Modern Service Management Consultant M/F

Job content

Microsoft Consulting Services (MCS) helps customers achieve business value through accelerated adoption and productive use of Microsoft technologies. As an important part of the MCS organisation, the Modern Service Management Consulting practice utilises various service management frameworks and Agile practices to provide guidance for customers to improve alignment of technology to business value. This alignment drives increased customer satisfaction and confidence in utilising Microsoft platforms and services.

Modern Service Management Consultants (MSM) are skilled in driving improvements to business and IT Alignment for customers through their extensive experience in process improvements and requires awareness of market and industry trends. A key area of impact for the role is assisting customers to transform their IT service delivery and operations to become cloud ready. This is a fantastic opportunity to be part of a passionate, dynamic, and stimulating practice in an organisation that empowers you to make a difference for our customers.

Team/Department Mission

Modern Service Management Consultants work with customers to help define and refine process, reduce risk by analysing the underlying reasons for IT service failures, and deliver expert guidance for service Improvements that drive tangible benefits and enhance the overall quality of service that a customer’s IT organisation provides.

We achieve this by working with customers to further develop and enhance their IT Service Management strategy and capabilities, with a focus on enabling customers to understand and realise the opportunities of cloud while reducing any uncertainties that may impact on people and processes that migrations to the cloud can bring. We spend time understanding our clients’ unique business drivers, identify and plan to mitigate potential issues, and integrate our guidance into their IT support and delivery practices. The processes, strategies and approaches we implement become relevant, reusable, and robust as they are designed with our customers end goals in mind.

Responsibilities

Success for a Modern Service Management Consultant is measured by: overall customer satisfaction, interaction with customers, written and verbal communications, and feedback from virtual teams with regards to the quality of sales and project delivery. As with any Consulting role, achievement of the expected utilisation target is key to success.

Key Success Criteria

A successful Modern Service Management Consultant is viewed as a trusted advisor by customers and partners. To be successful in this role, the candidate must be passionate about making a difference, be able to work autonomously as well as a part of an extended team, conduct themselves with integrity, professionalism and adopt a continuously learning mindset to meet the challenges of delivering within an ever-changing technology landscape.

The Modern Service Management Consultant role is primarily focused on the delivery of high quality ITSM advisory services that will result in exceptional customer satisfaction and increased cloud services consumption. We adapt standards, frameworks such as ITIL®, ISO20000, Agile practices and help customers adopt those parts that work for them in the way that they need to deliver on their own business expectations. For the MSM Consultant, increasing return on investment for customers by driving down service cost, improving availability and helping customers realise expected benefits of both internal and cloud-based services through modern service management guidance.

Qualifications

Essential Experience

The candidate requires a good understanding of operational support services, and experience in either a support or operations management field would be viewed favourably. For more senior levels, demonstrable hands-on Service Management experience across several disciplines will be expected, with exposure and experience of transitioning IT services to cloud service providers an advantage.

Technical/Functional Skills

The candidate’s background may include a technical focus and an awareness of systems management technologies. Within your previous operations process experience you should be familiar with some of the following: DevOps, Agile, IT Governance frameworks such as COBIT, IT standards like BS15000 and ISO20000, business value methods like Gartner TCO, and project management frameworks such as PMP® or PRINCE2®. Knowledge of refining support and management practices for Microsoft Cloud platforms is highly desirable.

All MSM roles are expected to maintain a working knowledge of Microsoft cloud products and services by undertaking various product / technical certifications to remain current, and therefore any Microsoft technical Certifications related to Azure, Microsoft 365 and Dynamics 365 is an advantage.

Qualifications

Language Skills in German and English. Fluency in Dutch language would be an advantage.

Certification in ITIL® v3 Expert, ITIL® v4 Managing Professional or ITIL® v4 Strategic Leader is a prerequisite.

• Experience in Sec Ops and Fin Ops
• Cloud Computing Foundation (Advantageous)
• ISO 20000 (Advantageous)
• Azure and M365 Security aligned certifications. Relevant experience or Security industry certification considered (Advantageous).
• Other Technical or cloud provider certifications (Advantageous)
  
  

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.