051638-SACM Manager 3 – SACM Onsite Manager – Dallas, TX

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. 

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.

Visit us at https://www.capgemini.com/us-en/. People matter, results count.

Job Title: SACM Manager 3 – SACM Onsite Manager

Location: Dallas, TX

Travel: 25%

Job Description: Service Integration SACM delivery for a large, international client

SACM Job Description:
Delivery Responsibilities
•    Ability to understand supplier contracts, track supplier duties and obligations for SACM operations
•    Responsible for delivering client SACM services and provide data to hold supplier accountable for SLA performance related to SACM
•    Provides provide feedback on delivery issues and escalate (where applicable) to the Service Delivery Manager and/or Service Line Management
•    Pro-actively works on service improvement initiatives and service improvement plans to improve service quality and implement cost reductions
•    Pro-actively manages the day-to-day delivery relationship with the supplier’s operational representatives
•    Supports Service Delivery Manager or provides inputs to Lead Operations Delivery Manager in promoting new service propositions to improve or extend the services to client
•    Possesses a thorough understanding of the delivery strategy of Capgemini as well as the client business processes

KPI Implementation/Performance Reporting
•    The SACM Lead is accountable for monthly SACM Status delivery and presentation
•    Collaborates with the SACM lead to identify operations data to support creation and reporting of contractual SLA and KPI reporting
•    Monitors compliance of agreed processes, as well as performance indicators
•    Ensures adherence to client-defined standards and change control procedures making sure adequate controls are in place to detect adverse trends
•    Provides service and data improvement reporting of in-scope suppliers to client management (as required)
Management of SACM and Related Delivery Groups
 Effectively interacts with SIAM SACM Manager and delivery teams & suppliers and clients:
•    Oversees the end to end delivery activities to produce deliverables to meet client contractual requirements/obligations
•    Builds relationships with client partners and Product Owners throughout the company

General Qualifications
•    8 to 10 years of outsourcing experience, Bachelor’s degree;
•    Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided
•    Experience in a service line operational role providing infrastructure services
•    Detailed understanding of the various service level agreements and the performance measures required to manage the agreements and the relationship with the clients
•    Good understanding of contract management, including duties and obligations
•    Good presentation and customer relations skills to understand client concerns and requirements
•    Be able to assume overall control of and resolve complex customer or operational issues
•    Good knowledge in all areas of delivery in an outsourcing environment

What You Bring:  

