IT Service Management Consultant
Company Name:
Phase One Consulting Group
Phase One Consulting Group is seeking an experienced IT Service Management Consultant with organizational and operational knowledge of how a customer relationship management (CRM) organization works at a strategic level, preferably within an Office of the Chief Information Officer (OCIO). This role is responsible for supporting the OCIO management team in designing and launching a well-designed CRM organization. This role is not within a help desk organization and will have minimal interaction with help desks. Rather, the role is to help an OCIO:
Define how IT shared services are identified and delivered
Design how to best capture customer requirements and feedback
Develop and implement multiple channels for interacting with customers, including customer councils or other customer forums
Collaborate with other members of the OCIO team in the customer support life cycle
Define and implement customer satisfaction measurement techniques
Define and manage executive level dashboards and reports that summarize the overall IT services and customer satisfaction profile for the organization
Position Responsibilities
Lead strategic consulting projects and provide senior advisory support to government clients for major IT organization initiatives
Develop an OCIO Concepts of Operations for how a CRM organization will operate and manage implementation of the Concept of Operations
Stand up an OCIO governance structure to enable a high-performing CRM organization
Support continued development and management of an IT service catalog; track service delivery to ensure accordance with service level agreements (SLAs)
Interact with executive-level customers on behalf of the CIO
Create, implement, and use business processes and procedures for using a CRM tool to manage customer interactions
Develop high-quality communication and marketing materials (e.g., executive briefings, presentations, web content, marketing emails, fact sheets, etc.)
Establish, coordinate, and support OCIO customer council meetings by preparing invitations, agendas, presentation materials, etc.
Assist in designing and developing customer profiles for OCIO customer groups and creating customer engagement strategies for those customer groups
Position Requirements
7 to 10 years of management consulting experience in the areas of project management, organizational transformation, organizational change management, IT Service Management, or OCIO operational support
Demonstrated experience providing Customer Relationship Management at a strategic level within an organization
Ability to effectively manage projects and ensure high-quality client deliverables (i.e., free from errors, consistent content and formatting, etc.) while operating under short deadlines
Group facilitation skills and ability to coordinate and facilitate executive level customer requests
Strong communication and marketing skills, including:
Extensive experience in development of executive briefings, executive-level PowerPoint presentations, and compelling written communication documents with minimal supervision and guidance
Ability to create communication and marketing materials, such as email marketing and web content
Ability to perform detailed business analysis functions including development of business process models, process workflows, CONOPS, etc.
Working knowledge of IT service catalogs, Service Level Agreements (SLAs), and IT Service Management principles
Ability to build and maintain trusting and value added client relationships
Working knowledge of CRM software packages (such as Salesforce)
Experience with Google Apps, including Google Sites, is desirable
Bachelor's degree in Business Administration. Master's degree preferred (or equivalent combination of education and experience)
Project Management Professional (PMP) certification a plus
Familiarity with Information Technology Infrastructure Library (ITIL) is desired
U.S. Citizenship
Candidates must be able to work on-site at Federal agencies located in Washington, DC and must be able to obtain a U.S. Federal government client badgeEstimated Salary: $20 to $28 per hour based on qualifications.
Phase One Consulting Group
Phase One Consulting Group is seeking an experienced IT Service Management Consultant with organizational and operational knowledge of how a customer relationship management (CRM) organization works at a strategic level, preferably within an Office of the Chief Information Officer (OCIO). This role is responsible for supporting the OCIO management team in designing and launching a well-designed CRM organization. This role is not within a help desk organization and will have minimal interaction with help desks. Rather, the role is to help an OCIO:
Define how IT shared services are identified and delivered
Design how to best capture customer requirements and feedback
Develop and implement multiple channels for interacting with customers, including customer councils or other customer forums
Collaborate with other members of the OCIO team in the customer support life cycle
Define and implement customer satisfaction measurement techniques
Define and manage executive level dashboards and reports that summarize the overall IT services and customer satisfaction profile for the organization
Position Responsibilities
Lead strategic consulting projects and provide senior advisory support to government clients for major IT organization initiatives
Develop an OCIO Concepts of Operations for how a CRM organization will operate and manage implementation of the Concept of Operations
Stand up an OCIO governance structure to enable a high-performing CRM organization
Support continued development and management of an IT service catalog; track service delivery to ensure accordance with service level agreements (SLAs)
Interact with executive-level customers on behalf of the CIO
Create, implement, and use business processes and procedures for using a CRM tool to manage customer interactions
Develop high-quality communication and marketing materials (e.g., executive briefings, presentations, web content, marketing emails, fact sheets, etc.)
Establish, coordinate, and support OCIO customer council meetings by preparing invitations, agendas, presentation materials, etc.
Assist in designing and developing customer profiles for OCIO customer groups and creating customer engagement strategies for those customer groups
Position Requirements
7 to 10 years of management consulting experience in the areas of project management, organizational transformation, organizational change management, IT Service Management, or OCIO operational support
Demonstrated experience providing Customer Relationship Management at a strategic level within an organization
Ability to effectively manage projects and ensure high-quality client deliverables (i.e., free from errors, consistent content and formatting, etc.) while operating under short deadlines
Group facilitation skills and ability to coordinate and facilitate executive level customer requests
Strong communication and marketing skills, including:
Extensive experience in development of executive briefings, executive-level PowerPoint presentations, and compelling written communication documents with minimal supervision and guidance
Ability to create communication and marketing materials, such as email marketing and web content
Ability to perform detailed business analysis functions including development of business process models, process workflows, CONOPS, etc.
Working knowledge of IT service catalogs, Service Level Agreements (SLAs), and IT Service Management principles
Ability to build and maintain trusting and value added client relationships
Working knowledge of CRM software packages (such as Salesforce)
Experience with Google Apps, including Google Sites, is desirable
Bachelor's degree in Business Administration. Master's degree preferred (or equivalent combination of education and experience)
Project Management Professional (PMP) certification a plus
Familiarity with Information Technology Infrastructure Library (ITIL) is desired
U.S. Citizenship
Candidates must be able to work on-site at Federal agencies located in Washington, DC and must be able to obtain a U.S. Federal government client badgeEstimated Salary: $20 to $28 per hour based on qualifications.
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