ServiceNow ESM Consultant

Internal Job Information

Location: UK
Global Grade: D1 / C2

About the job you’re considering

Organisations are increasingly using ServiceNow not just as a workflow platform, but as a strategic enabler of enterprise‑wide transformation across IT, operations, employee and customer experience. The challenge beyond implementation, is understanding where to strategically invest, how to scale and realise measurable business value. Within Capgemini’s Cloud Infrastructure Services (CIS) Projects & Consulting Advisory team, we support our clients in shaping ServiceNow and Enterprise Service Management (ESM) strategies that deliver tangible outcomes. Our work spans early‑stage assessments and platform strategy through to operating model design and mobilisation of transformation programmes.
We are seeking Manager and Senior Manager‑level consultants who combine strong advisory capability with ServiceNow and ESM experience, alongside a track record across consulting, pre‑sales and delivery. You will support and lead client engagements, contribute to go‑to‑market activity and help clients translate platform ambition into practical, value‑led outcomes. This role suits individuals who are credible with stakeholders, commercially aware and comfortable working across advisory, business development and delivery contexts.
This role requires someone who can:

• Deliver and support short, high‑impact advisory engagements (e.g. assessments, roadmap definition, operating model design)
• Engage confidently with client stakeholders, contributing to discussions and building trusted relationships
• Translate business priorities into ServiceNow‑enabled transformation approaches and practical next steps
• Work across the lifecycle from early‑stage advisory through to delivery mobilisation and oversight
• Identify opportunities to extend advisory work into broader transformation and delivery engagements
• Support the development of go‑to‑market propositions in ServiceNow and ESM
• Contribute to client proposals, bids and credentials
• Engage proactively with clients and internal teams to support pipeline development
• Produce clear, client‑ready outputs that articulate insight, options and recommendations
• Collaborate effectively with delivery teams, architects and SMEs across Capgemini

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your Role

As a Manager or Senior Manager in the CIS Projects & Consulting Advisory team, you will:

• Deliver ServiceNow and ESM advisory engagements, supporting clients in understanding challenges, options and priorities
• Work with senior stakeholders, contributing insight and helping shape direction
• Support the definition of engagement scope, approach and outputs, ensuring work is outcome‑focused and commercially sound
• Help bridge the transition from advisory into larger transformation and delivery programmes
• Contribute to business development activity, including proposals, client discussions and proposition development
• Support thought leadership, market insights and internal capability development in ServiceNow and ESM
• Mentor and support junior consultants as part of growing the advisory capability

The scope of responsibility will vary by grade, with Senior Managers taking greater accountability for engagement leadership, client relationships and go‑to‑market contribution

Your Skills and Experience

You will bring strong consulting foundations alongside credible ServiceNow and ESM expertise and commercial experience.
Core experience:

• Experience in a consulting or advisory role at Manager or Senior Manager level
• Proven ability to deliver or support front‑end consulting engagements from discovery through to recommendations
• Experience working across both advisory and delivery contexts
• Exposure to business development activity such as proposals, bids or client engagement
• ServiceNow and ESM capability (strong experience across some of these areas):
• ServiceNow strategy, roadmap development and platform adoption
• Enterprise service management (ESM) and workflow‑driven transformation
• Target operating model design aligned to ServiceNow capability
• ServiceNow architecture and platform design (advisory‑led, not purely implementation)
• Experience across key modules such as ITSM, ITOM, NowAssist, HRSD, CSM or industry workflows
• Understanding of how automation and AI (including GenAI and agent‑driven workflows) can enhance service management, drive efficiency and improve experience

Consulting and commercial skills:

• Strong communication and stakeholder engagement skills
• Ability to structure and communicate complex ideas clearly
• Commercial awareness and an interest in shaping propositions and growing client relationshipsAbility to operate across different industries and client contexts/stakeholders

Mindset:

• Curious, proactive and comfortable working across different challenges and environments
• Interested in combining advisory, delivery and business development
• Collaborative and comfortable working within multi‑disciplinary teams
• Motivated to continuously develop skills across ServiceNow, AI and broader technology trends

We are a disability confident employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:
Declare they have a disability, and 
Meet the minimum essential criteria for the role.
Please opt in during the application process.

Your security and pre-employment checks

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service). To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements. Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Make it real - what does it mean for you?

We realise a Total Reward package should be more than just compensation.  At Capgemini we offer range of core and flexible benefits and have a Peer Recognition Portal called Applaud. 
You will be encouraged to have a positive work-life balance.  Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.  All UK employees are eligible to request flexible working arrangements. 
You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.
You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.
Capgemini. Make it real.

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask.  When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts.  We find new ways technology can help us reimagine what’s possible.  It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future.  By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion.
Make it real | www.capgemini.com