BPO & ITSM Strategist

You will join a strategic initiative focused on designing and scaling next-generation managed services offerings, with a strong emphasis on AI-enabled ITSM and intelligent business operations.

The project is centered on shaping a market-ready service offering – defining how AI transforms service management, how these services are positioned for enterprise clients, and how they are priced and commercialized. This role offers a unique opportunity to influence what we sell, how we sell it, and how value is articulated to large enterprise customers.

• 15+ years of experience in IT services, managed services, or operations/ITSM consulting
• Deep expertise in ITSM and Business Process Operations, including service delivery and operating models
• Strong understanding of managed services commercials, pricing models, and financial modeling
• Proven experience designing or shaping service offerings, not just delivering them
• Ability to translate operational capabilities into clear, sellable value propositions
• Experience working with enterprise-scale clients and complex service environments
• Strong business acumen with the ability to engage confidently with senior stakeholders (IT, operations, finance)
• Strategic mindset, structured thinking, and comfort working with ambiguity

• Shape and evolve the AI-enabled ITSM and Business Process Operations service offering, from concept to market-ready portfolio
• Design next-generation managed services models, including predictive, preventive, and AI-augmented operations
• Define service structures and packaging aligned with enterprise client needs
• Develop pricing approaches and financial models for managed services, including cost-to-serve, margin scenarios, and automation impact
• Partner with Finance to ensure offerings are commercially viable, scalable, and margin-positive
• Define market positioning and value propositions for AI-powered ITSM and operations services
• Collaborate with AI, ITSM, delivery, and pre-sales teams to align strategy, roadmap, and go-to-market messaging
• Act as a strategic advisor on ITSM, operations transformation, and service economics for internal stakeholders