AI-Driven IT Service Management Consultant

Reply; United Kingdom; On-site; GBP 55,000 - 75,000; Full time

Job summary

Reply is seeking a Service Management Consultant with 3–5 years' experience to move beyond traditional ITIL and redesign how technology services are delivered and managed. You will work across strategy, advisory, solution design, and delivery, transforming IT operations while developing propositions in AI value management and intelligent automation.

This is a 360° consulting role engaging senior stakeholders on meaningful transformations.

Qualifications

• 3–5 years of experience in IT Service Management, IT Operations or a related consulting environment.
• Strong grounding in core Service Management disciplines (Incident, Problem, Change, Service Level, Continual Improvement).
• Curious, proactive and comfortable challenging conventional thinking with an interest in AI and automation.
• Able to communicate confidently with technical and business stakeholders.
• Strong analytical and problem-solving skills with experience supporting business cases or benefits realization.
• Exposure to ITSM platforms such as ServiceNow, BMC Helix or Jira Service Management.

Responsibilities

• Lead end-to-end consulting engagements from initial client discussions to solution design and value realization.
• Help clients transform IT Service Management and IT Operations toward modern, data-driven service models.
• Design and improve IT operating models, governance, and service management processes.
• Explore how AI, AIOps and intelligent automation can enhance IT operations and user experience.
• Support AI value management activities, building business cases and tracking realized value.

Skills

IT Service Management

IT Operations

Analytical thinking

Problem solving

Stakeholder communication

Education

ITIL qualification

Tools

ServiceNow

BMC Helix

Jira Service Management

Job description

Reply is seeking a Service Management Consultant with 3–5 years' experience to move beyond traditional ITIL and redesign how technology services are delivered and managed. You will work across strategy, advisory, solution design, and delivery, transforming IT operations while developing propositions in AI value management and intelligent automation.

This is a 360° consulting role engaging senior stakeholders on meaningful transformations.