Service Management Consultant

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply’s services include Consulting, System Integration, and Digital Services.

Role Overview:

We are looking for an ambitious Service Management Consultant (3–5 years’ experience) ready to move beyond traditional ITIL and help clients redesign how technology services are delivered and managed. In this 360° consulting role, you will work across strategy, advisory, solution design and delivery, transforming IT operations while developing propositions in areas such as AI value management, intelligent operations and next‑generation service management. This is a unique opportunity to challenge the status quo, work with senior stakeholders on meaningful transformations, and define what Service Management should look like over the next decade.

Responsibilities

• Lead and contribute to end-to-end consulting engagements, from initial client discussions and opportunity shaping through to solution design, implementation and value realisation.
• Help clients transform IT Service Management and IT Operations, moving from traditional, process-driven ITIL implementations to modern, value-focused and data-driven service models.
• Design and improve IT operating models, service management processes and governance (e.g. Incident, Problem, Change, Service Level and Continual Improvement Management).
• Explore and define how AI, AIOps and intelligent automation can enhance IT operations, service reliability and user experience, turning ideas into practical solutions.
• Support AI value management activities, helping clients build business cases, define success measures and track the realised value of AI-enabled initiatives.
• Facilitate workshops and stakeholder sessions, translating complex technical and operational concepts into clear, actionable recommendations for business and technology audiences.
• Collaborate with experienced consultants to develop new propositions, accelerators and best practices in next-generation Service Management and AI-enabled operations.
• Work with leading ITSM platforms (e.g. ServiceNow, BMC Helix, Jira Service Management) to support the design and delivery of modern service management solutions.

About the Candidate:

• 3–5 years of experience in IT Service Management, IT Operations or a related consulting environment, ideally within an ITIL-led organisation.
• Strong grounding in core Service Management disciplines (e.g. Incident, Problem, Change, Service Level, Continual Improvement) with an ITIL qualification and proven real-world application.
• Curious, proactive and comfortable challenging conventional thinking, with a strong interest in the future of Service Management, AI, automation and emerging technologies.
• Able to communicate confidently with both technical and business stakeholders, translating complex concepts into clear, business-focused language.
• Strong analytical and problem-solving skills, with experience supporting business cases, benefits realisation or technology value management.
• Exposure to ITSM platforms such as ServiceNow, BMC Helix or Jira Service Management and to Service Management transformation or operating model design.
• Experience in or familiarity with AI, AIOps, intelligent automation or AI-enabled service management considered a strong plus.
• Experience working in Financial Services or another highly regulated industry is advantageous.

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.

Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.

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