Digital Operations & Service Management Consultant

Digital Operations & Service Management Consultant

Senior Consultant level

Technology Transformation practice

Do you want to boost your career and collaborate with expert, talented colleagues to solve and deliver against our clients' most important challenges? We are growing and are looking for people to join our team. You will be part of an entrepreneurial, high-growth environment of 300.000 employees. Our dynamic organization allows you to work across functional business pillars, contributing your ideas, experiences, diverse thinking, and a strong mindset.

Are you ready?

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.

• 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. Service Now) and advising on tool selection

• 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

• 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

• Willingness and ability to travel across client sites within the EMEA region
• Fluent spoken and written English (additional languages advantageous depending on location)

• Highly structured thinker with strong analytical and problem-solving skills
• Ability to deliver under tight timelines and…