Digital Operations & Service Management Consultant in London

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.

Key Responsibilities & Capabilities

• 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. ServiceNow) and advising on tool selection.

Requirements

• 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.

Preferred / Desirable Experience

• 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.

General Information

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

Personal Attributes

• Highly structured thinker with strong analytical and problem-solving skills.
• Ability to deliver under tight timelines and complex constraints.
• Strong collaborator who leverages firm-wide expertise.
• Clear, concise communicator capable of influencing senior stakeholders.
• Comfortable operating in ambiguous, fast-moving transformation environments.
• Highest standards of integrity and professionalism.

Given that this is just a short snapshot of the role we encourage you to apply even if you don't meet all the requirements listed above. We are looking for team members who strive to make an impact and are eager to learn. If this sounds like you and you feel you have the skills and experience required, then please apply now.

Benefits

Join our growing Digital Operations & Service Integration practice within Technology Transformation Consulting and help shape how organisations run technology in the age of AI. Our team focuses on Operating Model Design (TOM), Service Integration & Management (SIAM), and AI-enabled IT Operations. We work with CIOs and senior technology leaders to redesign digital operating models, integrate complex multi-vendor ecosystems, and enable scalable AI, cloud, and cyber capabilities. We operate at the intersection of strategy and execution - defining decision rights, governance structures, service accountability, and performance models that allow technology organisations to move from fragmented operations to resilient, AI-ready enterprises. As part of this team, you will contribute to high-impact transformations across EMEA, including AI rollouts, cloud operating model redesign, M&A integration and service separation, and modern SIAM implementations. You will collaborate with multidisciplinary experts across consulting and technology to deliver pragmatic, measurable outcomes. This is a team that values structured thinking, intellectual curiosity, and execution excellence. We offer the opportunity to shape market-leading offerings in one of the fastest-evolving areas of CIO advisory.

About Infosys Consulting

Be part of a globally renowned management consulting firm on the front-line of industry disruption and at the cutting edge of technology. We work with market leading brands across sectors. Our culture is inclusive and entrepreneurial. Being a mid-size consultancy within the scale of Infosys gives us the global reach to partner with our clients throughout their transformation journey. Our core values, IC-LIFE, form a common code that helps us move forward. IC-LIFE stands for Inclusion, Equity and Diversity, Client, Leadership, Integrity, Fairness, and Excellence. To learn more about Infosys Consulting and our values, please visit our website.

Within Europe, we are recognized as one of the UK’s top firms by the Financial Times and Forbes due to our client innovations, our cultural diversity and dedicated training and career paths. Infosys is on Germany’s top employers list for 2023. Management Consulting Magazine named us on their list of Best Firms to Work for. Furthermore, Infosys has been recognized by the Top Employers Institute, a global certification company, for its exceptional standards in employee conditions across Europe for five years in a row. We offer industry-leading compensation and benefits, along with top training and development opportunities so that you can grow your career and achieve your personal ambitions. Curious to learn more? We’d love to hear from you.... Apply today!