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. 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
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 JobTailor 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