Consultant – Service Management Transformation

Consultant – Service Management Transformation Overview

As a Consultant in Service Management Transformation at Capgemini Invent, you will play a pivotal role in enhancing our clients’ service management capabilities through innovative solutions. This position is part of the Cloud Advisory capability unit, where you will engage with clients across various industries to modernize their operational practices and technology environments.

Your Role

Your responsibilities will include:

• Supporting the design and implementation of service management transformation initiatives, focusing on improvements to operating models, process optimization, governance, and ITSM capability development.
• Contributing to assessments of service management, operational maturity, tooling, and organizational effectiveness by collecting data, analyzing results, and helping to formulate recommendations and transformation roadmaps.
• Assisting clients in adopting AI-enabled capabilities within service management, including intelligent automation, virtual agents, knowledge management, workflow optimization, and service analytics.
• Developing knowledge of modern operational practices such as observability, monitoring, intelligent alerting, event management, and AIOps to enhance operational performance through automation and data insights.
• Collaborating with clients and internal teams to deliver transformation activities, workshops, process enhancements, and organizational change initiatives.
• Analyzing service performance data to identify continual improvement opportunities in service management and operational practices.
• Engaging in business development activities, including leading proposals, contributing to RFPs, and participating in client pitches and events.
• Participating in internal initiatives such as campaign development, whitepapers, and practice development activities.

Your Profile

To succeed in this role, you will need:

• Experience in service management and technology-enabled transformation, with a solid understanding of modern operating models, cloud services, AI capabilities, and digital operations.
• The ability to analyze client challenges and contribute to service and operational assessments, identifying improvement opportunities and supporting transformation initiatives.
• Practical experience with ITIL 4 service management principles, including Incident Management, Change Enablement, Problem Management, Service Request Management, and Continual Improvement.
• Familiarity with emerging service management trends, such as ITIL Version 5, Digital Product and Service Management, and AI-enabled operations.
• Desirable certifications include ITIL 4 Foundation or ITIL Version 5.
• Experience in supporting service management transformation or operational change initiatives.
• Knowledge of AI and automation applications in service management to enhance operational efficiency and service outcomes.
• Awareness of AIOps and observability capabilities, including monitoring, event correlation, and operational analytics.
• Familiarity with enterprise service management platforms like ServiceNow, Jira Service Management, or similar technologies.
• Experience in conducting service assessments, current-state reviews, and maturity assessments, including data analysis and recommendations.
• Understanding of cloud technologies and operating models across platforms like Microsoft Azure, AWS, or Google Cloud.
• Desirable cloud and AI certifications such as Microsoft Azure Fundamentals or AWS Cloud Practitioner.
• Knowledge of DevOps and Site Reliability Engineering (SRE) practices is a plus.
• Strong analytical and problem-solving skills, with effective communication and stakeholder management abilities.

What You’ll Love About Working Here

At Capgemini, you will have the chance to work closely with experienced consultants and leadership, gaining valuable insights and accelerating your professional growth. You will be involved in high-profile transformation projects and have access to training and certification opportunities from leading technology partners.

We prioritize inclusion and strive to create a positive work environment where employees can thrive. Flexible working arrangements are available to support your work-life balance, and we actively promote employee wellbeing through various initiatives.

Need to Know

While your office base may be in London, Manchester, or Glasgow, flexibility in assignment location is required, as roles may involve travel at short notice. We offer a competitive remuneration package with flexible benefits tailored to your personal circumstances.

Join us at Capgemini, where you will be part of a diverse team dedicated to making a positive impact through technology.

Degree Requirement: Not Specified

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