060726-ITIL Service Management Consulting Manager

About Capgemini
Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.

About Infrastructure Services:
The Cloud Infrastructure Services Global Business Line is Capgemini's consulting and infrastructure build-and-run provisioning offering and supports the group's cloud-based services. As part of the integrated cloud offering from Capgemini, Cloud Infrastructure Services delivers a broad range of cloud services to build and support the hybrid cloud estate by encompassing the leading public cloud players and leading private cloud technologies. With EUR 1.5 billion annual revenue, Cloud Infra Services helps clients virtualize and optimize their IT estates through infrastructure outsourcing services such as data center, helpdesk, network support, and service integration and service maintenance support.  Our other services also include infrastructure transformation services-helping clients consolidate and migrate entire workloads and data centers.  

Visit us at www.capgemini.com. People matter, results count.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini

Location:  Toronto,CA

Travel:    25%

Job Description:  
A Service Management Consulting Manager to lead & work independently designing, developing and implementing solutions, conducting research and performing analysis. The Service Management Consulting Manager focuses on all of the ITIL service management lifecycle stages and all of its processes. They are a recognised subject matter expert in one or more of the lifecycle stages or processes.  They are an expert in related areas such as governance, industry standards or regulatory compliance.  They will be seen as the lead interface with the client and or project team to ensure that Service Management deliveries. They will be accountable for the overall delivery of the project in line to the service management process as per the contract.

Undertakes the ownership of Information Technology (IT) service and governance reviews and health checks, process establishments, service audit, benchmarking, trend analysis, compliance reviews and Service Improvement Programmes (SIP’s). Provides service strategy advice and service design solutions and best practices. 
Provides ITIL service strategy advice and service design solutions to address service issues raised internally or by customer
During service management Run phase: –
•Oversees specific/multiple work streams and understands the role of Service Management, ITIL processes, Service Level Agreement (SLA) management and contractual obligations when providing advice and solution input. 
•Assists with the discovery process. 
•Oversees specific/multiple work streams including managing resources and budgets; ensures ITIL aligned processes, procedures and work instructions are produced to required standard and are trained upon 
•Ensures any related Service Integration for services by multiple service towers and providers is in place
•Supports and delivers to the standard transition project model.
Acts as a contact point for service management expertise to the customer
Builds customer relationships by delivering above client expectations on assigned deliverables and accountable for proactively identifying & winning add on work and identifying cross sales leads.



•ITIL certified; (manager level mandatory, expert / master desirable)
•Prince 2 practitioner certified (desirable)

What You Bring:  
Required Skills
•Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members;
•Project management skills to ensure all deliverables are on time, within budget and of high quality;
•Strong verbal and writing skills in order to effectively communicate information to clients and internal team members;
•Operational management/service delivery experience (customer and/or outsourcing environment);
•Awareness of a number of Service Management tools such as ServiceNow ITSM
•Experience of designing, developing and/or implementing ITIL aligned processes;
•Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details;
•Experience of working to budgets/forecasting;

What we offer:
Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums.
We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.

Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini and in our partnerships.
Capgemini is committed to building a workforce of employees with diverse backgrounds and work experiences.  We strongly encourage women, veterans and active military service personnel to apply.

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Click the following link for more information on your rights as an Applicant – http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law




Posted on:

January 17, 2022

Experience level:


Education level:

Bachelor's Degree (±16 years)

Contract type:




Business units:





By continuing to navigate on this website, you accept the use of cookies.

For more information and to change the setting of cookies on your computer, please read our Privacy Policy.


Close cookie information