SACM Operational and Technical Qualifications 
•    ServiceNow Experience/Knowledge (Orlando/Paris)
o    CSA Certification
o    Database Structure Familiarity
    Extended Tables
    Relationships between tables
    Relationships usage
    Dot Walking to access “Joins”
o    Database theory
    Relational vs Hierarchical
    Normal Form Principles
    SQL-92 statement forms (SELECT / FROM / WHERE / GROUP BY)
•    Discovery
o    Experience with Discovery Setup in ServiceNow or another tool (SCCM, Eracent, Tivoli)
o    Theory of Windows vs Unix
o    Attributes available, and knowledge of the principle key identification attributes used
o    Reconciliation experience (Comparison of multiple sources to evaluate coverage and record enhancement)
o    Vertical Discovery (i.e. Service Mapping)
    Certification in ServiceNow Service Mapping a plus
•    Business Rules and UI Actions principles
o    Covered in CSA certification
o    Experience in programming a plus for intuitive analysis of effects and interactions
•    ServiceNow Tables
o    Experience navigating and using the tables:
    Foundation
    Major Classes (Servers, PCs, Netgear)
    Relationships
    Jobs
•    ServiceNow Best Practices
o    Delta Certifications and new product familiarity for all major releases
o    Participation in Partner Portal and Developer Site – to assure familiarity with ServiceNow releases, changes and features
o    Business Analysis skills – Excel and/or Local Database procedures to evaluate data
    Reporting Skills a plus – especially Performance Analytics
•    Asset and CI management
•    Asset lifecycle management and automation
•    Asset Inventory and Audit
•    Asset Classes and Types
•    Fixed Asset knowledge
•    Consumable knowledge
•    ServiceNow Asset Management
•    ServiceNow Core ITIL Experience
•    Stockroom Management
•    Hardware ordering/purchasing experience
•    Hardware movement/shipping experience
•    Hardware Receipt/Disposal
•    Business Process development/management
•    Hardware Reporting and Dashboards
•    Evaluating accuracy of hardware asset allocation and usage calculations in a virtualized environment
•    ITAM/Hardware Asset Management Certifications
•    Hardware Models and Normalization
•    Analytics and Data Mining
•    SACM Finance Experience
o    Contract Management/Analysis: HW maintenance, support
•    HAM Principles:
o    Direct work with major Service Management tools (ServiceNow, Remedy etc.)
o    Association with and/or consumption of HAM industry programs (ex: ITAM Review)
o    Hardware Model Normalization and Standards in ServiceNow
o    Company (Publisher) Normalization
•    Discovery to Usage conversions familiarity (called “Metric Engines”)
o    Principles of complex analysis (virtualization effects on usage calculation)
o    Optimization Principles to reduce cost aim/or minimize audit claims
o    Knowledge of common targets of software audits for Vendors
•    Discovery enhancements to find installations
o    File recognition qualification (path, associated files, versioning)
•    Audit Defense
•    Contract Analysis – for major vendors in general:
o    Converting purchases to entitlements
o    Interpreting Major vendor Enterprise agreements for resulting entitlements and options in licensing and usage
•    SAM Principles:
o    Direct work with a major tool vendor (Flexera, SNOW, ServiceNow, Aspera etc.)
o    Association with and/or consumption of SAM industry programs (ex: ITAM Review)
o    Software Model Normalization
o    Software Model Normalization as it relates to Software Model Lifecycles in ServiceNow
o    Company (Publisher) Normalization
•    Discovery to Usage conversions familiarity (called “Metric Engines”):
o    Principles of complex analysis (virtualization effects on usage calculation)
o    Decision tree’s for calculation of demand
o    Optimization Principles to reduce cost aim/or minimize audit claims
o    Knowledge of common targets of audit for Vendor retrieval of claims
•    Discovery enhancements to find installations:
o    File recognition
o    File recognition qualification (path, associated files, versioning)
•    Audit defense:
o    Strategies for deriving knowledge of upcoming audit targets
o    Audit contract provisions allowing for extended time to adapt, and/or restrictions on intrusion by auditors
o    Current environment strategies for negotiating mutual solutions
o    Knowledge of the Major vendors primary targets for revenue from audits
•    SAM Specific Experience:
o    Sam Team building (diversity and assignments)
o    ServiceNow SAM Pro experience (Publisher Packs in Madrid and New York)
o    Evaluating accuracy of SAM Pro calculations in a virtualized environment
o    Evaluating accuracy of SAM Pro calculations in a decision tree – branched license metric
o    Reporting in SAM Pro
o    Dashboards in SAM Pro
o    Plus – SAM Pro Certification:
    Software Asset Management Fundamentals (course)
    ITAM Software Asset Management Implementer (8 courses)
•    History and Principles of APM:
o    Classify, Measure, Analyze, Plan
o    Table Structures (Bus Apps, App Services, Bus Services, Service Offerings)
o    CSDM 2.0/3.0 Plus (ServiceNow explanations of best practice frameworks for future developments)
o    Purposes of APM in IT Operations and Planning
•    Relationships:
o    Vertical and Horizontal
o    ServiceNow calculations using those relationships
•    Discovery related to APM:
o    Service Mapping (now called ITOM Visibility) familiarity or certification
o    Familiarity Interfacing with Application Teams to populate attributes
o    Familiarity Interfacing with Application Teams to generate Vertical inventory (entry points and entry points of different types)
o    Knowledge of Classes of devices used in Vertical Discovery and Mapping
•    APM operations:
o    Capacity to work with Logic and OCM for Workflows and Forms to provide catalog availability for creation of various APM CI entities
o    Working knowledge of CI usage in Incident / Problem and Change
o    Able to understand categorizations from one class to another in the APM space
o    Able to participate in evaluating the attributes needed for classification (and security) of Applications
•    APM Reporting:
o    Able to participate in or generate management reports on the extent of APM characterization, reconciliation of applications and depth/breadth of Service Mapping data
o    Able to create ad-hoc reports in ServiceNow
•    APM Strategy:
o    Able to participate in the planning of APM structure based on:
    Geographic diversity
    Total Cost of Ownership models
    Mean Time to Recovery optimization
o    Plus – any experience with Capability structures for the automotive industry
•    APM Business Rules and Development:
o    Business rules for constraints on Parent / Child relationships
o    Requirements for prescribed workflows
o    Workflows to create Catalog creation of new entities
o    Forms design and UI Rules as needed for process governance
o    ServiceNow specific knowledge of notifications and communication methods
o    Plus – ITBM experience in creating Total Cost of Ownership models
o    Plus – Asset Management experience including associate cost assignments and structures of storage of Assets/CIs in ServiceNow
o    Plus – Certifications
    Application Portfolio Management Fundamentals (1 course)
    Application Portfolio Management Implementer (8 courses)


Added Value
•    Java Scripting in ServiceNow
•    Applications Management Experience
•    Finance Experience (ITBM and TCO)
•    Operations I/C/P – for MTTR
•    Large Company experience (Towers and Inventory)
•    Database Design
•    CI Automated Discovery Experience


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

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.




Posted on:

January 28, 2021

Experience level:


Education level:

Bachelor's Degree (±16 years)

Contract type: