Consultant – ITSM (MOF/ITIL) Job

Consultant -ITSM (MOF/ITIL) focus - US Enterprise Services

This is an exciting opportunity to help deliver on a highly valued service delivery capability based in ITSM practices using a combination of ITIL/MOF and deep technical and people/process consulting.

Microsoft Services is looking for an IT Operations subject matter expert who has a solid background in IT leadership, ITIL/IT Service Management and MOF expertise, executive presence and consulting skills.

The role requires deep MOF/ITIL knowledge, broad technical knowledge (including Microsoft and non-Microsoft products), and the ability to design solutions by mapping customer business problems to reusable end-to-end process, and process-combined-with-technology, solutions. Demonstrated ability to engage in IT and business executive discussions related to availability, agility, business value, costs, security management, disaster recovery, and the value of process in an enterprise environment is required.

Responsibilities - Lead clients through ITSM driven improvements. Deliver MOF/ITIL services including Workshops, Assessments, Service Improvement Programs and other IT operations consulting services. Share best practices with team members to help enhance the quality and efficiency of customer support. Establish effective working relationships with the Microsoft Business Groups by working through appropriate escalation channels. Establish strong relationships with Microsoft Field Sales, MCS, Premier and other internal resources as appropriate. This position has frequent contact with Microsoft Corporate customers, MCS and Premier account contacts, and Customer Support staff. Helps account teams identify, pursue and close strategic business development opportunities while continually driving add-on business within existing accounts. To accomplish this, the consultant must be effective in fostering executive level relationships, and in some cases assist in contract negotiations.

Technical Knowledge - Maintain and expand working knowledge of current and pre-released Microsoft systems and products, as well as their integration and methods of support delivery. Applies advanced operations analysis skills and experience in principals of ITIL, MOF, Project Management, Six Sigma, ISO20000, BS15000, and CMM to define appropriate customer solutions. To be credible he or she must have current and deep experience with the analysis, design and implementation of operations solutions with the current ITIL version, and the support ITIL disciplines found relating to ITIL v2, the Service Desk function, and the supporting ITIL disciplines of Application Management and Security Management.

Qualifications Recommended - The ideal candidate has a BS/BA or MS/MA/MBA in CS, EE, MIS, Business or related field, or equivalent work experience, combined with a minimum of 8 years relevant working experience including Enterprise environments. Candidates with experience running an IT operation combined with consulting and project management skills are preferred.
Preferred skills and competencies- The ideal candidate has expertise in more than one of the following:
- Remedy, Service Now, HP Service manager or other ITSM Management tool implementation
- Large Scale Desktop/Laptop migrations or upgrades
- Datacenter management and consolidations
- IT Operations manager or director level experience
- Consulting experience
- Project management certification and or and experience

Candidates must have excellent organization, communication, project management, negotiation and problem solving skills. Candidates should have proven understanding of corporate account business needs and knowledge of the support industry.

The ideal candidate will hold ITIL Service Manager (ITIL Master) certification and have applied knowledge of real-world environments in both the Service Support and Service Delivery focus areas. Candidates without this level of certification are required to achieve it within 12 months. Additionally, the candidate will need to currently hold, or achieve within 6 months, certification as a MOF Trainer in the Essentials and Strategic Enterprise Operation classes, and candidates will need to achieve internal certification for each service offering related to the role (e.g. Service Management Assessment).

We are looking for an experienced consultant located anywhere in the U.S. to be a part of this exciting team.

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