CGI
Senior IT Service Management (ITSM) Consultant
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Position Description
At CGI, we're helping organisations transform the way they deliver technology services by creating modern, resilient and customer-focused IT service management capabilities. As a Senior IT Service Management (ITSM) Consultant, you'll work with leading public and private sector clients to shape future operating models, improve service performance and deliver lasting business value. You'll collaborate with experienced consultants, architects and client stakeholders, taking ownership of meaningful transformation programmes while developing innovative solutions in an environment that supports your professional growth and empowers you to make a real impact.
CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ‘Best Employer’ by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI 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, and are proud to hold a Gold Award in recognition of 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.
Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position with expensed travel to client sites as required.
Your future duties and responsibilities
In this role, you will work closely with clients to assess, design and improve IT service management capabilities across the full service lifecycle. You'll apply your operational expertise to deliver practical, outcome-focused recommendations, helping organisations modernise their service management frameworks, operating models, tooling and ways of working. Working across a variety of engagements, you'll build trusted client relationships, contribute to strategic transformation initiatives and help deliver measurable improvements in service quality, efficiency and customer experience.
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You'll also play an important role in the continued growth of CGI's Service Advisory Practice by contributing to consultancy bids, developing innovative approaches, sharing knowledge across the team and supporting the evolution of our service management capabilities. You'll work alongside experienced colleagues who will support your development while giving you the opportunity to take ownership of client outcomes and expand your consulting expertise.
Key responsibilities
- Lead & deliver IT service management assessments and improvement engagements
- Assess & optimise ITSM processes, operating models and service capabilities
- Design & implement service management frameworks aligned to client needs
- Advise & influence client stakeholders on ITSM best practice and transformation
- Support & contribute to consultancy bids and solution development
- Improve & modernise service management tooling and automation capabilities
- Collaborate & share knowledge across consulting and delivery teams
- Develop & maintain high-quality reports, recommendations and client presentations
- Promote & embed Agile approaches within service management environments
- Support & strengthen service transition, governance and continual improvement initiatives
Required Qualifications To Be Successful In This Role
You'll have strong practical experience in IT Service Management and enjoy helping organisations improve the way they deliver technology services. You'll be an effective communicator who can engage confidently with stakeholders at all levels, balancing strategic thinking with practical implementation. You'll also be motivated by continuous learning and enjoy working collaboratively across diverse client environments.
Essential Qualifications
- Strong experience across the IT Service Management lifecycle (ITIL v3 or ITIL 4)
- Proven experience implementing and improving ITSM processes
- Experience across one or more areas including Incident, Problem, Change, Request, Knowledge, Configuration or Service Transition Management
- Strong understanding of ITSM frameworks, governance and operational best practice
- Excellent stakeholder management, communication and presentation skills
- Ability to produce high-quality reports, proposals and client documentation
- Experience advising clients on service management improvements and operating models
- Knowledge of service management tooling, automation and modern delivery approaches
- Comfortable working across multiple client engagements and industries
- Willingness to travel within the UK for client engagements
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Desirable experience
- SIAM experience
- ISO20000 or related service management standards
- Cloud service management
- ITSM automation and workflow optimisation
- Public sector consulting experience
- ITIL Managing Professional, ITIL Expert or equivalent certification
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.
- That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
Come join our team—one of the largest IT and business consulting services firms in the world.
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