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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