IT Service Management Consultant - UK Based - Outside IR35

Gigged AI is an open talent marketplace specialising in the IT and technology sector. We have an opportunity live at the moment for a Full Stack Java Developer.
 

Duration: 4 months

Location: UK, hybrid working TBC

IR35: Outside IR35, pending final determiantion

Start: End of June

All applicant proposals will be reviewed directly on the Gigged AI platform by the hiring manager.

In order to send a proposal please follow the below steps

• head to app.gigged.ai and create a free talent profile
• once signed in, follow this link to the project - https://app.gigged.ai/find-a-gig/Mo6GM720ndL
• you will now see a 'submit proposal' button
• please fill this in (intro, relevant experience, and attach CV to this)

Context

The client operates a structured IT function aligned to ITIL principles, with established governance including CAB, release control, and security/compliance aligned to ISO standards.

Significant progress has been made in governance, incident management, and security. The objective now is to evolve to a fully integrated, scalable, and measurable operating model.

While core controls exist, there is inconsistency across end-to-end processes, particularly in demand management, execution discipline, and release management, resulting in variability in delivery quality, efficiency, and auditability..

Objective

Technical Improvement Consultant needed to support the below:

• End-to-end process integration across demand to delivery
• Improved execution discipline and governance adherence
• Reduction in operational overhead and manual activity
• Establishment of a standardised and scalable release management framework

Scope of Work (High-Level Focus Areas)

Release Management Review & Improvement

• Assess current release processes (CAB, approvals, deployments, communication)
• Define an end-to-end release lifecycle model
• Standardise release types (standard / normal / emergency)
• Introduce clear release readiness criteria and approval controls
• Align release processes with CI/CD pipelines and change management
• Define release cadence and governance model
• Implement post-release validation and feedback loops
• Establish release metrics

Operating Model & Process Integration

• Define end-to-end lifecycle (demand → build → test → deploy → support)
• Establish clear handoffs and ownership between IT, Product, and QA
• Remove siloed or disconnected processes
• Introduce entry/exit criteria and governance controls

Demand & Intake Management

• Design a single front door for all IT work
• Define categorisation model (BAU / Change / Project)
• Implement prioritisation framework (risk, value, effort)
• Establish approval gating before work begins

Execution & Tooling Alignment

• Align process with tooling (Service Desk, CI/CD, identity platforms)
• Eliminate off-process and manual activities (e.g. email-driven changes)
• Define minimum execution standards (change records, test evidence, approvals)

Metrics & Performance Framework

• Define and implement key performance measures