ITSM Lead

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 bya 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 organizationsunlock the value of technology and build a more sustainable, more inclusive world.

Your Role

As the ITSM Lead, you will be responsible for driving implementation and ongoing enhancement of IT Service Management processes and tools for our clients. Your role will ensure alignment with industry best practices and fostering efficient and effective service delivery.

• Process Leadership: Design, implement, and continuously improve ITSM processes to support our clients' goals and industry standards.
• Collaboration & Documentation: Work closely with cross-functional teams to develop and maintain comprehensive ITSM policies, procedures, and workflows.
• Platform Management: Administer and configure the ITSM platform to meet evolving business needs and enhance service delivery capabilities.
• Team Leadership: Provide technical leadership and mentorship, promoting a culture of collaboration, knowledge sharing, and continuous learning.
• Performance Analysis: Monitor and analyse service performance metrics to identify trends, drive improvements, and optimize service management practices.
• Business Alignment: Serve as a key liaison between the client and internal teams to ensure ITSM initiatives deliver measurable value.

• 12-18 months+ experience in a similar role
• Liaising with Customers and Resolver Teams to determine priorities, resourcing and timeframes.
• Experience of leading Major Incident Resolution.
• Extensive incident and problem management experience with demonstrated experience managing the development and successful implementation of ITIL incident management processes within large and complex IT environments.
• A strong service management attitude, with commitment to quality standards and continuous improvement.
• Comprehensive understanding of service delivery technologies and the application of these technologies relevant to IT Service Management.

• You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
  • We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
    • At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
      • We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called 'Celebrate'.
      Apply today
      
      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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