Project Consultant and IT Service Management (Itsm) Consultant

THE PROVISION OF STAFF AUGMENTATION FOR PROJECT CONSULTANT AND IT SERVICE MANAGEMENT (ITSM) CONSULTANT (RFQ NO:#4003) SCOPE OF WORK 1.0 INTRODUCTION 1.1 PROJECT BACKGROUND MISC Group ICT is concurrently managing multiple strategic and operational ICT initiatives, including enterprise system enhancements, service management improvements, and ongoing transformation programmes.

These initiatives span both project‑based delivery and operational service optimization and require specialized competencies in project governance, stakeholder management, and IT Service Management (ITSM). While internal ICT teams continue to provide strong operational support and domain knowledge, the current demand has placed additional pressure on internal capacity particularly in areas requiring independent project oversight, structured delivery discipline, and ITSM best‑practice implementation.

The proposed staff augmentation covers the engagement of a Project Consultant and an IT Service Management (ITSM) Consultant to support critical ICT initiatives and service management improvements. The Project Consultant will focus on strengthening project planning, execution governance, dependency management, and stakeholder coordination to ensure initiatives are delivered within agreed scope, timeline, and outcomes.

The ITSM Consultant will support the adoption and stabilization of IT service management practices, including incident, problem, change, and service improvement processes, alignment with ITIL and organizational ITSM standards. 2.0 SCOPE OF WORK AND REQUIREMENTS PERSONNEL’S SPECIFICATION AND/OR REQUIRED SERVICES

1. Personnel Specifications The VENDOR is required to provide the necessary resources to undertake responsibility for the provision of services and capabilities to MISC, who meets the following minimum criteria below: a) Education: Project Consultant (Technology / Delivery), IT Service Management (ITSM) Consultant

• Bachelor’s degree in IT, Engineering, Computer Science, or equivalent experience. b) Experience: Project Consultant (Technology / Delivery) a) PMP or PRINCE2 Practitioner (helpful but not compulsory), Azure/AWS, Cisco certificate b) Skilled in:
• Strong competency in requirements discovery and translating into solution scope, delivery approach, acceptance criteria and success metrics.
• Able to create high-quality project artefacts, BRD/FRD, solution options paper, implementation plan, migration approach, test strategy and production roll out plan.
• Led or supported complex infrastructure/computing initiatives that have competent to manage stakeholder workshops, current-state assessment, gap analysis.
• Demonstrated ability to work with vendor/partners and validate their proposal critically.
• Architecture literacy in understanding hybrid cloud, network segmentation, security controls, identify models.
• Strong data and analytical skills that can build operational models, capacity sizing, cost forecasting.
• Change enablement understanding (training, comms, adoption measurement).
• Quality assurance to validate vendor designs against standards (security, resiliency, operations)
• Decision facilitation that can drive clarity in terms of what is decided, by whom, by when. IT Service Management (ITIL/ITSM) Consultant a) ITIL 4 Managing Professional (Compulsory), COBIT (governance alignment) is good to have. b) Skilled in:
• Solid background in service operations and process design, Incident, Problem, Change, Request, Knowledge, Asset/CMDB, Service Catalog, SLAs.
• Experience with ITSM platforms such as BMC.
• Process mapping (AS-IS / TO-BE), policy/SOP development, governance frameworks.
• SLA design and performance reporting (MTTR, backlog, first-call resolution, change success rate).
• Strong understanding of service transition in terms of operation readiness, handover checklists, support model, runbooks, monitoring integration.
• Stakeholder adoption to gets engineers and service desk on alignment on the runbook and process.

1. Required Services a) Project Consultant (Technology / Delivery)

• Facilitate workshops and capture functional / non-functional requirements.
• Assess current state architecture, operations, constraints and risks.
• Perform gap analysis (people/process/technology) and readiness scoring.
• Develop solution options with trade-offs (cost, risk, timeline, complexity).
• Validate feasibility (integration, migration approach, dependencies).
• Ensure design considers operational supportability early (not after build).
• Review vendor solution design, build plans and deliverables for completeness.
• Assure alignment to standards (security, network, cloud, IAM and DR).
• Validate test strategy and acceptance criteria.
• Identify “hidden risks” and prevent rework /blanket implementation.
• Define support model, roles, responsibilities and runbook expectations.
• Define monitoring, alerting, logging and on-call requirements.
• Ensure knowledge transfer plan is effective and measurable.
• Validate SOW, milestones, deliverables, SLAs, acceptance terms.
• Ensure vendor commitments are measurable and enforceable. b) IT Service Management (ITIL/ITSM) Consultant
• Define ITSM governance (process owners, service owners).
• Define service management policies (change, incident, problem, request, CMDB).
• Define service review cadence and SLA framework.
• Define ITIL process design: § Incident Management (including major incident) § Problem Management § Change Management (standard/normal/emergency change) § Service Request Management including request catalog § Knowledge Management § Asset Management that includes CMDB alignment § Design and configure workflows, forms, categories, routing, approvals. § Define and implement SLA timers, escalations and notifications. § Build dashboard and operational reporting. § Ensure tool supports compliance requirements (audit trails). § Ensure runbooks, monitoring, support groups, knowledge articles are complete. § Drive acceptance for BAU handover. § Identify top recurring incidents and root causes analysis. § Define SLA targets and improvements initiatives. § Align service performance with business outcomes.

