IT, Service Delivery & Operations Consultant

Advise on the implementation and continuous improvement (CI/CD) of onsite technology services; Provide expert evaluation of resources in IT management software (ServiceNow; Jira; Excel); Produce regular reports for KPI and SLA tracking; Assist in operational planning with comprehensive budget dashboards and quarterly reviews.

Supervise SharePoint permission levels and optimize project documentation structure; Coordinate internal and external meetings, ensure proper resource management including budget, allocation and deadline supervision; Support contract preparation and manage release of solicitation documents; Enable consistent service delivery reporting; Track plans and fund expenditure with ServiceNOW following the PRINCE2/PMP work-breakdown structure; Monitor and edit NSIP budget requirements based on national bid submissions and demands.

Create detailed ServiceNow and EBA reports with priority to operational and business analysis; Maintain the data analytics platform and assist senior executives with resource and portfolio management; Communicate with project managers to assist with task execution; Manage SLA health reporting and resource modifications in ServiceNow PPM and plan targets of upcoming sprints on ITOM; Automate data updates in ServiceNow and Excel pivot workbook reports.

Manage European operations portfolio with SLA of more than 95% availability; Integrate ServiceNow ITSM with JIRA workflows for end-to-end software support; Adhere to and deliver main tasks on Statements of Work including cybersecurity measures; Ensure constant and consistent stakeholder engagement; Serve as Single Point of Contact (SPOC) for client communications; Maintain Confluence/SharePoint knowledge database and integrity.

Design and lead program management with adjacent projects and B2B solutions; Manage project budgets and schedules using ServiceNow; Control data access in SharePoint; DevOps database cluster creator; Supervise delivery, evaluating PowerBI reports and Oracle Siebel.

Oversee SaaS delivery and Operational Level Agreement coordination of Technology Support Services Center; Produce annual departmental budget and develop certification programs for team members.