Consultant - Service Management Transformation

Capgemini; Greater London; Hybrid; GBP 65,000 - 100,000; Full time

Benefits offered by this job

Hybrid working

Learning & certification opportunities

Wellbeing support

Job summary

Capgemini Invent seeks a Service Management Transformation Consultant to help clients modernise service management, processes and operating models. You will work in multidisciplinary teams delivering assessments, roadmaps and governance enhancements for cloud adoption and AI-enabled operations.

You will leverage ITIL practices, AIOps insights and enterprise platforms such as ServiceNow to improve performance and user experience across industries.

Qualifications

• Experience applying ITIL 4/5 in service management and transformation.
• Ability to assess maturity and tooling and provide practical recommendations.
• Knowledge of cloud platforms and AI-enabled operations.

Responsibilities

• Design and deliver service management transformation initiatives and operating model improvements.
• Contribute to assessments, roadmaps and governance enhancements.
• Support AI-enabled capabilities and intelligent operations for clients.

Skills

ITIL 4

ITIL 5

AI-enabled operations

Cloud services

DevOps

SRE

Observability

Stakeholder management

Analytics

ServiceNow/Jira Service Management

Education

ITIL Foundation

Tools

ServiceNow

Jira Service Management

Freshworks

Job description

Capgemini InventAt Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.Your RoleThis is a high-impact role within the Cloud Advisory capability unit, contributing to our leadership in Service Management, AI-enabled Operations and Cloud Transformation across clients in a variety of industry sectors.As a Consultant in Service Management Transformation, you will support clients in modernising their service management capabilities, operational practices and technology environments through the adoption of cloud technologies, AI, automation and modern service management principles. Working as part of multidisciplinary teams, you will contribute to assessments, transformation programmes and service improvement initiatives that enhance business outcomes, user experience and operational resilience.Service Management Transformation – Support the design and delivery of service management transformation initiatives, including operating model improvements, process optimisation, governance enhancements and ITSM capability development.Service Assessments & Analysis – Contribute to service management, operational maturity, tooling and organisational assessments by gathering data, analysing findings and supporting the development of recommendations, improvement plans and transformation roadmaps.AI in Service Management – Support clients in understanding and adopting AI-enabled capabilities across service management, including intelligent automation, virtual agents, knowledge management, workflow optimisation and service analytics.AIOps & Intelligent Operations – Develop an understanding of modern operational practices including observability, monitoring, intelligent alerting, event management and AIOps capabilities, supporting clients in improving operational performance through automation and data-driven insights.Cloud & Digital Operations – Support the design and evolution of service management approaches that enable cloud adoption, operational resilience and digital transformation outcomes.Transformation Delivery – Work collaboratively with clients and Capgemini teams to deliver transformation activities, workshops, process improvements and organisational change initiatives.Performance & Continual Improvement – Help analyse service performance data and identify opportunities for continual improvement across service management and operational practices.As part of your role you will also have the opportunity to contribute to the business and your own personal growth, through activities that form part of the following categories:Business Development – Leading/contributing to proposals, RFPs, bids, proposition development, client pitch contribution, client hosting at events.Internal contribution – Campaign development, internal think-tanks, whitepapers, practice development (operations, recruitment, team events & activities), offering development.Learning & Development – Training to support your career development and the skills demand within the company, certifications etc.Your ProfileYou'll bring experience in service management and technology-enabled transformation, with an understanding of modern operating models, cloud services, AI-enabled capabilities and digital operations.You will be able to analyse client challenges, contribute to service and operational assessments, identify improvement opportunities and support the delivery of transformation initiatives that improve business outcomes, operational resilience and service performance.You will bring proven skills and experience in several of the following areas:Practical experience applying ITIL 4 service management principles and practices, including Incident Management, Change Enablement, Problem Management, Service Request Management and Continual Improvement.Understanding of emerging service management trends, including ITIL Version 5, Digital Product and Service Management, AI-enabled operations, experience-led service delivery and value-driven service management.ITIL 4 Foundation or ITIL Version 5 certification is desirable.Experience supporting service management transformation, service improvement or operational change initiatives.Knowledge of how AI and automation can be applied within service management to improve operational efficiency, employee experience and service outcomes.Awareness of modern AIOps and observability capabilities, including monitoring, event correlation, anomaly detection, intelligent alerting, operational analytics and automation.Familiarity with enterprise service management platforms such as ServiceNow, Jira Service Management, Freshworks or similar technologies.Experience contributing to service assessments, current-state reviews, maturity assessments or tooling evaluations, including analysing findings and supporting recommendations.Understanding of cloud technologies and operating models across Microsoft Azure, AWS or Google Cloud environments.Cloud and AI Foundation Certification desirable, such as Microsoft Azure Fundamentals (AZ-900), Microsoft AI Fundamentals (AI-900), AWS Cloud Practitioner, Google Cloud Digital, equivalent AI credentials.Knowledge of DevOps, Site Reliability Engineering (SRE) and modern operational practices would be beneficial.Strong analytical and problem-solving skills, with the ability to gather information, analyse data and contribute to practical recommendations.Excellent communication and stakeholder management skills, with the ability to work effectively as part of multidisciplinary teams.Experience working within a consulting organisation, technology organisation, operations function or service management environment would be beneficial.What You'll Love About Working Here?Client engagements give you the opportunity to work with our leadership and experienced consulting management, where you can learn from them, challenge them, and accelerate your hands-on experience, delivery capability and industry insights.You’ll learn how we write compelling client propositions, structure, and lead high-profile transformation, and gain hands-on exposure to leading technologies, often taking an idea from a concept to a vision, to strategy and then execution.Our consultants are formally trained from industry experts on management consulting and client delivery.We provide a host of opportunities for learning and certification through internal and partner led programmes from AWS, Google and Microsoft.Les Fontaines: Capgemini Invent has a unique training environment just outside of Paris, where we can immerse ourselves in thought-leadership, share knowledge and build capabilities which will help us and our clients to succeed.We hold monthly showcases of our initiatives, sharing knowledge and showing off how the power of technology is impacting our clients.There are many opportunities like monthly team drinks to connect face-to-face with the wider team over a few drinks in the city. There are regular leadership connect sessions that will give you a different, more relaxed setting to meet up in the office to hear from the leadership, meet colleagues and discuss the trends and insights within the market. Team away days are always a chance to connect with the team, have fun and learn something new.Need to KnowAt Capgemini we don’t just believe in inclusion, we actively make it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring you whole self to work.We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy.CSRWe’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious about. In fact, we were even named as one of the world’s most ethical companies by the Ethisphere Institute for the 10th year. When you join Capgemini, you’ll join a team that does the right thing.Whilst you will have London, Manchester or Glasgow as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent grade and on company and personal performance.About CapgeminiCapgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.