Requirements

THE PROVISION OF STAFF AUGMENTATION FOR PROJECT CONSULTANT AND IT SERVICE MANAGEMENT (ITSM) CONSULTANT (RFQ NO:#4003) SCOPE OF WORK 1.0 INTRODUCTION 1.1 PROJECT BACKGROUND MISC Group ICT is concurrently managing multiple strategic and operational ICT initiatives, including enterprise system enhancements, service management improvements, and ongoing transformation programmes.

These initiatives span both project‑based delivery and operational service optimization and require specialized competencies in project governance, stakeholder management, and IT Service Management (ITSM). While internal ICT teams continue to provide strong operational support and domain knowledge, the current demand has placed additional pressure on internal capacity particularly in areas requiring independent project oversight, structured delivery discipline, and ITSM best‑practice implementation.

The proposed staff augmentation covers the engagement of a Project Consultant and an IT Service Management (ITSM) Consultant to support critical ICT initiatives and service management improvements. The Project Consultant will focus on strengthening project planning, execution governance, dependency management, and stakeholder coordination to ensure initiatives are delivered within agreed scope, timeline, and outcomes.

The ITSM Consultant will support the adoption and stabilization of IT service management practices, including incident, problem, change, and service improvement processes, alignment with ITIL and organizational ITSM standards. 2.0 SCOPE OF WORK AND REQUIREMENTS PERSONNEL’S SPECIFICATION AND/OR REQUIRED SERVICES

1. Personnel Specifications The VENDOR is required to provide the necessary resources to undertake responsibility for the provision of services and capabilities to MISC, who meets the following minimum criteria below: a) Education: Project Consultant (Technology / Delivery), IT Service Management (ITSM) Consultant

• Bachelor’s degree in IT, Engineering, Computer Science, or equivalent experience. b) Experience: Project Consultant (Technology / Delivery) a) PMP or PRINCE2 Practitioner (helpful but not compulsory), Azure/AWS, Cisco certificate b) Skilled in:
• Strong competency in requirements discovery and translating into solution scope, delivery approach, acceptance criteria and success metrics.
• Able to create high-quality project artefacts, BRD/FRD, solution options paper, implementation plan, migration approach, test strategy and production roll out plan.
• Led or supported complex infrastructure/computing initiatives that have competent to manage stakeholder workshops, current-state assessment, gap analysis.
• Demonstrated ability to work with vendor/partners and validate their proposal critically.
• Architecture literacy in understanding hybrid cloud, network segmentation, security controls, identify models.
• Strong data and analytical skills that can build operational models, capacity sizing, cost forecasting.
• Change enablement understanding (training, comms, adoption measurement).
• Quality assurance to validate vendor designs against standards (security, resiliency, operations)
• Decision facilitation that can drive clarity in terms of what is decided, by whom, by when. IT Service Management (ITIL/ITSM) Consultant a) ITIL 4 Managing Professional (Compulsory), COBIT (governance alignment) is good to have. b) Skilled in:
• Solid background in service operations and process design, Incident, Problem, Change, Request, Knowledge, Asset/CMDB, Service Catalog, SLAs.
• Experience with ITSM platforms such as BMC.
• Process mapping (AS-IS / TO-BE), policy/SOP development, governance frameworks.
• SLA design and performance reporting (MTTR, backlog, first-call resolution, change success rate).
• Strong understanding of service transition in terms of operation readiness, handover checklists, support model, runbooks, monitoring integration.
• Stakeholder adoption to gets engineers and service desk on alignment on the runbook and process.

1. Required Services a) Project Consultant (Technology / Delivery)

• Facilitate workshops and capture functional / non-functional requirements.
• Assess current state architecture, operations, constraints and risks.
• Perform gap analysis (people/process/technology) and readiness scoring.
• Develop solution options with trade-offs (cost, risk, timeline, complexity).
• Validate feasibility (integration, migration approach, dependencies).
• Ensure design considers operational supportability early (not after build).
• Review vendor solution design, build plans and deliverables for completeness.
• Assure alignment to standards (security, network, cloud, IAM and DR).
• Validate test strategy and acceptance criteria.
• Identify “hidden risks” and prevent rework /blanket implementation.
• Define support model, roles, responsibili