Service Management Consultant

Service Management Consultant 

Job Description 

Actica Consulting is a digital transformation consultancy focused on the UK public sector.

We deliver technology-focused consultancy in complex environments, helping clients plan and deliver major technology change, improve operational performance, and realise value from investments in digital services and critical infrastructure.

Our work spans organisational change, digital transformation, programme delivery, cyber security, AI, data and analytics, and complex technology procurements.

As a Service Management Consultant, you will support clients undertaking large-scale technology and service procurements, digital transformation programmes, and service improvement initiatives. Working as a trusted advisor, you will help clients define service requirements, develop operating models, establish service management frameworks, support procurements, and ensure that new services can be transitioned into live operation successfully and sustainably.

Key Responsibilities

Working independently or as part of a multidisciplinary team, you may contribute to a range of consultancy activities, including:

• Supporting the development of service management strategies, operating models, and governance arrangements
• Defining business, technical, service management, or transition and mobilisation requirements
• Supporting technology procurements, including developing procurement documentation, evaluation approaches, and supplier assessment criteria
• Analysing supplier proposals, service models, commercial arrangements, and operational risks, providing recommendations based on evidence and best practice
• Assisting clients in implementing service management frameworks and processes, including ITIL-aligned practices
• Supporting supplier engagement activities, clarification processes, and commercial discussions
• Providing independent client-side assurance that proposed solutions and service models are appropriate, effective, and aligned with operational needs
• Working closely with technical, operational, programme, and commercial stakeholders to ensure solutions are deliverable and sustainable
• Supporting governance, assurance, and investment approval activities through the preparation of reports, analyses, and briefing material
• Assisting transition, mobilisation, and operational readiness activities to support successful service implementation
• Sharing relevant knowledge and experience to support clients and contribute to the wider Actica team

Based on your experience, you may take ownership of workstreams, lead specialist activities, and support the development of junior consultants.

Skills, Knowledge and Expertise

We are looking for people with experience in service management, digital transformation, technology-enabled change, or the delivery of complex technology services.

This role requires individuals who can apply structured thinking to complex problems and confidently work across business, operational, technical, and commercial domains.

Strong communication and stakeholder management skills are important, as this is a client-facing role involving collaboration with a wide range of stakeholders.

Experience in two or more of the following areas is beneficial:

• Service management frameworks and practices, including ITIL
• Service transition, mobilisation, operational readiness, or supplier onboarding activities
• Technology procurement, commercial evaluations, and contract development
• Supplier performance management, governance, and service assurance
• Development of service operating models and service management processes
• Telecommunications, network infrastructure, digital services, or operational technology environments
• Programme and project management approaches such as MSP, PRINCE2, Agile, or similar methodologies
• Development of business, technical, operational, or service requirements

We recognise that relevant experience can be gained in a variety of ways and welcome applicants from a broad range of professional and technical backgrounds.

Additional Requirements

• Must be eligible and willing to obtain UK Government Security Clearance. Find out more information about the Security Clearance (SC) process and requirements here. 

What Helps You Succeed

• Ability to analyse complex operational, technical, and commercial information and develop practical recommendations
• Strong relationship-building and stakeholder engagement skills
• Confidence facilitating workshops and contributing to decision-making activities
• Excellent written and verbal communication skills
• Ability to work collaboratively within multidisciplinary teams
• Adaptability in a fast-paced and changing environment

Working Arrangements

We offer a hybrid working model, with an office base in Guildford and access to other locations including London, Swindon, and Cheltenham.

Your time may be split between:

• Working from home
• Office-based working
• Client sites (commonly 2–3 days per week, depending on project requirements)

Some projects may require more regular on-site attendance. Occasional travel or overnight stays during the working week may be necessary.

You will work in a collaborative, team-based environment with opportunities to get involved in internal initiatives.

Career Development

You will be guided by a mentor throughout your career at Actica. In addition, a Performance and Development Manager will work with you to review progress, set development goals, and identify training opportunities aligned with your interests and project experience.

Our Obligation to Inclusion

We are driven to create an inclusive and encouraging working environment where people from all backgrounds can thrive. We aim to ensure fairness and consistency in our recruitment processes, and we make hiring decisions based on skills, experience, and potential.

We promote respectful and inclusive behaviours across our organisation and are devoted to providing equal opportunities for all.