, or Organisational Change.
• Degree in Business, IT, Management, or a related discipline, or equivalent industry experience.

Why Apply?

• Competitive day rate of €500-€600 per day.
• Long-term contract opportunity with potential extension.
• Opportunity to shape and influence a major service transformation programme.
• Work with senior stakeholders in a complex enterprise environment.
• Make a lasting impact by establishing sustainable service management capability and governance.