ServiceNow CRM Transformation Lead - Managing Consultant

CAPGEMINI INVENT 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.

CAPGEMINI INVENT 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.

As the digital innovation, design and transformation brand of the Capgemini Group, Capgemini Invent enables CxOs to envision and shape the future of their businesses. Located in more than 36 offices and 37 creative studios around the world, it comprises a 10,000+ strong team of strategists, data scientists, product and experience designers, brand experts and technologists who develop new digital services, products, experiences and business models for sustainable growth.

Business Technology is Capgemini Invent’s technology consulting and transformation advisory practice. Within Business Technology, our AI & Digital Acceleration team focuses on helping our clients to deliver technology transformation programmes for business value, and optimise the effectiveness and impact of their IT capability.

We are looking to hire a Managing Consultant into AI & Digital Acceleration to help sell and deliver Service Now-enabled customer, revenue and ecosystem transformation programmes and grow the Business Technology portfolio within our clients.

As a Managing Consultant – CRM Transformation, you will help clients redesign customer-facing and revenue-generating operating models using Service Now’s workflow platform, AI capabilities and ecosystem integrations.

You will act as a techno-functional SME across Service Now CRM capabilities, helping organisations transform customer service, field operations, commercial processes and ecosystem collaboration while accelerating growth and improving customer experience.

• Define customer operations and revenue transformation strategies leveraging Service Now
• Advise senior stakeholders on:
• Customer experience transformation
• Revenue operations optimisation
• Ecosystem and partner collaboration models
• Business value realisation
• Translate business requirements into workflow-enabled operating models

• Design and support implementation of:
• AI Control Tower (AI lifecycle management, governance, observability)
• Agentic AI workflows enabling autonomous execution
• Now Assist / GenAI use cases across workflows
• Define data, integration, and workflow architectures for AI-enabled Service Now solutions
• Customer & Revenue Workflow Transformation
• Design and support transformation initiatives across:
• Customer Service Management (CSM)
• Field Service Management (FSM)
• Revenue and commercial workflows
• Lead initiatives such as:
• Lead-to-order transformation
• Order-to-activation workflows
• Subscription and service monetisation

• Design use cases leveraging:
• Customer AI Agents
• Agent Assist capabilities
• Knowledge automation
• Employee Works (Move Works)
• Enable AI-powered customer engagement and self-service experiences

• Contribute to delivery of end-to-end transformation programmes
• Support…