ITSM Consultant

ITSM Consultant

Position Description
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 2024 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. We are happy to discuss remote or hybrid working.

Your future duties and responsibilities
As part of the successful and expanding Business Consulting and Service Advisory Practice within GTO UK, our Service Management Consultants work alongside a wide variety of clients to deliver tailored service management solutions throughout the entire service management lifecycle. We are now seeking to grow our team of experienced specialists, focusing on areas such as the design, delivery, assessment, and operation of IT services.

We are looking for individuals who can draw on their practical operational and delivery experience and leverage their expertise in the implementation of service enhancements. You will utilise real-world examples as operational subject matter experts to underpin our recommendations to clients. While consulting experience is desirable, it is not essential. However, the ability to communicate and articulate your operational IT Service Management expertise to clients is required.

As Service Management Consultants, you will be self-starters who are confident in engaging with operational stakeholders and supporting the development and growth of the Service Advisory practice. You will continue your own professional development through training, sharing best practices with fellow team members, and participating in workshops and networking events. You will also contribute relevant content based on your experience.

Service Management is evolving rapidly, with new process frameworks and technology trends introduced frequently. Therefore, our team has an appetite for learning and mastering these innovations to guide our clients effectively.

To support the needs of our clients, we are looking for candidates with one or more of the following skills and experience across the IT Service Management framework, including but not limited to:

• 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

CGI operates using a hybrid working model. However, due to the collaborative nature of this team, much of the work will be on client sites. Therefore, there will be requirements to travel within the UK and work away from home on a regular basis.

Key Activities:
• Support the ongoing development and evolution of Service Advisory.
• Utilise your experience and analytical skills to apply our Service Advisory toolkit and assess our clients' issues and needs.
• Support and contribute to consultancy bid activities, helping to shape compelling solutions for our clients.
• Carry out assignments on client sites to augment their service management capabilities.
• Support process design, workflow simulation, and performance improvements, and help define key roles and responsibilities as part of target operating model design.
• Contribute to the continuation, development, and improvement of our consultancy tools and processes.
• Provide your subject matter expertise to support complex ITSM programs, ensuring high-quality outcomes for our clients.
• Support the ongoing development of our business identifying opportunities to further support and drive customer value.

Required qualifications to be successful in this role
• Excellent communication and presentation skills, with the ability to support and nurture client relationships effectively.
• Ability to identify opportunities to sell Service Management Advisory services, from short-term on-site consulting opportunities to large-scale, complex projects.
• Relevant experience and a working knowledge of general service management within an ITIL V3 or ITIL4 environment, with a commitment to continually learning and developing.
• Experience operating across the Service Management Lifecycle.
• Proven experience in process implementation and improvement.
• Confidence in producing high-quality written materials (reports, case studies, proposals, etc.).
• Strong stakeholder management and communication skills, with the ability to gather requirements and provide guidance on designing and developing service management as a strategic asset.
• Ability to adapt to different client engagements and requirements, sometimes operating outside your comfort zone.
• Confidence in constructing and delivering presentations to a range of audiences, conveying complex ideas clearly and effectively.

Desirable qualifications and experience:
• Experience in IT service delivery areas beyond IT Service Management and Service Desk, including but not limited to:
• End User Support Services
• Robotic Process Automation (RPA) and Artificial Intelligence (AI)
• Infrastructure Support / Cloud Services
• Multi-vendor Supplier Management
• Applications Portfolio Management
• ISO standards
• Service Integration and Management (SIAM)
• Experience working within the public sector, particularly in defence, national security and public safety.
• Familiarity with the implications of organisational change and methods of enabling successful change.
• ITIL Expert/Managing Professional certification or significant progress towards the qualification.

Experience and Qualifications:
• Relevant Academic and Professional Qualifications.

Together, as owners, let's turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.

Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team-one of the largest IT and business consulting services firms in the world.