ServiceNow CRM Transformation Lead - Managing Consultant Job Manchester area,England UK,IT/Tech

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

YOUR ROLE

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.

Key Expectations From This Role Include
Client Delivery & Advisory

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

Solution Design & Architecture

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

AI-enabled Customer Experience

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

Transformation Delivery

Contribute to delivery of end-to-end transformation programmes
Support design of supplier, partner and managed service provider collaboration model
Ensure solution quality through governance and best practices

Business Development & Practice Contribution

Contribute to proposals, RFPs, and client pitches focused on customer and revenue transformation
Support development of Customer Workflow offerings and accelerators
Participate in thought leadership…