Service Management Consultant: AI‑Driven Operations & Value

Reply, Inc.; Greater London; Hybrid; GBP 55,000 - 85,000; Full time

Job summary

Reply is seeking an ambitious Service Management Consultant to help clients 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.

You will lead workshops, collaborate with senior stakeholders, and shape next-generation service management using platforms like ServiceNow, BMC Helix and Jira Service Management.

Qualifications

• 3-5 years of experience in IT Service Management or IT Operations.
• ITIL qualification and proven real-world application are required.
• Strong communication with technical and business stakeholders.

Responsibilities

• Lead end-to-end consulting engagements from client discussions to solution delivery.
• Transform IT Service Management and IT Operations from traditional ITIL to modern, value-driven 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 and track realised value of initiatives.
• Facilitate workshops and translate complex concepts into actionable recommendations.

Skills

IT Service Management

IT Operations

AI value management

Stakeholder communication

Analytical thinking

Education

ITIL qualification

Tools

ServiceNow

BMC Helix

Jira Service Management

Job description

Reply is seeking an ambitious Service Management Consultant to help clients 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.

You will lead workshops, collaborate with senior stakeholders, and shape next-generation service management using platforms like ServiceNow, BMC Helix and Jira Service Management.