Description
Boost your career and collaborate with expert, talented colleagues to solve and deliver against our clients' most important challenges. As a Consultant within Digital Operations & Service Management, you will advise clients on designing, evolving, and operating modern IT and Digital operating models in response to AI adoption, cloud transformation, cyber resilience, and complex service ecosystems.
You will lead or contribute to proposals and engagements focused on IT and AI Operating Model strategy and design, including the definition of roles, decision rights, governance, service accountability, and performance metrics, with a strong focus on transitioning towards AI-enabled and agent-supported operating environments.
You will lead project teams to deliver current-state assessments, target operating model (TOM) design, and implementation of ITSM and SIAM governance, principles, and operating processes, ensuring effective integration into existing service delivery environments.
Key Responsibilities & Capabilities
- Provide expert advisory support to organisations seeking to optimise IT service delivery and digital operations
- Design and implement Target Operating Models (TOMs) aligned to AI, Cloud, Cyber and Service Management strategies
- Advise and guide the design and implementation of Service Integration & Management (SIAM) models in multi-vendor and delivery function environments
- Support organisations moving towards AI-enabled operations, ensuring AI governance aligns with enterprise-wide controls and risk frameworks
- Analyse current IT organisational design, operating models, and ITSM processes to identify improvement opportunities
- Develop practical, execution-ready transformation roadmaps
- Contribute to and lead the development of consulting offerings and thought leadership
- Govern and manage the execution of operating model and service management transformations
- Establish performance metrics and success measures to drive continuous improvement
- Work confidently across Agile, product-centric, and traditional SDLC delivery models
- Lead senior client conversations and articulate the value of IT and Digital Operations to the business
- Experience working with ITSM tools and platforms (e.g. ServiceNow) and advising on tool selection
Requirements
- Bachelor’s degree from an accredited university
- ITSM certification (e.g. ITIL) or equivalent practical experience
- 8 - 15+ years’ experience (grade dependent) in Operating Model Design, SIAM, ITSM Strategy, or CIO Advisory roles within leading consulting firms or large-scale enterprises
- Demonstrated experience designing and implementing Operating Models and/or Service Management frameworks
- Strong stakeholder management and executive-level communication skills
- Proven leadership experience managing high-performing, multidisciplinary teams
Benefits
Join our growing Digital Operations & Service Integration practice within Technology Transformation Consulting and help shape how organisations run technology in the age of AI.
Our team focuses on Operating Model Design (TOM), Service Integration & Management (SIAM), and AI-enabled IT Operations. We work with CIOs and senior technology leaders to redesign digital operating models, integrate complex multi-vendor ecosystems, and enable scalable AI, cloud, and cyber capabilities.
We operate at the intersection of strategy and execution - defining decision rights, governance structures, service accountability, and performance models that allow technology organisations to move from fragmented operations to resilient, AI-ready enterprises.
As part of this team, you will contribute to high-impact transformations across EMEA, including AI rollouts, cloud operating model redesign, M&A integration and service separation, and modern SIAM implementations. You will collaborate with multidisciplinary experts across consulting and technology to deliver pragmatic, measurable outcomes.
This is a team that values structured thinking, intellectual curiosity, and execution excellence. We offer the opportunity to shape market-leading offerings in one of the fastest-evolving areas of CIO advisory.