Consultant - Service Management Transformation

This job is with Capgemini, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

At 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.

This 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.

You'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…