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Lead Consultant

Location: UK - Mobile England | Job-ID: 119021 | Contract type: Standard | Business Unit: IT Project Management




Business area:

ServiceNow Centre of Excellence – Lead Consulting


Position overview / Scope: 
•    As a founding UK ServiceNow partner, Computacenter’s ServiceNow Centre of Excellence has unmatched experience in helping customers maximise the benefits of the ServiceNow platform.  We are a team of highly skilled Architects, Project Managers, Lead/Business Process Consultants and Technical Consultants responsible for helping Computacenter and our customers maximise the benefits of the ServiceNow Platform
•    We are an Elite ServiceNow partner and use the experience from hundreds of enterprise deployments of the Now Platform to help customers achieve successful transformation outcomes 
•    Lead Consultants within the current team:
    Have the authority to lead, support and add value to customers as they move through their ServiceNow lifecycle
    Advise and design ServiceNow solutions to customer specifications, working closely with Technical Specialists and Project Managers
    Report to the Head of Lead Consulting but are expected to prioritise their own work and ensure tasks are completed within agreed timescales 
    Contribute or lead internal ServiceNow communities to share knowledge on platform capabilities


Key accountabilities and responsibilities:
•    Providing advice and guidance to the customer on the best approaches for implementing ServiceNow in terms of:
    ITIL best practice
    ServiceNow best practice
    Industry trends and use of ServiceNow
•    Providing business analysis to understand and document customer requirements
•    Conduct process workshops to:
    Establish current customer requirements and review any solutions already considered to meet the customer’s business needs 
    Finalise the requirements and agree the best approach for subsequent implementation of ServiceNow
•    On smaller projects, where a separate Project Manager has not been assigned, is also responsible for:
    Managing project tasks and timelines from Computacenter’s perspective
    Project progress meetings with the customer
    Providing a single point of contact between the customer and internal Computacenter resources
•    Working closely with the Technical Consultants, responsible for the delivery of the solution, to ensure that what they deliver meets the requirements confirmed with the customer
•    Adopting and conforming to company standards and policies
•    Leading Sprint review “show and tell” workshops
•    Executing the functional testing prior to UAT, leading UAT review meetings, and supporting go-live and early life support
•    Working with the Project Manager on the sales to delivery handover
•    Participating in internal ServiceNow communities and other knowledge sharing activities


Performance indicators:
•    Ensures the department meets SLA, KPI and OLA performance targets
•    Maintains & improves stakeholder satisfaction levels
•    Understands and adheres to policies and procedures
•    Demonstrates winning together values


Skills and experience:
•    Senior Lead Consultants within the team have:
    Relevant qualifications or accreditations in ServiceNow
    In depth knowledge of the ServiceNow platform in ITSM and one other area
    ITIL accreditation to at least ‘Foundation’ level and are well versed in ITIL disciplines
    3-5 years of experience in similar roles
•    Senior Lead Consultants typically:
    Members of and active contributors to ServiceNow internal communities
    Mentor Lead Consultants
•    Senior Lead Consultants are:
    Regular advisors to the Solution Consulting team
•    Senior Lead Consultants:
    Are able to engage with customers at all levels of seniority and communicate the business benefits that a ServiceNow solution can provide
    Are able to work with all customers and to manage their expectations
    Keep up to date with ServiceNow technology, using relevant industry sources, and use this information in customer conversations
    Demonstrate good verbal and written communication skills
    Use active listening skills and probing techniques to understand the priorities and concerns of others and are self-motivating and capable of working alone or as part of a team.


Reporting into:
•    Head of Lead Consulting


Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.


However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.


That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.


We are still looking forward to getting to know you!


About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.


We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.


Interested in joining a company with a strong sense of community?


We’re growing. We’re hiring. We encourage. We empower. We support.

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