Service Management Consultant

Mott MacDonald

We’re a global engineering, management, and development consultancy.
Our purpose is to improve society by considering social outcomes in everything we do, relentlessly focusing on excellence and digital innovation, transforming our clients’ businesses, our communities and employee opportunities.

A fundamental part of this is respecting each person’s differences and striving to meet their needs.

Our values: Progress, Respect, Integrity, Drive, Excellence.

About the business unit

Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.

Overview of role

We are looking for a consultant to join our Central Digital team to act as primary support to our Service Manager. The role offers an opportunity to learn about the wider business, our most pressing client needs, and how we can shape the response from our digital team to deliver the best outcomes for our clients.

It will involve lots of engagement and collaboration with both Central Digital colleagues and the business and will involve taking a lead role in using and promoting the new digital portal. The role will evolve in line with the service and therefore presents a great career opportunity for those interested in developing a consulting skillset.

Service Management

• Supporting development and maintenance of the standards, policies and procedures in relation to service management across Central Digital.
• Monitoring KPIs and SLAs across the Central Digital service.
  

Digital Portal

• Supporting the ongoing development of the digital portal managed by Group, feeding in the views from the Central region and business.
• Ensure requests are being triaged in a timely and appropriate manner with the Service Manager.
• Check for new requests and follow up with the business to understand and feed into triage.
• Monitor the digital portal and work with workstream leads to ensure they have an up to date view on requests and prioritisation.

Reporting / Performance metrics

• Generating and checking reports on service metrics for Group Digital and EUNA and ISMA executives.
• Weekly portfolio calls with workstream leads to update the portfolio management tool and understand any escalations.
  

Engagement and stakeholder collaboration

• Working with business to capture and understand requirements, then working with the wider Central Digital team to direct these to the right team or individual.
• Monitoring and updating the stakeholder engagement plan.

Project Management

• Acting as PM for the Service management plan.

Consultancy activities

• Process mapping, facilitation and designing workshops and events, business improvement initiatives for service management, and other tasks and activities as required.

Candidate Specification

It is essential that candidates have strong interpersonal skills and are excellent communicators as the role will require a high degree of engagement and collaboration. A positive mindset and the ability to problem solve will be key to being successful in this role.

Ideally candidates will be comfortable with Excel and understand how to develop good presentations and build a simple business case, however, these skills are desirable and can be developed in the role for the right candidate.

Essential

• Strong interpersonal and communication skills
• Creative problem-solving ability
• Positive mindset
• Collaborative attitude and approach
• Strong organisational capabilities
• Drive and enthusiasm to solve problems and overcome challenges

Preferred

• Some experience in reporting tooling (e.g. PBI)
• Proficient with Excel
• Good presentation and business-case skills

Equality, diversity, and inclusion

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

Accessibility

We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at reasonable.adjustments@mottmac.com and we will talk to you about how we can support you.

Agile working

Happy to talk Flexible Working and how we can support your responsibilities beyond the workplace.

We offer some fantastic benefits including:

• Pension matched up to 7%
• Life insurance
• An annual professional institution subscription
• Continuous development opportunities – because we want you to thrive
• Agile/flexible working – because life isn’t 9-5
• Enhanced parental leave; shared parental leave policies – for parents and care givers
• Annual bonus scheme
• Flexible benefits that suit you, including ability to buy/sell annual leave entitlement, cycle to work & interest free season ticket loans
• Wellbeing support including access to an independent Employer Assistance Scheme, wellbeing champions and access to learning and support resources
• Access to our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability and parents/carers communities
• The opportunity to make a difference; learn more about our social outcomes

Apply now, or for more information about our application process, click here.