Senior Service Management Consultant

An overview of the role

A Service Management Consultant is either a leader or key resource in a team. They lead or work independently designing, developing and implementing Service Management and Service Integration deliverables, conducting research and performing analysis. The Service Management Consultant focuses on all of the ITIL service management lifecycle stages and all of its processes within an outsourcing bid, consulting assignment or an implementation. They are a recognised subject matter expert in one or more of the lifecycle stages or processes.  They can be seen as the lead interface with the client and or project team to ensure that delivery is on time and budget. They can be accountable and responsible for aspects of the overall delivery. They typically have DevOps and Agile experience/knowledge and understand the components of a Target Operating Model (TOM).

⦁    Provide consultancy to deliver the full spectrum of services needed to assess, plan, design, prepare and deploy our Service Integration blueprint
⦁    Use our proven business change approach for implementing SI, you will use techniques like Service Maturity Assessment and requirements gathering to quickly capture the Service Integration vision and be able to articulate the business benefits with clients, either in a pre-sales setting or during transition and transformation phases
⦁    Lead workshops and work streams as needed and work either on your own or within a larger programme team
⦁    Design, develop and deploy new target operating models
⦁    Work within a DevOps environment 
⦁    Work on transition and transformation programmes which result in the creation and activation of SIAM operating models

Why this role?

You will have the opportunity to:

Undertake both internal and client facing consultancy including Information Technology (IT) service and governance reviews and health checks, trend analysis, benchmarking, Total Cost of Ownership (TCO), compliance reviews and Service Improvement Programmes (SIP’s). Also undertakes service audits as part of the bid and transition process. This may be as a stand-alone project, during a bid or as part of an IT outsourcing transition or transformation.
Provides ITIL service strategy advice and service design solutions to address service issues to both prospects and customers.

⦁    Experience of driving change in Service Operating Models and managing associated Business Change in delivering successful Service Integration and Management Services 
⦁    Ability to understand client business challenges and requirements and determine what element of the Extended SI Model are required to resolve those challenges
During outsourcing bids: – 
⦁    Assisting sales teams in the pre-qualification process and with due diligence. 
⦁    Oversees specific/multiple work streams and understands the role of Service Management, ITIL processes, Service Level Agreement (SLA) Management and contractual obligations when providing advice and solution input.
⦁    Inputs into the design and costing of service model.
During implementations: – 
⦁    Assisting with the discovery process. 
⦁    Oversees specific/multiple work streams including managing resources and budgets; ensures ITIL aligned processes, procedures and work instructions are produced to required standard and are trained upon. 
⦁    Ensures any related service integration for services by multiple service towers and providers has been completed. 
⦁    Supports and delivers to the standard transition project model.
Providing service management expertise including training, mentoring & staff augmentation. Building customer relationships by delivering above client expectations on assigned deliverables, proactively identifying add on work and assisting in identifying cross sales leads.

Why you?

⦁    ITIL certified; (manager level mandatory)
⦁    Knowledge of IT service management tool suites, such as those provided by ServiceNow, HP, BMC and IBM Tivoli
⦁    Design and development of core service management processes and reporting, aligned to the ServiceNow, HP, BMC and IBM Tivoli IT service management tool suites
⦁    Knowledge of DevOps tool suites, such as Atlassian’s Jira and Confluence
⦁    Agile aware
⦁    Facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members;
⦁    Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members;
⦁    Project management skills to ensure all deliverables are on time, within budget and of high quality;
⦁    DevOps experience/awareness
⦁    Strong verbal and writing skills in order to effectively communicate information to clients and internal team members;
⦁    Operational management/service delivery experience (customer and/or outsourcing environment);
⦁    Experience of a number of service management tools such as ServiceNow;
⦁    Experience of designing, developing and/or implementing ITIL aligned processes;
⦁    Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details;
⦁    Experience of working to budgets/forecasting;
⦁    Regulatory Compliance awareness including ISO20000, Sarbanes Oxley (SOX).

Why us?

While we’re a global consultancy, we’re made up of supportive, close-knit communities. Everyone wants to get the best solutions for our customers and create the best working environment.

We have a world class Service Management community; we invest in doing things right and have plenty to say on the subject.  We’re active on social media

We offer professional development. Accelerated career progression. An environment that encourages entrepreneurial spirit. It’s all on offer at Capgemini. And although collaboration is at the core of the way we work, we also recognise individual needs with a flexible benefits package you can tailor to suit you.


Capgemini positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, or pregnancy and maternity.  We are committed to hiring, developing and retaining the best people to deliver innovative, world-class solutions for our clients. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us.  Our comprehensive flexible benefits package and lifestyle policies enable our employees to balance their individual, family and work-life needs.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.

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Posted on:

July 2, 2021

Experience level:

Experienced Professional

Contract type:

Permanent Full Time


Any UK Base