Digital Operations Consultant – Service Management

Role Overview

• 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.
• Lead or contribute to proposals and engagements focused on IT and AI Operating Model strategy and design.
• Define roles, decision rights, governance, service accountability, and performance metrics for transitioning towards AI-enabled and agent-supported operating environments.
• Lead project teams to deliver current-state assessments, target operating model (TOM) design, and implementation of ITSM and SIAM governance, principles, and operating processes.
• Ensure effective integration into existing service delivery environments.
• 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.

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

Preferred / Desirable Experience

• MBA or Master’s degree
• Experience delivering AI-enabled or AI-ready operating models, including AI rollout, adoption, or governance
• Demonstrable experience across both Operating Model Design (TOM) and SIAM
• Exposure to M&A scenarios, including post-merger integration, carve-outs, service separation, or Day-1/Day-2 operating model design
• Experience in large, complex, multi-vendor IT environments
• Strong understanding of cloud platforms, network services, sourcing, and service delivery operations
• Expertise in ITSM and Operating Model governance

Tech Stack

• Cloud
• ITSM
• SDLC

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.