Global IT Service Catalogue Practice Senior Manager
Boston Consulting Group · London, United Kingdom · 1mo ago
SeniorOn-siteSoftware Engineering
Who We Are
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.
What You'll Do
As the Global IT Service Catalogue Process Owner within Tech@BCG, you will own the end-to-end design, governance, and continual improvement of BCG's IT Service Catalogue in line with ITIL 4 best practice. You will define and drive the Service Catalogue Management process, setting the standards for how services are structured, described, priced, and requested, and act as the single point of accountability for catalogue accuracy, consistency, and business relevance across all Tech@BCG towers and regions. You will partner closely with Service Owners, Service Design, and the ITSM platform team to ensure every catalogued service maps cleanly to a request, fulfillment, and SLA model that colleagues can actually use.
You will be the primary driver of Tech@BCG's self-service strategy: translating a portfolio of complex technical and business services into an intuitive, discoverable, and largely automated self-service experience for BCG's global workforce. This includes setting the roadmap for self-service adoption, defining KPIs and OKRs for catalogue health and self-service uptake, chairing governance forums with senior stakeholders, and coaching a network of Product & Platform Owners as well as Process Practitioners on catalogue standards. You will be expected to operate with a high degree of independence, resolve escalated or ambiguous catalogue design issues, and represent Service Catalogue Management in broader ITSM process governance (Incident, Request Fulfillment, Change, and CMDB/Service Mapping integration points).
YOU'RE GOOD AT
- Framing complex, ambiguous problems and can take a sprawling, technical service portfolio and structure into something simple, logical, and consumable for a non-technical audience.
- Driving conclusions from data and expertise, building a narrative that influences senior stakeholders and secures buy-in for process and catalogue changes across a global, matrixed organization.
- Leading conversations and meetings with confidence: you modulate your communication style to the audience, listen actively, and know when to push for resolution versus build consensus.
- Embracing and driving change with adaptability and agility, bringing creativity and curiosity to continually improve how the catalogue and self-service experience work.
- Coaching and developing others: you strike the right balance between empowering a distributed network of catalog owners and providing the consultative direction needed to keep the catalogue consistent.
What You'll Bring
- ITIL 4 Foundation certification required; ITIL 4 Specialist (Create, Deliver and Support) or ITIL 4 Managing Professional preferred — with demonstrated, hands-on experience owning Service Catalogue and/or Request Fulfillment processes, not just certification.
- 7+ years of IT Service Management experience, including 3+ years specifically in Service Catalogue design, service portfolio management, or self-service/digital-experience delivery within a global, matrixed organization (must have).
- Proven experience administering or configuring a modern ITSM platform's service catalogue module (e.g., ServiceNow Service Catalog, BMC Helix) including catalogue item design, workflow/fulfillment automation, and integration with CMDB/Service Mapping (must have).
- Track record of building and executing a self-service adoption strategy by defining KPIs, running change management/communications campaigns, and measurably shifting volume from live support channels to self-service (preferred).
- Bachelor's degree in Information Technology, Business, or related field; equivalent professional experience considered. Experience operating in a professional services or consulting environment is a plus.
Who You'll Work With
You will work within Tech@BCG's Service Management function, partnering daily with Service Owners across Infrastructure, Applications, and End User Services, the ITSM platform engineering team, and Tech Communications colleagues driving adoption campaigns. You will also engage regularly with regional IT leads and senior Tech@BCG leadership as the escalation point and process authority for anything catalogue- or self-service-related.
Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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