ITSM Consultant (Capacity/Availability/Incident/Problem)

Qualifications And Clearances

• Formal ITIL qualification
• Relevant industry experience
• Baseline Security Clearance required\

Related Experience

• At least 5-6 years’ experience in overseeing the delivery of IT services in a managed service environment or large government agency

Desirable attributes specific to role

• Recent experience in a similar position, preferably within an outsourcing environment
• Strong understanding of capacity planning and performance management principles
• Proven experience identifying capacity constraints and implementing improvement initiatives to optimise resource utilisation and reduce operational risks
• Ability to forecast future capacity requirements based on business growth, historical data, and technology trends
• Familiarity with industry-standard capacity and performance monitoring tools and techniques
• Experience in developing and presenting capacity improvement plans to senior stakeholders and technical teams
• Good understanding of change management principles, techniques, and tools
• Strong stakeholder management, facilitation, and influencing skills
• Effective conflict resolution and negotiation capabilities
• Excellent listening and communication skills, with the ability to present complex information clearly to both technical and non-technical audiences
• Experience in developing metrics, trend analysis, and reporting to support quality outcomes and continuous service improvement
• Understanding of SLTs, SLAs, OLAs, CSFs, and KPIs, with a focus on aligning capacity planning with service performance targets
• Exposure to Problem Management methodologies, including:
• 5 Whys Root Cause Analysis
• Ishikawa / Cause & Effect Mapping
• Kepner-Tregoe Analysis
• Experience in creating and delivering Problem Reports
• Ability to maintain detailed records of system performance, capacity utilisation, maintenance schedules, and associated risks
• Skilled in evaluating trade-offs between system availability, performance, capacity, and cost efficiency
• In-depth understanding of IT infrastructure, including servers, storage, networking, cloud environments (AWS, Azure, OCI), and enterprise applications
• Familiarity with best practices for disaster recovery, business continuity planning, and high availability architecture

Other Requirements

• Strong analytical and problem-solving skills
• Solid understanding of commercial contract constructs and how capacity commitments impact financial outcomes
• High-level working knowledge of common infrastructure and application technologies
• The ideal candidate is forward-thinking, strategic, and highly organised, with a demonstrated ability to drive operational improvements through effective capacity and availability management

What Makes Us NRI?

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you’re always ahead of tomorrow.

We’re that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond.

We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we’re powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.

Transformative digital solutions take the right team, making the right moves at the right time.

You’ve found yours with NRI.