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Capgemini
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Service Management Lead

Service Management Lead

Capgemini

6 years

0 Lacs

bengaluru karnataka india

Posted:2 days ago| Platform:

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Skills Required

service management collaborative technology drive compliance itil analysis planning servicenow reporting security report metrics leadership communication automation consulting reliability ai strategy design engineering

Work Mode

On-site

Job Type

Full Time

Job Description

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 by a 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 organizations unlock the value of technology and build a more sustainable, more inclusive world.

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

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.
Make it real | www.capgemini.com

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Service Management Lead