C

Capgemini

Global consulting, technology services, outsourcing

ServiceNow CRM Transformation Lead - Managing Consultant

Full-TimeUpdated on 10/21/2026
No salary listed
Expert
London, UK+3 moreMore locations: Newcastle upon Tyne, UK | Glasgow, UK | Manchester, UK
HybridHybrid working; fully flexible for assignments, which may require short-notice periods away from home.
Solution EngineeringImplementation & Technical Account Management

About the job

Requirements
  • Proven experience in customer transformation, CRM, customer experience, or service transformation consulting, with 10–15 years of experience.
  • Strong understanding of customer-facing operating models and workflow platforms.
  • Experience delivering digital transformation programmes.
  • Experience in at least two of the following areas: ServiceNow Customer Service Management or Field Service Management; 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, and AI-enabled customer engagement models.
  • Strong stakeholder management skills, including engagement with Chief Customer Officer, Chief Revenue Officer, and Chief Operating Officer level stakeholders.
  • Ability to translate technology solutions into measurable business outcomes.
  • Experience contributing to proposals and sales activities.
  • Ability to work across business and technology teams.
Responsibilities
  • Define customer operations and revenue transformation strategies leveraging ServiceNow.
  • Advise senior stakeholders on customer experience transformation, revenue operations optimisation, ecosystem and partner collaboration models, and business value realisation.
  • Translate business requirements into workflow-enabled operating models.
  • Design and support implementation of AI Control Tower capabilities for AI lifecycle management, governance, and observability; agentic AI workflows enabling autonomous execution; and Now Assist or generative AI use cases across workflows.
  • Define data, integration, and workflow architectures for AI-enabled ServiceNow solutions.
  • Design and support transformation initiatives across Customer Service Management, Field Service Management, revenue workflows, and commercial workflows.
  • Lead lead-to-order transformation, order-to-activation workflows, and subscription and service monetisation initiatives.
  • Design use cases leveraging Customer AI Agents, Agent Assist capabilities, knowledge automation, and Employee Works (MoveWorks).
  • Enable AI-powered customer engagement and self-service experiences.
  • Contribute to delivery of end-to-end transformation programmes.
  • Support the design of supplier, partner, and managed service provider collaboration models.
  • Ensure solution quality through governance and best practices.
  • Contribute to proposals, requests for proposals, 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.

About the company

C

Capgemini

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Website

Capgemini helps organizations in consulting, technology services, and outsourcing to drive digital transformation. Its offerings include strategy and transformation consulting; system integration, application development, and IT infrastructure management; and managed IT operations and business processes. It competes through a global footprint in over 50 countries with a local touch, applying AI, cloud, and cybersecurity to real-world problems. Its goal is to help clients achieve strategic objectives and improve efficiency through technology.

Company Size

10,001+

Company Stage

IPO

Headquarters

Paris, France

Founded

1967

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Simplify's Take

What believers are saying

  • H1 2026 revenue reached €12.082 billion, up 8.8%, and guidance rose to 8.5%-9.0%.
  • HMRC’s June 2026 contract adds multi-year public-sector revenue and validates Capgemini’s sovereign-cloud pitch.
  • Generative and agentic AI exceeded 10% of Q4 2025 bookings, signaling durable demand momentum.

What critics are saying

  • Fit-for-Growth triggered about €700 million restructuring costs across 2026-2027, mostly in 2026.
  • June 30, 2026 filings cite recurring India transfer-pricing tax reassessments and active litigation.
  • AI services commoditize legacy consulting; WNS integration and workforce cuts threaten margin expansion by 2027.

What makes Capgemini unique

  • Capgemini’s October 2025 WNS acquisition created scaled Intelligent Operations and agentic AI delivery.
  • The June 2026 HMRC deal extends a 2004 relationship and embeds Capgemini in UK tax systems.
  • Capgemini’s September 2026 OpenAI Deployment Company investment deepens enterprise AI implementation access.

