Information Technology Service Management Consultant

Making a difference and driving positive change is what we do every day at Rapid Circle. Our Cloud Pioneers help our clients in their digital transformation. Are you someone who goes for constant, positive change? Then this vacancy is for you!

As a Cloud Pioneer at Rapid Circle, you will work with our customers on different projects. For example, making impact in the healthcare sector, by making research data safely available. But also, awesome projects in the manufacturing or energy market make this job very challenging.

At Rapid Circle we are curious and are constantly improving our expertise to help customers find their way in a rapidly changing world. We share our knowledge and discover new ways to learn. Rapid Circle is growing rapidly and are therefore looking for the right person for the role. You will be given lots of freedom to develop personally. We also have a lot of in-house knowledge (MVPs) within the Netherlands, Australia, and India. By working closely with your (international) colleagues, you can continue to challenge yourself and create your own growth path. Freedom, entrepreneurship, and development are key at Rapid Circle, so also in the role of a ITSM Consultant.

Key Role & Responsibilities: Collaborate with the program team to define and select the support model for Enterprise IT and PC applications. Calculate, align, and agree with PC and SOM on Project and Operations Run & Maintenance Costs Design and implement Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for IT services. Assess and integrate IT Service Management Processes/ServiceNow for adoption by PC. Design and implement new or hybrid IT processes if required, after evaluating existing Shell processes or ServiceNow. Onboard PC applications and services to Shell ITSM: Incident, Asset, Problem, Change, and Configuration management processes. Obtain inventory/CMDB registration information from PC IT and vendors in ServiceNow. Identify new roles and responsibilities required for PC IT support and change management. Gather information from PC IT/vendors to fulfil “Transition to Support” checklist prior to Go-Live. Coordinate hypercare periods during transition and secure final sign-offs for handover to IT Operations. Manage contracts to allow Shell’s strategic IT suppliers to support PC. Discuss and agree on IT support costs and chargeback models.

Required Skills: IT Project Management experience. Experience with IT New Service Development (NSD) projects and defining IT support models. Expertise in implementing change management for new support models, SLAs, and KPIs. Knowledge of IT Service Management and relevant tools (preferably ServiceNow).

Expectations: Provide input during support model development. Ensure IT processes are adopted in ServiceNow. Support testing of IT Service Management processes. Facilitate training for support and end users. Oversee hypercare activities post-transition.