Job Title: Service Management Lead

Location: Warren, United States

Travel: 25%

Job Description:

We are looking for a Service Management lead who is process oriented. Will build/transfer ITIL processes including demand, service portfolio, service catalog and service fulfilment. ITIL and Lean, Six Sigma and/or Agile/Scrum expert desired.
The focus of your role within Capgemini, what you do:

Key Responsibilities:

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. 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. Undertakes both internal and client facing consultancy work including Information Technology (IT) service and governance reviews, trend analysis, health checks and Service Improvement Programmes (SIP’s). Assists with benchmarking, Total Cost of Ownership (TCO) and compliance reviews. Also assists with service audits as part of the bid and transition process. Acts as a key contributor in a more complex or critical customer environment. This may be as a stand-alone project, during a bid or as part of an IT outsourcing transition or transformation. Assistance with ITIL service strategy advice and service design solutions to address service issues to both prospects and customers. Oversees specific work or process streams including ensuring ITIL aligned processes, procedures and work instructions are produced to required standard and are trained upon. Assists with ensuring that any related service integration for services by multiple service towers and providers has been completed. Understands the design and costing of service models. Supports and delivers to the standard transition project model. Provides service management expertise including training, mentoring & staff augmentation. Builds customer relationships by delivering above client expectations on assigned deliverables, proactively identifying add on work and assisting in identifying cross sales leads.

What are the Mandatory skills and skill proficiencies required for this position?

What you bring:
REQUIRED:
5 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;
DESIRED:
Specialty in ITIL Service Strategy and/or Service Design;
Prince 2 certified (desirable);
ITIL Process design experience
ITSM knowledge
ITIL certification or training
Six Sigma and/or Agile/Scrum
Experience of cost management for specific projects or work areas;
Operational management/service delivery experience (customer and/or outsourcing environment); Experience of working to budgets/forecasting

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini

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, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get The Future You Want | www.capgemini.com

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.