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IT Service Excellence Manager

3 weeks ago

Canberra, ACT, Australia beBeeGovernance Full time $145,000 - $185,500
Service Integration Role

The Service Integration & Governance Lead position involves managing complex multi-vendor environments and driving service excellence across client engagements. This role requires someone who thrives in dynamic settings, builds strong provider relationships, and is passionate about continuous improvement in IT service delivery.

Capgemini is a global business and technology transformation partner helping organizations accelerate their transition to a digital and sustainable world while creating impact for enterprises and society.

Key Responsibilities
  • Manage supplier management processes and define performance metrics.
  • Set up and maintain reporting requirements for each provider.
  • Coordinate contract and SLA alignment to ensure consistency in expectations.
  • Oversee supplier performance and drive continuous improvement.
  • Resolve issues and foster strong provider relationships.
  • Lead governance and service improvement initiatives across ITSM operations.
Qualifications
  • Extensive experience in ITIL, SIAM, and end-to-end service management.
  • Proven leadership in ITSM operations and vendor relationship management.
  • Strong track record of SLA/OLA compliance in complex environments.
  • Ability to implement robust governance frameworks and drive service excellence.
  • Demonstrated success in process optimisation and team development.
  • Effective stakeholder engagement and communication skills.