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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # ServiceNow CRM Transformation Lead - Managing Consultant - **Company:** Capgemini Sogeti - **Location:** London, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Microsoft Dynamics, Salesforce.Com, Workflow Management Systems, Virtual Agents, Servicenow - **Published:** July 29, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=cd6d963120ecd517 ## About the Role * Proven experience in customer transformation, CRM, CX or service transformation consulting (10-15 years) * Strong understanding of customer-facing operating models and workflow platforms * Experience delivering digital transformation programmes Technical & Functional Capabilities * Experience in 2 or more of the following areas: * ServiceNow CSM/FSM * Salesforce, Microsoft Dynamics or CRM ecosystems * Customer operations transformation * Revenue operations and commercial process transformation * Customer experience and journey redesign * AI-enabled customer service capabilities * Understanding of: * Workflow design and process automation * Customer experience platforms * AI-enabled customer engagement models Consulting & Leadership Skills * Strong stakeholder management skills, including engagement with CCO, CRO and COO level stakeholders * Ability to translate technology solutions into measurable business outcomes * Experience contributing to proposals and sales activities * Collaborative mindset with the ability to work across business and technology teams ## Description As a Managing Consultant - CRM Transformation, you will help clients redesign customer-facing and revenue-generating operating models using ServiceNow's workflow platform, AI capabilities and ecosystem integrations. You will act as a techno-functional SME across ServiceNow CRM capabilities, helping organisations transform customer service, field operations, commercial processes and ecosystem collaboration while accelerating growth and improving customer experience. Key expectations from this role include: Client Delivery & Advisory * Define customer operations and revenue transformation strategies leveraging ServiceNow * Advise senior stakeholders on: * Customer experience transformation * Revenue operations optimisation * Ecosystem and partner collaboration models * Business value realisation * Translate business requirements into workflow-enabled operating models Solution Design & Architecture * Design and support implementation of: * AI Control Tower (AI lifecycle management, governance, observability) * Agentic AI workflows enabling autonomous execution * Now Assist / GenAI use cases across workflows * Define data, integration, and workflow architectures for AI-enabled ServiceNow solutions * Customer & Revenue Workflow Transformation * Design and support transformation initiatives across: * Customer Service Management (CSM) * Field Service Management (FSM) * Revenue and commercial workflows * Lead initiatives such as: + Lead-to-order transformation + Order-to-activation workflows + Subscription and service monetisation AI-enabled Customer Experience * Design use cases leveraging: + Customer AI Agents + Agent Assist capabilities + Knowledge automation + Employee Works (MoveWorks) + Enable AI-powered customer engagement and self-service experiences Transformation Delivery * Contribute to delivery of end-to-end transformation programmes * Support design of supplier, partner and managed service provider collaboration model * Ensure solution quality through governance and best practices Business Development & Practice Contribution * Contribute to proposals, RFPs, and client pitches focused on customer and revenue transformation * Support development of Customer Workflow offerings and accelerators * Participate in thought leadership and market-facing initiatives ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Guiding Agentic AI with Vue](https://www.wearedevelopers.com/videos/2033-guiding-agentic-ai-with-vue) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [AI in Leadership: How Technology is Reshaping Executive Roles](https://www.wearedevelopers.com/videos/1705-ai-in-leadership-how-technology-is-reshaping-executive-roles) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [How Visionary Leaders Drive Transformation](https://www.wearedevelopers.com/videos/1701-how-visionary-leaders-drive-transformation) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Promotion Interview Questions: How to Answer and Get the Job](https://www.wearedevelopers.com/magazine/413-promotion-interview-questions-how-to-answer-and-get-the-job) - [Got AI ideas but no money? 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