Digital Operations & Service Management Consultant

Role Overview

• 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

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
• ServiceNow

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.