Senior Process Consultant

Role Profile - Senior Process Consultant

CRM Transformation Programme (ServiceNow TSM/FSM/TSOM)

Location: Hybrid - 50% On-Site (London)
Programme: Major UK B2B Telecommunications Provider

Role Overview

The Senior Process Consultant will lead the definition, optimisation, and governance of end-to-end operational and customer processes supporting a strategic ServiceNow-enabled CRM transformation programme.

Operating at the intersection of business operations, customer experience, and platform delivery, the role is responsible for ensuring that redesigned processes enable measurable improvements in service performance, operational efficiency, and enterprise customer outcomes.

The consultant will provide senior leadership across process design spanning one or more of the following:

• Telecom Service Management (TSM)
• Field Service Management (FSM)
• Telecom Service Operations Management (TSOM)

The role ensures that customer journeys, operational workflows, and organisational ways of working are aligned prior to technical implementation and remain governed throughout delivery.

Role Purpose

• Define future-state B2B customer and operational processes.
• Align CRM transformation with telco operational maturity objectives.
• Ensure ServiceNow platform implementation reflects optimised-not Legacy-processes.
• Establish scalable, standardised operating models across service fulfilment, assurance, and field operations.

Key Responsibilities

End-to-End Process Architecture

• Lead definition of current-state (As-Is) and future-state (To-Be) processes.
• Design cross-domain processes covering:
• Customer onboarding and service activation
• Order-to-Activate life cycle
• Service assurance and incident resolution
• Network-to-customer impact management
• Field service dispatch and resolution
• Enterprise SLA management
• Identify process fragmentation across CRM, OSS, and operational teams.

Process Transformation & Optimisation

• Challenge Legacy operating practices and introduce industry best practice.
• Apply telecom and IT service management frameworks including:
• eTOM
• ITIL
• Service life cycle management models
• Define standardised workflows enabling automation and AI adoption.
• Drive simplification and reduction of manual operational handoffs.

Programme Design Authority Support

• Work alongside Solution and Technical Architects to ensure:
• Process intent translates into platform design.
• Automation opportunities are Embedded early.
• Operational ownership models are clear.
• Provide process assurance during design governance reviews.

Customer Journey & Experience Alignment

• Align operational processes to enterprise customer experience outcomes.
• Ensure consistency across:
• Digital channels
• Contact centre operations
• Network operations
• Field engineering delivery
• Define measurable service experience KPIs.

Implementation Governance

• Support agile delivery through:
• Process decomposition into epics and capabilities
• Acceptance criteria definition
• Process validation during sprint reviews
• Prevent process drift during implementation.

Operating Model & Adoption

• Define future operational roles and responsibilities.
• Support organisational change impacts arising from new processes.
• Contribute to training, adoption, and transition-to-operation activities.
• Enable sustainable post-deployment governance.

Required Experience

Domain Expertise

• Extensive experience within Telecommunications or Managed Services environments.
• Strong understanding of:
• B2B telecom service delivery
• OSS/BSS interaction models
• Service assurance operations
• Field service and workforce management
• Enterprise customer life cycle management

Process Consulting Experience

• 8-12+ years process transformation experience.
• Proven leadership of enterprise-scale process redesign programmes.
• Demonstrated delivery within CRM, ITSM, or operational transformation initiatives.
• Experience working within large multi-supplier programmes.

ServiceNow Understanding

Working knowledge of ServiceNow capabilities including:

• TSM
• FSM
• TSOM
• CSM/Case Management
• Workflow automation concepts

(Certification desirable but not mandatory.)

Methods & Frameworks

• Process modelling (BPMN or equivalent)
• Agile/SAFe programme environments
• Value stream mapping
• Continuous improvement methodologies
• KPI and performance framework design

Behavioural Competencies

• Strategic and outcome-led thinker
• Credible engagement at senior operational leadership level
• Strong facilitation and workshop leadership capability
• Able to influence across business and technology domains
• Structured, analytical, and pragmatic
• Comfortable operating within complex governance environments

Programme Interfaces

Works closely with:

• Programme Director
• ServiceNow CTA/Solution Architect
• Product Owners
• Platform Technical Consultants (PTCs)
• Business Change Leads
• Telco Operations Leadership
• Field Operations Management

Success Measures

• Adoption of standardised future-state processes
• Reduction in operational handoffs
• Improved fulfilment and assurance cycle times
• Increased automation readiness
• Improved enterprise customer SLA performance
• Measurable operational efficiency gains