Service Management Consultant

Overview

In this role you will redesign how technology services are delivered and managed, moving beyond traditional ITIL to value‑driven, data‑oriented service models. You will engage across strategy, advisory, design and delivery to transform IT operations and develop AI‑enabled propositions. You’ll work with senior stakeholders on meaningful transformations and help define what modern service management should look like over the next decade. This is a hands‑on, client‑facing role that combines consulting rigor with technology focus to shape future IT services.

Responsibilities

• Lead end‑to‑end consulting engagements from initial discussions to value realization
• Transform IT Service Management and IT Operations toward value‑driven, data‑driven models
• Design and improve operating models, governance and service management processes (Incident, Problem, Change, Service Level, Continual Improvement)
• Explore AI, AIOps and intelligent automation to enhance operations and user experience
• Support AI value management activities, building business cases and tracking value realization
• Facilitate workshops and translate complex concepts for business and technology audiences
• Collaborate to develop propositions, accelerators and best practices in next‑gen Service Management and AI‑enabled operations
• Work with ITSM platforms (ServiceNow, BMC Helix, Jira Service Management) to design and deliver modern solutions

Key requirements

• 3–5 years in IT Service Management, IT Operations or related consulting
• ITIL‑led background with an ITIL qualification
• Strong communication with technical and business stakeholders
• Analytical and problem‑solving skills with experience in business cases or value management
• Experience with ITSM platforms (ServiceNow, BMC Helix, Jira Service Management)
• Exposure to AI, AIOps, intelligent automation or AI‑enabled service management is a plus
• Experience in regulated industries such as Financial Services is advantageous

• Curious and proactive
• Comfortable challenging conventional thinking
• Strong stakeholder facilitation and communication
• ServiceNow
• BMC Helix
• Jira Service Management

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