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Capgemini
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Service Delivery Lead

Service Delivery Lead

Capgemini

4 - 6 years

11 - 15 Lacs

bengaluru

Posted:4 days ago| Platform:

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Skills Required

service management itil framework change management itsm stakeholder management release management service level management bmc remedy servicenow japanese escalation management service delivery service improvement jlpt operational excellence itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your Role

Lead and manage Major Incident, Problem, and Change Management processes to ensure minimal business impact and high service quality.

Act as the primary point of contact during major incidents, coordinating resolution efforts and stakeholder communication.

Conduct root cause analysis for recurring issues and maintain the Known Error Database (KEDB).

Drive CAB/ECAB meetings and ensure compliance with Change Management processes.

Oversee service level management (SLM) and ensure adherence to ITIL standards.

Collaborate with cross-functional teams for process consulting, stakeholder management, and continuous service improvement.

Support process audits, compliance checks, and escalation management.

Your Profile

4-6 years of experience in IT Service Management with hands-on expertise in Incident, Problem, and Change Management.

Strong understanding of ITIL framework (ITIL v4 preferred).

Experience with Microsoft Identity Manager (MIM) and identity lifecycle operations.

Proficiency in service management tools like ServiceNow, BMC Remedy, etc.

Excellent communication, stakeholder management, and people management skills.

Experience in process consulting and release management.

Open to working in 24x7 shifts.

JLPT N3 certification preferred for Japanese linguistic skills.

What You Will Love Working Capgemini

Opportunity to lead critical ITSM processes in a dynamic enterprise environment.

Exposure to global stakeholders and high-impact service delivery.

Continuous learning and certification support in ITIL and service management tools.

Collaborative culture focused on innovation and operational excellence.

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Capgemini

IT Services and IT Consulting

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Service Delivery Lead