Chris Smith
Senior Solutions Manager (Itsm and Digital Service Management) @Capgemini
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WORK HISTORY
Senior Solutions Manager (Itsm and Digital Service Management) @Capgemini
London, GB
I design ITSM and Digital Service Management solutions that improve operational effectiveness, simplify complex environments and support strategic transformation for FTSE 500 organisations.Key Contributions: Advised global clients on service strategy, operating models and digital service design Designed and delivered ITSM solutions using ServiceNow, automation and AI‑assisted insights Improved service performance by simplifying processes, reducing operational friction and aligning teams Worked with cross‑regional teams in Europe, the US and India to deliver scalable, consistent outcomes Strengthened governance through clear communication, structured reporting and stakeholder alignment Provided strategic insight to senior leaders to support future business growth and operational maturitySpecialisms:Service Management • ServiceNow • Digital Service Management • Operating Models • Vendor Management • Project Delivery • Stakeholder Engagement • Governance
EDUCATION
Middlesex University
Accounting and Finance Foundation
University of Staffordshire
International Relations and History
ABOUT CHRIS SMITH
I help organisations design, improve and run IT services that are stable, efficient and aligned to real business needs.My background spans Service Delivery, Operations Management, ITSM leadership and technical infrastructure — which gives me a pragmatic understanding of how people, process and technology come together to deliver value.I’ve led service improvement programmes, transitions, stabilisation efforts and operational turnarounds across the UK, Europe, the US and India. What drives me is simplifying complexity, improving teamwork and creating environments where great service can actually happen.HOW I WORK Process improvement and design based on ITIL best practices Clear, confident communication (reporting, documentation, face‑to‑face) Proactive collaboration with colleagues and cross‑functional teams Partnering with the business to demonstrate IT’s value Embracing cultural and strategic change Emotional intelligence, diplomacy and a people‑first mindset Strong understanding of both the business and the people within itWHAT I BRING A track record of delivering measurable service improvements Deep ITSM experience supported by ITIL v3 Expert, ITIL 4 and PRINCE2 Strong experience across global teams, cultures and suppliers The confidence to challenge the status quo where needed A calm, stable leadership style that builds trust and clarityI started my career in infrastructure and technical operations, which gives me a hands‑on understanding of how things actually work beneath the surface. Today, I focus on service design, process improvement, operational leadership and creating environments where teams can deliver their best work.If you’re passionate about improving IT services, driving operational change or exploring better ways of working, I’m always open to connect.
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