051975-Service Centre Manager 1 – Service Delivery Manager / Service Desk and Desktop Manager – Ridgeville, SC

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: Service Centre Manager 1 – Service Delivery Manager / Service Desk and Desktop Manager

Location: Local to Ridgeville, SC We do not offer relocations

Travel: 25%

Job Description: Manage the day to day activities for onsite service desk as well as the onsite office and factory desktop support teams. Performance manage the teams as well.


• Manage day to day activities of support teams to ensure SLA achievement and client satisfaction
• Performance manage by individual members of the support teams (15-20 CIS professionals)
• Infrastructure background with at least 8-10 years of hands on experience on IT support services like server maintenance, Database, Middleware, Network, Telephony etc.
• Must be on-site at customer location
• Fulfill contractual obligations

Role Description:

This onsite team manager role ensures areas within your service are performing to contractual targets and you identify service improvements where appropriate. In addition, you are acquiring a thorough understanding of the client’s business and are starting to develop relationships with client representatives, identifying ways of adding value. You manage aspects of day-to-day operations with a focus on achieving SLAs and KPIs for relevant areas. You are responsible for providing in-scope services for specific areas.


Ensure that service levels are met in line with the SLAs defined, based on clear understanding of the contract and the SLAs defined therein.

Set up and manage upkeep of service delivery model, in alignment with contractual obligations, including artifacts like organization structure, staffing plan, shift plan, quality plan, Service Improvement Plan, release plan, training plan etc.

Manage and assures the qualities of delivery to the client, by ensuring Process Implementation, compliance, incident management & Continuous Service Improvement

Deliver on time and within agreed budget

Identify, Mitigate and Monitor Risks and Issues in the delivery

Contribute towards account mining/ improved portfolio deployment on own service portfolio

Establish client satisfaction criteria and regularly monitor client feedback to measure satisfaction levels against established criteria

Build Positive Rapport with the Key business stakeholders of internal, onshore and client teams

Ensure retention of delivery team by effective management of people processes such as: – expectation setting & goal definition; timely performance reviews & continuous feedback; capability development & training management of delivery team (including required certifications); management of career progressions within the team; Team engagement, building & addressing personnel issues in timely manner

Oversee delivery related forecasting and reporting as needed

Protect the interest of client and delivery, by challenging the construct of the project and by demonstrating continuous service improvements and innovation through triggers like but not limited to: – Best practice implementation; Drive process efficiency; Develop new solutions based on sector/ technology trends

Mentor delivery team on ITIL methodology and drive consistent processes

Manage day to day relations with vendors and/or third-party management with respect to delivery of the engagements

Articulate the proposed solution (for change requests) & related benefits adequately and persuasively, reflecting a balance between client’s interests/concerns as well as Capgemini business interests.

Expected Certifications:

At least certified on EM foundation (level 0).

Experience of 8-12 Years

Expected Competencies:

Business Leadership          

Change Management        

Client Acquisition & Development

Continuous (Service) Improvement

Foundation (Time/Task Management, Attention to Detail, Conflict Management, Decision Making & Judgment, Communicating, Presentation, Influencing) 

Innovation & Capability Growth     


People Leadership              

Project Financials, KPI’s & Reporting           

Service & Delivery             

Technology Awareness and Leveraging        

Transition Management   

Core Behaviors:

Client Value & Service Excellence, Collaboration, Continuous Learning & Self Development, Diversity, Flexibility, Initiative, Life Balancing, Living Capgemini values, Professional Integrity, and Resilience

What You Bring: 


•    Experience of 8+ Years in End User Services Industry. Advanced Knowledge and background in Field Services and On-Site Support, Deskside, Depot, Infrastructure and Service Desk.    
•    Strong Business Acumen, Financial and commercial knowledge, experience, and background
•    Best practice and Industry Standard experience pertaining to End User Services   
•    ITIL Foundation Certified 
•    An in-depth understanding of End User Services support and best practices 
•    Excellent and advanced communication, partnership, negotiation, critical thinking, decision making, organizational, presentation and Leadership skills


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:

February 22, 2021

Experience level:


Education level:

Bachelor's Degree (±16 years)

Contract type: