Service Management Lead

Capgemini

6 - 11 years

8 - 13 Lacs

mumbai bengaluru

Posted:22 hours ago| Platform:

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Skills Required

service management project management it services ai it service management change management pmp automation it operations servicenow customer satisfaction prince2 service delivery stakeholder management compliance business operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your Role

Lead and manage a team of Service Management professionals to ensure end-to-end delivery of high-quality IT services across multiple towers.
Drive operational excellence in Incident Management, Major Incident Management, Problem Management, and Change Management, while aligning services to SLAs/KPIs and implementing continuous improvement initiatives.
Govern service delivery processes and ensure compliance with ITIL best practices.
Oversee major incident bridges, RCA analysis, and change planning with CAB governance.
Utilize ServiceNow for incident, problem, and change workflows, reporting, and dashboards.Collaborate with stakeholders across IT operations, security, and business units for seamless service delivery.Monitor and report operational metrics, customer satisfaction trends, and drive service optimization.

Your Profile

6+ years in IT Service Management, with at least 4 years in a leadership role.
Strong expertise in Incident, Problem, and Change Management.
Hands-on experience with ServiceNow and ITIL processes.
Project Management capabilities with PMP/Prince2 preferred.
Excellent stakeholder management and communication skills.
ITIL Foundation (Intermediate/Expert preferred), PMP or equivalent

What will you love working at Capgemini

Work on mission-critical IT service management operations for global clients.
Gain exposure to advanced ITIL practices, automation, and ServiceNow optimization.
Clear career progression from Service Management leadership to strategic consulting roles.
Be part of a collaborative, inclusive environment that values innovation and operational excellence.
Drive impactful improvements that enhance customer satisfaction and service reliability

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