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Benefits

  • Health Insurance
  • Paid Vacation
  • Flexible Work Hours
  • Remote Work Options
  • Professional Development Budget
  • Meal Benefits
  • Dental Insurance
  • Life Insurance
  • Performance Bonus
  • Hybrid Work Options

Growth & Insights and Company News

Headcount

6 month growth

5%

1 year growth

5%

2 year growth

5%
InfraSale
Sep 25th, 2026
Capgemini Expands Seattle Presence with Acquisition of Collinear Group

Capgemini has acquired Collinear Group, enhancing its consulting capabilities in the Seattle area. This move signifies a strategic expansion into the growing data center and technology consulting market, which is crucial for InfraSale's audience focused on infrastructure development. Observers should watch for how this acquisition impacts local data center projects and consulting services.

Associated Press
Sep 10th, 2026
42% of consumers confused by life insurance policies, 1 in 4 abandon purchase

Life insurers face a relevance crisis, according to the World Life Insurance Report 2027 from Capgemini and LIMRA. The study surveyed over 6,100 consumers globally and found that whilst 47% consider buying life insurance, more than 40% feel confused or unconvinced by available information. One in four abandon the purchase process. Younger consumers aged 18-40 are particularly affected, with 28% dropping out before completion. Technical language, affordability concerns, and perceived irrelevance drive these exits. The report reveals nearly 40% of policyholders rarely hear from insurers post-purchase, and half who discontinue do so within three years. However, best-in-class insurers—representing just 10% of carriers—achieved 41% higher revenue growth and 12% lower lapse rates through personalised engagement and data-driven strategies.

The Register
Aug 20th, 2026
HMRC awards Capgemini $47M SAP migration contract, extending 28-year relationship

The UK's HM Revenue & Customs has awarded Capgemini a £37 million contract to migrate its Enterprise Tax Management Platform from SAP ECC 6.0 to S/4HANA. The contract runs until 2032, potentially extending Capgemini's involvement with HMRC's tax systems to 28 years since the relationship began in 2004. The platform handles more than £800 billion in tax revenue and payments annually for 40,000 users. HMRC insisted the procurement was fair and competitive, with several bidders competing from the Digital Legacy Application Services framework. Capgemini became HMRC's lead technology supplier in 2004 under the Aspire contract. A 2014 parliamentary committee found that Aspire cost £7.9 billion between 2004 and 2014, generating £1.2 billion in combined profit for Capgemini and Fujitsu.

Yahoo Finance
Jul 30th, 2026
Capgemini H1 net profit drops 31% to $538M despite 8.8% revenue rise and raised FY outlook

French technology company Capgemini reported a 31% drop in net profit to €498 million in the first half of the year, down from €724 million in the same period last year, due to higher expenses. Normalised earnings per share fell 12% to €5.29. Revenue climbed 8.8% to €12.08 billion from €11.11 billion. The company's operating margin rose 9.3% to €1.51 billion. Net other operating income and expenses increased to €628 million from €401 million in the prior-year period. Capgemini raised its fiscal 2026 revenue growth outlook to around 8.5% to 9.0% at constant exchange rates, up from its earlier forecast of 6.5% to 8.5%.

Yahoo Finance
Jul 30th, 2026
Capgemini raises 2026 revenue growth target to 8.5-9% after strong H1 performance

Capgemini has upgraded its 2026 revenue growth outlook following strong first-half performance. The French IT services firm now expects constant currency revenue growth of around 8.5% to 9.0%, up from its previous target of 6.5% to 8.5%. The company reported revenues of €12.1 billion in the first half of 2026, up 8.8% year-on-year, with constant currency growth of 11.3%. Operating margin reached 12.5% of revenues, up 10 basis points year-on-year. Chief executive Aiman Ezzat attributed the performance to strong demand for AI-driven transformation services, particularly agentic AI and physical AI solutions. The company's newly integrated Intelligent Business Operations business line, following the WNS acquisition, is generating significant commercial traction. Capgemini maintained its operating margin target of 13.6% to 13.8% and organic free cash flow guidance of €1.8 billion to €1.9 billion for the full year.