Senior - Principal Consultant, Service Management

i3Works Ltd

Principal Service Management Consultant at i3Works developing Service Management capabilities. Engaging stakeholders and solving client challenges using ITSM principles in a hybrid environment.

Posted 7/4/2026full-timeBristol • 🇬🇧 United KingdomSenior💰 £65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management (ITSM) by applying ITIL principles to design, implement, and improve service management processes and frameworks. Proven ability to engage stakeholders and deliver practical solutions in complex environments, particularly within the Defence Sector and Central Government.

Highest-signal resume keywords

ITIL 4/5 QualifiedService Management GovernanceService Design Package ProductionDefence Sector ExperienceStakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ITIL FrameworkService Management ProcessesIncident ManagementProblem ManagementChange EnablementService Request ManagementContinual ImprovementService WrappersOperating ProceduresService Documentation

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationRelationship ManagementWorkshop FacilitationResilience

Certifications & Qualifications

ITIL 4/5 CertificationNational Security Vetting (NSV)

Industry Keywords

ITSMDefence SectorCentral GovernmentDE&SDefence DigitalHome OfficeHMRCDEFRASIAMMulti-Supplier Service Environments

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Build our Service Management capability, team and offering across our i3works business
Apply ITSM principles to solve complex client challenges across a wide variety of environments
Play an integral role within the Service Management team
Work across a broad range of client engagements ranging from the creation and optimisation of individual ITIL processes through to designing complete service operating models, service wrappers and service management frameworks
Engage with stakeholders to understand requirements and develop practical, achievable solutions

Requirements

What you’ll need

Previous consultancy experience in a similar role
Experience delivering for Defence Sector, i.e. DE&S and Defence Digital
Experience delivering in Central Government, i.e. Home Office, HMRC and DEFRA
ITIL 4/5 qualified
Demonstrable experience working within an ITSM environment using the ITIL framework
Experience designing, implementing and improving ITSM processes, policies and governance
Experience producing Service Design Packages, service wrappers, operating procedures and service documentation
Demonstrable experience of involvement in Service Management governance
Strong understanding of core ITIL practices including Incident Management, Problem Management, Change Enablement, Service Request Management and Continual Improvement
Demonstrate an understanding of SIAM and multi-supplier service environments
Experience working in complex environments to identify, analyse and solve Service Management challenges
Ability to translate business and operational requirements into practical Service Management solutions
Flexibility and agility, with the ability to deal with complexity and ambiguity
Strong verbal and written communication capabilities with experience engaging stakeholders at all levels
Strong relationship management skills with clients, suppliers, colleagues and users in pursuit of delivering high quality services
Ability to facilitate workshops, gather requirements and develop service artefacts and recommendations
Ability to work under pressure and demonstrate resilience to ensure solutions are delivered effectively with full understanding of costs, timescales and risks
Ability to resolve issues quickly and efficiently
The suitable candidate will need National Security Vetting (NSV) security clearance. They will, preferably, already hold NSV to a high or very high standard, but must be able, and willing, to achieve it.

Benefits

Comp & perks

Private healthcare/medical cover & Group life insurance
Annual bonus scheme (dependent on personal and company performance)
25 days holiday plus bank holidays (increasing by 1 day per each calendar year, after your 3rd anniversary with the company – rising to a maximum of 30 days + bank holidays)
Enhanced Reservist Leave – up to 10 days paid.
Annual leave purchase scheme (up to 5 days per year)
5% company pension contribution
£250.00 annual donation towards a charity or grassroots organisation of your choice
Personal wellness benefit of £120.00 per month, access to unlimited 1-1 counselling support and a wealth of wellbeing and support resources
Enhanced parental leave
Electric car leasing salary sacrifice scheme
Cycle to work scheme (save 25-39% on a bike and accessories)
Paid qualifications for employees at all levels
Internal Employee Networks, regular social events throughout the year and charity fundraising activities to get involved with if you wish.