055753-Senior Service Management Consultant – SACM SME

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

Job Title: Senior Service Management Consultant – SACM SME

Location: Atlanta, GA

Travel: 25%

Job Description:   

The Senior SACM Manager/Lead oversees the entire Service Asset and Configuration Management (SACM) delivery for one or more accounts. A leader in their area of expertise and are recognized as a subject matter expert in all aspects relating to ITIL Asset and (CMDB) and ensures that the implemented process is followed to guarantee the integrity and accuracy of the data within. Configuration Management lifecycles. Expert in related areas such as governance, industry standards and implementations of Global SACM models. Will lead Asset Management remediations and / or troubleshooting teams either on request or proactively. Will take ownership and leadership of Global SACM initiatives either on request or proactively. Expert in areas such as governance, industry standards and implementations of Global SACM models. Champion of lifecycle process and procedures to ensure the registration, maintenance and control of the Configuration Management Database.
SACM Delivery:
Ability to understand supplier contracts, track supplier duties and obligations for SACM operations
Responsible for delivering client SACM services and 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 clients’ 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
SLA/KPI Implementation/Performance Reporting
Accountable for monthly SACM Status delivery and presentation
Collaborates with the Offshore 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
Management of SACM Delivery Groups
Effectively interacts with Off-shore 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

What you bring

Skills required
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 with ServiceNow (preferred) or other Service Management tools
Experience in the SACM roles (HAM, CMDB, SAM, APM, Discovery) that will support client 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
Understanding of how Business processes are supported by technology
Understanding / Experience of hardware, software and application asset and CI types
Understanding / Experience of Implementing (building) a CMDB
Understanding / Experience in hardware and software asset management
Experience in using asset/configuration management databases
Able to write reports, conduct meetings and perform investigative work
Experienced in the use of SLAs/KPIs to track trends and identify problems before they occur
Good understanding of SACM Financials
Understand / Experience with CI Automated Discovery

Certifications required
ITIL certified (Foundation v3 or v4)
ServiceNow Certified System Administrator 
ServiceNow Certifications nice to have: CIS in one or  more modules
(HAM, SAM, Configuration Managment, Service Mapping, APM)

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.

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:

August 17, 2021

Experience level:


Education level:

Bachelor's Degree (±16 years)

Contract type:


Business units:

CIS-L1 (us-en)