056131-Service Manager

"Minimum academic requirement of a bachelors degree in business or a related field
Technically savvy with experience working with designers and developers to craft usable experiences across technologies
Possess deep curiosity about Business needs
Ability to influence cross functional teams without formal authority 
Possess excellent leadership skills with an ability to communicate in all forms well
Experienced in meeting tight timelines
Ability to handle stress and exercise good judgement
Possess strong analytical skills
As a person you are empathetic around Business problems with an ability to extract insights and facilitate building right solutions
Must have the following
Ability to run good meetings
A good thorough understanding of underlying technology and interfaces in a Service if not the code itself
Ability to sell concepts to users  engineers
Should be able to support others
Solid understanding of street statistics on the Service
Solid ability to manage own time avid reader
Possess product management experience highly preferred
Willing to travel 
Proficient in use of computers along with common industry business software programs

Accountable for IT Services one or more  Single point of contact for resolution on perpetual issues for respective Services
Consultant and Informed when defining the vision roadmap and strategy for respective Services
Responsible for understanding Business pain points assist in building a solution and facilitate for bringing solution to life
Responsible for managing and resolving major incidents in respective Services
Responsible for updating Service catalog regularly and clearly with appropriate  accurate information for respective Services
Responsible for monitoring Services performance at frequent intervals usage security availability integrity confidentiality resiliency capacity response time technology obsolescence support requirement  of tickets raised severity of the incidents response time for resolution etc
Responsible for facilitating Service improvement as necessary to improve customer satisfaction 80 is to 20 rule
Responsible for managing interactions across departments within Group IT to get the tasks done
Responsible for consistent communication in a timely manner with Business owners on Service on aspects such as deployment updates changes issues resolutions and quick fixes
Responsible for reviewing validating and publishing performance metrics frequently to management for respective Services
Adopt a data driven approach to problem solving
Adopt a collaborative pragmatic approach and persuade people to support decisions

Not a technical role involving coding or getting behind the keyboard
Not a people manager role Service Manager is a one person job  but overseeing the vison  strategy  deployment maintenance  metrics reporting  incident management of respective Services is a shared effort
Not a Service Owner SO whose main worry will be when will it be done vs that of a Service Manager SM whose worry is should it be done at all more of a tactical decision


Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.
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.


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


 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.

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



Posted on:

August 19, 2021

Experience level:


Education level:

Bachelor's Degree (±16 years)

Contract type:


Business units:

COMCOR (us-en)