Digital Operations Consultant

Responsibilities

• 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

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
• ATS Optimization Keywords

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility.

This feature helps candidates tailor their applications more effectively - a feature exclusive to Job Tailor job listings.

• Hard Skills
• Operating Model Design
• Service Integration & Management (SIAM)
• IT Service Management (ITSM)
• AI-enabled operations
• Transformation roadmaps
• Performance metrics
• Agile delivery
• SDLC
• Cloud platforms
• Service Management frameworks
• Soft Skills
• Stakeholder management
• Executive-level communication
• Leadership
• Team management
• Advisory support
• Continuous improvement
• Client engagement
• Analytical skills
• Strategic thinking
• Thought leadership

Certifications & Qualifications

• ITIL
• Bachelor's degree
• MBA
• Master's degree