Service Delivery Consultant

Forvis Mazars is a leading global professional services network providing audit & assurance, tax, and advisory services. Forvis Mazars in the UK spans 14 offices across the nation and has over 3,400 professionals, with 190 partners. We have a clear purpose and a shared commitment to shape a better future.

You'll join a collaborative and inclusive team where you're supported to grow your skills, explore new opportunities, and contribute from day one. You'll work with a diverse client base, develop meaningful connections, and gain experience that extends beyond your local team. Together, we grow, belong and impact.

About the team

The Service Delivery team, part of IT and supported by key third‑party suppliers, provides services to around 3,900 users across offices mainly in the UK, with some global reach. Our IT Service Delivery Consultants are based onsite, working directly with customers both face‑to‑face and via Teams or email.

About the role

As an IT Service Delivery Consultant, you'll play a central role in transforming and enhancing our service function. This opportunity is perfect for ambitious technicians eager to grow their expertise while working within a supportive, innovative team.

• Proactive Incident Management: You will take charge of all Incidents and Service Requests, working closely with third-party teams, and pushing the boundaries to resolve issues swiftly.
• Take a proactive view to IT service including performing root cause analysis and implement permanent fixes for recurring issues.
• Digital Transformation: Embrace the power of automation and digital capabilities to enhance our services, making them more efficient and accessible to our clients.
• Collaboration: You'll be a bridge between external Service Desk and internal teams, ensuring seamless communication and delivering customer-focused solutions. You will mentor and guide L1 colleagues to improve team capability.
• Continuous Improvement: Your role involves identifying opportunities for enhancement, championing ITIL-based standards, and recommending improvements to our processes.
• Knowledge Exchange: Facilitate the exchange of knowledge between onsite teams and the Service Desk, fostering a culture of learning and growth.
• Asset Management: Take ownership of asset management responsibilities, ensuring our kit levels are always optimized for peak performance.
• Customer Engagement: Go beyond traditional support and partner with clients to educate them on maximizing their technology and collaboration resources.
• Innovation: Be part of exciting project-related activities, contributing your expertise to shape the future of our services.
• Empowerment: Lead new joiner orientation sessions and organize ad hoc drop-in training sessions to empower our users to harness technology's full potential.
• Troubleshoot and resolve complex technical issues across infrastructure, applications, end-user environments, and AV/meeting room systems.

What we are looking for

• ITIL Expertise: You're well-versed in ITIL V3/V4 principles, providing a strong foundation for our service evolution.
• Customer-Centric: Your commitment to exceptional customer service sets you apart, driving you to exceed expectations.
• Technical Proficiency: Your technical competences include supporting workplace hardware, Microsoft Office 365, Azure AD, Citrix solutions, and more. Nexthink experience is a plus.
• Documentation Skills: Your ability to create and review workplace knowledge base documentation is solid.

Diversity, Equity & Inclusion

At Forvis Mazars diversity, equity and inclusion are central to our values. We value our people's unique backgrounds, perspectives, and experience, and know this diversity create better outcomes for our clients. We seek to attract, develop, and retain the best talent, inclusive of sex, ethnicity, disability, socio-economic background, sexual orientation, gender identity, nationality, and faith. We select candidates based on skills, knowledge, qualifications, and experience and aim to support all our team