Manager, IT Risk Management
Sullivan & Cromwell LLP
Cyber Security
IT Service Improvement Consultant
MWResource, Inc.
contract
Posted on:
Origin: • 🇺🇸 United States • Massachusetts
Visit company websiteSalary
💰 $60 - $75 per hour
Job Level
Mid-LevelSenior
Tech Stack
Cyber SecurityITSM
About the role
- The IT Service Improvement Consultant is responsible for assessing, advising, and driving improvements throughout the Information Services organization, with a heavy focus on IT incident and problem management, IT service resilience, and business continuity practices.
- The selected Consultant will work cross-functionally throughout IT and with business stakeholders to identify service inefficiencies, facilitate incident retrospectives, model and audit platforms, applications, and related business services for CMDB, recommend process improvements to enhance operational reliability and reduce service disruptions, and improve recovery readiness as part of the IT Disaster Recovery (ITDR) and BCP programs.
- Responsibilities: Incident & Problem Management Improvement
- Refine root cause analysis (RCA) and lessons learned practices
- Lead cross-functional working sessions to prioritize and implement improvements
- Create dashboards or reports that communicate service performance and improvement trends
- IT Service Management (ITSM) Maturity
- Evaluate ITSM processes (incident, problem, change, knowledge, configuration) against best practices (e.g. ITIL)
- Advise on process standardization, documentation, and automation opportunities
- Assist in developing service catalogs and SLAs/OLAs
- Disaster Recovery & Business Continuity Readiness
- Review and assess ITDR/BCP plans and documentation
- Identify gaps in recovery objectives (RTO/RPO), failover procedures, or test practices
- Participate in tabletop exercises and coordinate with Enterprise Resilience, Information Services & Cyber Security, and business stakeholders to examine and align on recovery capabilities and expectations
- Stakeholder Engagement & Knowledge Transfer
- Present findings, recommendations, and roadmaps to IT Management
- Mentor internal staff on ITSM and CSI best practices
- Document recommendations, processes, and metrics in a format suitable for long-term internal use
- Participate in regular Change Management & Infrastructure Review meetings to stay apprised of day-to-day operations throughout IT
- Organize Infrastructure Review data into CMDB and CRS in partnership with Infrastructure Services, Service Delivery, Change, Asset & License Management, and Enterprise Architecture teams
Requirements
- Proven experience with ITIL/ITSM frameworks and continuous service improvement
- Strong knowledge of incident/problem/change management processes
- Familiarity with DR/BCP concepts, practices, and testing
- Experience with service management tools (e.g. Jira Service Management)
- Strong analytical and communication skills; ability to influence without authority
