IT Service Management Consultant

Role Overview

• Support the below: End-to-end process integration across demand to delivery.
• Improved execution discipline and governance adherence.
• Reduction in operational overhead and manual activity.
• Establishment of a standardised and scalable release management framework.
• Review & Improvement of Release Management.
• Assess current release processes (CAB, approvals, deployments, communication).
• Define an end-to-end release lifecycle model.
• Standardise release types (standard / normal / emergency).
• Introduce clear release readiness criteria and approval controls.
• Align release processes with CI/CD pipelines and change management.
• Define release cadence and governance model.
• Implement post-release validation and feedback loops.
• Establish release metrics.
• Define end-to-end lifecycle (demand → build → test → deploy → support).
• Establish clear handoffs and ownership between IT, Product, and QA.
• Remove siloed or disconnected processes.
• Introduce entry/exit criteria and governance controls.
• Design a single front door for all IT work.
• Define categorisation model (BAU / Change / Project).
• Implement prioritisation framework (risk, value, effort).
• Establish approval gating before work begins.

Requirements

• Significant progress has been made in governance, incident management, and security.
• End-to-end process integration across demand to delivery
• Improved execution discipline and governance adherence
• Reduction in operational overhead and manual activity
• Establishment of a standardised and scalable release management framework
• Assess current release processes (CAB, approvals, deployments, communication)
• Define an end-to-end release lifecycle model
• Standardise release types (standard / normal / emergency)
• Introduce clear release readiness criteria and approval controls
• Align release processes with CI/CD pipelines and change management
• Define release cadence and governance model
• Implement post-release validation and feedback loops
• Establish release metrics
• Define end-to-end lifecycle (demand → build → test → deploy → support)
• Establish clear handoffs and ownership between IT, Product, and QA
• Remove siloed or disconnected processes
• Introduce entry/exit criteria and governance controls
• Design a single front door for all IT work
• Define categorisation model (BAU / Change / Project)
• Implement prioritisation framework (risk, value, effort)
• Establish approval gating before work begins
• Align process with tooling (Service Desk, CI/CD, identity platforms)
• Eliminate off-process and manual activities (e.g. email-driven changes)
• Define minimum execution standards (change records, test evidence, approvals)
• Define and implement key performance measures