About the Role
We are seeking a motivated and customer-focused Service Management Consultant to join our dedicated team. This is an exciting opportunity to begin your consultancy career, working closely with a high-profile client as part of their transition to a new in-house service capability. You will be integral to providing reliable and effective support for critical digital platforms, operating within a 24/7 on-call roster to ensure continuous service availability. Your focus will be on delivering exceptional customer service, resolving issues efficiently, and contributing to a culture of continuous improvement within a dynamic service management environment.
This role is ideal for someone passionate about technology support, problem-solving, and building strong client relationships, who thrives in a structured, service-oriented environment.

Key Responsibilities

Act as a first point of contact for technical support requests related to digital platforms, logging incidents and service requests accurately in ServiceNow.

Provide initial triage, diagnosis, and resolution for technical issues, adhering to defined service level agreements (SLAs).

Escalate complex issues to senior team members or specialist teams according to established procedures.

Monitor system health and performance using tools like NewRelic and Azure Monitor, proactively identifying potential problems.

Communicate effectively and empathetically with end-users and client stakeholders regarding issue status and resolution progress, embodying a strong customer service culture.

Follow documented service management / ITIL practices & processes for incident, problem, and request management.

Contribute to the team's knowledge base by documenting solutions and procedures.

Participate actively in a 24/7 on-call roster to ensure round-the-clock support coverage.

Collaborate with team members and other delivery teams to ensure smooth operations and effective issue resolution.

Assist senior consultants with service reporting and identifying areas for service improvement.

What We’re Looking For
Technical Skills

Familiarity with IT service management concepts and tools (experience with ServiceNow is highly advantageous).

Exposure to monitoring tools (e.g., NewRelic, Azure Monitor).

Basic understanding or keen interest in web technologies and cloud platforms (experience with Microsoft Azure is a plus).

Awareness of technologies like .NET, Next.js, React, or Sitecore CMS is beneficial but not essential – a strong willingness to learn is key.

Proficiency in using standard IT diagnostic tools (e.g., Postman for API testing is a plus).

Soft Skills / Attributes

A strong customer service orientation with excellent communication and interpersonal skills – ability to explain technical issues clearly to non-technical users.

Good analytical and problem-solving abilities with attention to detail.

Ability to work effectively under pressure and manage priorities within a 24/7 on-call environment.

A collaborative team player with a positive attitude and a strong work ethic.

Eagerness to learn new technologies and service management best practices.

Reliability and punctuality, particularly important for rostered shift work.