Contact: reuben.hillier@forsythbarnes.com
About
We’re looking for a hands-on senior consultant to capture, define and document end-to-end Enterprise Service Management (ESM) processes across People/HR, IT, Finance and Procurement within a Global Business Services environment. Works as an extension of the client team, turning leadership direction into standardised, leadership-ready process documentation and platform-ready inputs for ServiceNow.
KEY RESPONSIBILITIES
• Document current- and future-state ESM processes across functions into consistent, standard artifacts (end-to-end process flows and plain-language narratives).
• Define cross-functional requirements including intake & demand, performance management and governance.
• Define roles and responsibilities (RACI) to support operational enablement and downstream platform teams.
• Produce operational playbooks, reference guides and executive-ready summaries for leadership review.
• Facilitate workshops to surface, align and confirm process decisions with stakeholders.
ESSENTIAL EXPERIENCE
• Process & transformation consulting – 8–10+ years in operations / process consulting, ideally with a Big 4 or major consultancy background.
• Multi-function process analysis – strong across IT, HR and Finance, plus operating model and Centre of Excellence (CoE) design.
• GBS / shared services – demonstrable experience delivering within a GBS or shared services environment.
• ServiceNow fluency – able to translate business requirements into platform-aligned process inputs.
• Documentation & facilitation – excellent written artifacts and confident workshop facilitation.
DESIRABLE
• Lean Six Sigma (Black Belt) and/or PRINCE2; continual service improvement background; exposure to automation / Power Platform.
ENGAGEMENT DETAILS
Level: Senior Consultant – hands-on individual contributor (not engagement lead, manager, or strategic lead)
Location: UK-based; able to flex working hours to support US- and India-based teams
Type: Contract / day-rate
Sector context: Global Business Services (GBS) / Enterprise Service Management (ESM) transformation for a major global brand
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