Senior Service Management Consultant

Location: Onsite - Dublin, Ireland

Contract Duration: 3-6 months (Full-time), starting July 2026

Role Overview: We are seeking a Senior/Principal Service Management Consultant to support the establishment and maturity of a Service Management Office (SMO). You will shape operating models, processes and governance, while coaching teams and embedding sustainable, ITIL-aligned practices. This role requires strong stakeholder engagement and hands-on consultancy delivery across complex environments.

Key Responsibilities Include:

• Lead Service Management consultancy across strategy, design, transition, operations, and continual improvement
• Assess service maturity, identify gaps, and define practical improvement roadmaps
• Design and enhance core ITSM processes (incident, request, problem, change, service level, knowledge, configuration, continual improvement)
• Develop service operating models and governance frameworks
• Facilitate workshops and stakeholder sessions to drive alignment and adoption
• Produce high-quality deliverables (processes, operating models, service designs, reports)
• Advise on ITSM tooling, workflows, reporting, and metrics
• Coach SMO teams to embed sustainable practices
• Support proposals and consultancy scoping as required

Essential Requirements:

• Experience in a Senior/Principal Service Management or ITSM consultancy role
• Strong ITIL knowledge with proven practical application
• Experience designing ITSM processes, governance, and operating models
• Ability to assess maturity and deliver pragmatic recommendations
• Strong stakeholder engagement, facilitation, and influencing skills
• Excellent analytical, communication, and documentation skills
• Experience with ITSM tools (eg ServiceNow, Jira, Ivanti, BMC, Freshservice)
• Ability to work independently and manage multiple priorities
• ITIL certification

Desirable Requirements:

• Advanced ITIL certifications (MP, SL, Practice Manager)
• Experience in service transformation, SIAM, or enterprise service management
• Background in organisational change or service design
• Experience establishing or improving an SMO
• Relevant degree or equivalent experience

If you are available and interested in this opportunity, please apply for further information. Please note due to high volumes of applications we are unable to contact every application.

If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values 'Honesty, Integrity and Pragmatism'. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics.
If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.