It service management consultant

Discover where complex meets meaningful as an ITSM Consultant in our in our Business Consulting and Service Advisory Practice team. You will be part of a team that combines subject matter and technical expertise with business understanding, providing our clients with the insights to build next generation IT services and operating models. Help tackle challenges across the public and private sector. Work alongside clients as we shape the future of how fundamental technologies connect and transform the user experience in the UK.

CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named one of the ‘World’s Best Employers’ by Forbes magazine. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces. We are proud to hold a Gold Award recognising our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.

This is a hybrid role - you will be required to travel 1-2 days per week to client sites or CGI offices.

You must be eligible and willing to undergo SC clearance.

Your future duties and responsibilities

• General Service Management
• Service Desk
• Request Fulfilment
• Problem Management
• Incident Management
• Knowledge Management
• Service Asset and Configuration Management
• Change Management
• Transition Management including on-/off-boarding of services and suppliers
• Implementing IT Service Management Frameworks
• Agile ways of working and approaches to Service Management capability
• Service Management Tooling and Automation
• Event Management
• Availability and Capacity Management
• Service Management of Cloud Services

In this role, you will work directly with clients to assess, design, and improve IT service management capabilities across the service lifecycle. You will apply your operational experience to deliver practical, high-value recommendations, supporting the evolution of service management frameworks, tooling, and ways of working. You will engage confidently with stakeholders, contribute to consultancy bids, and help shape solutions that deliver measurable business outcomes.

You will also support the growth of the Service Advisory practice by sharing best practice, contributing to thought leadership, and continually developing your own skills in a fast-evolving service management landscape, with strong backing from experienced colleagues.

Lead and support service management assessments, design, and improvement initiatives

• Apply operational expertise to enhance ITSM processes, workflows, and operating models
• Contribute to client engagements on-site, strengthening service delivery capabilities
• Support bid activity and solution design for service advisory opportunities
• Collaborate with peers to evolve consultancy tools, methods, and best practices
• Advise on service management tooling, automation, and modern ways of working

Required qualifications to be successful in this role

You will bring strong practical experience across IT Service Management, combined with the ability to communicate clearly with clients and stakeholders. You are adaptable, confident, and motivated to keep learning, using your expertise to help organisations improve service performance and maturity.

Essential experience and skills

• Strong experience across the IT Service Management lifecycle (ITIL v3 or ITIL 4)
• Proven background in service management process implementation and improvement
• Excellent stakeholder engagement, communication, and presentation skills
• Ability to produce high-quality written outputs such as reports and proposals
• Confidence working across varied client environments and assignments
• Willingness to travel within the UK for client engagements

Desirable experience includes

Desirable experience includes SIAM, ISO standards, cloud services, automation, public sector environments, and ITIL Expert or Managing Professional certification (or progress toward).