Service Design Consultant

Job description

Position Description:

Discover where complex meets meaningful as a Service Design Consultant in our Advisory Services 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 Design 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.

As a Service Design Consultant, you’ll work with a wide range of clients – often on-site – supporting them with solutions across the service management lifecycle. This will include developing strategies, delivering process overviews, and designing and assuring new solutions and improvement initiatives. You will play a pivotal role in shaping service management strategies that influence business outcomes and operational excellence for our clients.

Using real-world examples from our broad client base, you’ll also be adaptable to rapid changes, leveraging the constant introduction of new frameworks and technology trends. You’ll mentor junior consultants, fostering their professional growth, and continue your own development in line with emerging industry needs.

Key Activities:
• Lead the development of service management strategies, focusing on the design, implementation, and continuous improvement of service solutions that align with client business goals.
• Create, design and build SDPs, HLDs and LLDs for service solutions that will meet the Client’s requirements and ensure a clear roadmap for delivery
• Design and assure new service solutions, leveraging your expertise in ITIL and service management best practices to deliver high-quality outcomes.
• Collaborate with clients to define service management requirements, ensuring new services or solutions integrate seamlessly into their operational environments.
• Provide expertise in service architecture, overseeing the design of target operating models and ensuring alignment with both technical and business objectives
• Assess and review existing service management processes, identifying areas for improvement and recommending strategies to enhance efficiency and performance.
• Support clients with process design and workflow simulation to optimise their service operations, ensuring scalability and flexibility.
• Act as the authority for service designs, reviewing and assuring the quality of proposed solutions and providing constructive feedback to ensure successful implementation.
• Drive continuous service improvements by analysing data and recommending actionable changes to optimise service delivery.
• Mentor and coach junior consultants, sharing your expertise in service architecture and promoting best practices across the team.
• Contribute to business development activities, helping identify opportunities for Service Management Advisory Services and crafting solutions tailored to client needs.

Required qualifications to be successful in this role:

Required qualifications and Experience
• A strong understanding of all aspects of service management, with the ability to identify and capitalise on opportunities to sell Service Management Advisory services.
• Demonstrable experience in service strategy and service design practices, incorporating people, processes, technology, and commercial aspects to enable smooth transitions of new solutions into operational services.
• Qualified at ITIL Foundation level.
• Experience in IT project management, process implementation, and improvement, with a demonstrated ability to provide strong stakeholder management and guidance.
• Ability to review and assure the quality-of-service designs, providing constructive feedback where appropriate.
• Familiarity with organisational change management and successful change enablement methods.
• Strong stakeholder management, communication, and leadership skills, with experience mentoring or coaching teams.
• Ideally, experience with additional IT service delivery areas and project management, including familiarity with service management tools such as ServiceNow, BMC Remedy, or other ITSM platforms.
• Strong commercial understanding in relation to IT services, SLAs, contractual obligations, contract delivery and managing dependencies across multiple parties.

Desirable qualifications and experience:
• TOGAF certification or equivalent experience.
• Experience working in a Service Integration and Management (SIAM) environment, managing multiple suppliers across different service areas.
• Knowledge of service management tooling and the ability to ensure alignment with service transition requirements.
• Familiarity with public sector projects and government standards for service management.
• Experience in managing transitions related to cloud-hosted services or modern digital platforms.
• ITIL Expert certification or progress towards achieving this qualification.
• Familiarity with organisational change management principles and methods for enabling successful change.
• Relevant Academic and Professional Qualifications.

Skills:

·  Client Management
·  Finance
·  Infrastructure architecture
·  Leadership

What you can expect from us:

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.