Service Management Lead

2 Months ago • 9-12 Years

Job Summary

Job Description

As a Service Management Lead at Capgemini, you will play a crucial role in designing, developing, and implementing ITIL aligned processes. Your responsibilities include leading teams, conducting research, performing analysis, and facilitating workshops. You will need strong communication skills to effectively communicate with clients and internal team members. The role requires knowledge of service management tools and experience with Incident, MIM, Service Request, Problem, Change management, and SLA reporting. The ideal candidate will possess time management skills and the ability to negotiate priorities, resolve conflicts, and contribute to the ITIL service management lifecycle. You will be responsible for aspects of the overall delivery. Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society.
Must have:
  • 9-10 years of service management experience
  • ITIL v3 Certified (foundation as a minimum)
  • Strong verbal and writing communication skills
  • Experience with IT service management tools
Good to have:
  • Knowledge of CMDB / Asset Management / SCAM

Job Details

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. 

Job Description

  • 9-10  or more years of service management;
  • ITIL v3 Certified (foundation as a minimum, manager or expert level desirable);
  • Strong verbal and writing skills in order to effectively communicate information to clients and internal team members;
  • Awareness of a number of service management tools such as BMC’s IT Service Management (ITSM, Remedy);
  • Time management skills to meet agreed targets; Experience of designing, developing and/or implementing ITIL aligned processes;
  • Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details;
  • Facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members;
  • Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members;

Primary Skills

  • They must knowledge/experience with Incident, MIM, Service Request, Problem, Change management and SLA reporting. 
  • A Senior Service Management Consultant can be a member of a team, leading the team, assisting the lead or working independently. 
  • They lead or work independently designing, developing and implementing deliverables, conducting research and performing analysis.

Secondary Skills

  • Apart from these, other critical area is CMDB / Asset Management / SCAM
  • The Service Management Consultant focuses on all of the ITIL service management lifecycle stages and a number of its processes within an outsourcing bid, consulting assignment or an implementation. 
  • They will be responsible for aspects of the overall delivery. 

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

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About The Company

We are a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. Capgemini is a global leader in partnering with companies to transform and manage their business. Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology.

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