Lead a team of Service Management professionals, ensuring high-quality IT service delivery across multiple towers. Drive operational excellence in Incident, Major Incident, Problem, and Change Management, aligning with SLAs/KPIs and ITIL best practices. Utilize ServiceNow for workflows and reporting. Collaborate with stakeholders for seamless service delivery and monitor operational metrics. Work on mission-critical operations for global clients, gaining exposure to advanced ITIL practices and automation, with clear career progression.

Must Have

• Lead and manage a team of Service Management professionals
• Ensure end-to-end delivery of high-quality IT services
• Drive operational excellence in Incident Management, Major Incident Management, Problem Management, and Change Management
• Align services to SLAs/KPIs
• Govern service delivery processes and ensure compliance with ITIL best practices
• Oversee major incident bridges, RCA analysis, and change planning with CAB governance
• Utilize ServiceNow for incident, problem, and change workflows, reporting, and dashboards
• Collaborate with stakeholders across IT operations, security, and business units
• Monitor and report operational metrics, customer satisfaction trends, and drive service optimization
• 6+ years in IT Service Management
• At least 4 years in a leadership role
• Strong expertise in Incident, Problem, and Change Management
• Hands-on experience with ServiceNow and ITIL processes
• Excellent stakeholder management and communication skills

Good to Have

• Project Management capabilities with PMP/Prince2 preferred
• ITIL Foundation (Intermediate/Expert preferred)
• PMP or equivalent

Perks & Benefits

• Work on mission-critical IT service management operations for global clients
• Gain exposure to advanced ITIL practices, automation, and ServiceNow optimization
• Clear career progression from Service Management leadership to strategic consulting roles
• Be part of a collaborative, inclusive environment that values innovation and operational excellence
• Drive impactful improvements that enhance customer satisfaction and service reliability

Your Role

• Lead and manage a team of Service Management professionals to ensure end-to-end delivery of high-quality IT services across multiple towers.
• Drive operational excellence in Incident Management, Major Incident Management, Problem Management, and Change Management, while aligning services to SLAs/KPIs and implementing continuous improvement initiatives.
• Govern service delivery processes and ensure compliance with ITIL best practices.
• Oversee major incident bridges, RCA analysis, and change planning with CAB governance.
• Utilize ServiceNow for incident, problem, and change workflows, reporting, and dashboards.
• Collaborate with stakeholders across IT operations, security, and business units for seamless service delivery.
• Monitor and report operational metrics, customer satisfaction trends, and drive service optimization.

Your Profile

• 6+ years in IT Service Management, with at least 4 years in a leadership role.
• Strong expertise in Incident, Problem, and Change Management.
• Hands-on experience with ServiceNow and ITIL processes.
• Project Management capabilities with PMP/Prince2 preferred.
• Excellent stakeholder management and communication skills.
• ITIL Foundation (Intermediate/Expert preferred), PMP or equivalent

What will you love working at Capgemini

• Work on mission-critical IT service management operations for global clients.
• Gain exposure to advanced ITIL practices, automation, and ServiceNow optimization.
• Clear career progression from Service Management leadership to strategic consulting roles.
• Be part of a collaborative, inclusive environment that values innovation and operational excellence.
• Drive impactful improvements that enhance customer satisfaction and service reliability

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Make it real | www.capgemini.com