Service Level Management – back office

An overview of the role

Discipline (Including Service Line):         Infra UK
Business Unit:                SMC
Location:             Highlands 
Working Pattern:             Full Time

Why this role?

Role Requirements:

Oversees service level reporting; contractual report delivery; as well as continual audits to ensure data quality and adherence to approved processes.

⦁    Ensure that SLAs are defined, agreed, documented, measured, reviewed 
⦁    Ensure that SLAs are achievable and measurable 
⦁    Understand scope of delivered services usually described in contract statements 
⦁    Attend Service Reviews with Client, identifies improvement opportunities and manage Service Improvements 
⦁    Validate Service Level Accuracy and Achievements presented by the Service Towers 
⦁    Monitor and validates Service Level Compliance trends 
⦁    Conduct Service Review meetings with Service Towers 
⦁    Monitor Service Improvement Actions until closure 
⦁    Understand scope of services delivered by each Service Towers

Why you?

Key skills required:

⦁    Strong leadership and Stakeholder Management Skills 
⦁    Ability to present at all levels 
⦁    Demonstrate an ownership mentality 
⦁    Strong customer communication skills
⦁    ITIL v4 Foundation
⦁    Meticulous / ensure attention to detail


⦁    Ability of managing virtual teams to deliver highly accurate data sources and reports
⦁    Ability to develop training material, schedule and facilitate training sessions for internal and external resources, mentoring skills.
⦁    Computer systems knowledge, integration, and architecture concepts
⦁    Experience in various reporting techniques supported by understanding of statistics and quality management concepts.
⦁    Good Management and communication skills, hosting and facilitating of internal and external service performance (SLA) meetings
⦁    Understanding of cross systems interrelations in context of the global business process
⦁    Understanding of Service Management Framework
⦁    Ability of managing virtual teams to deliver highly accurate data sources and reports

Why us?

Learning and development
There’s an endless amount to learn at Capgemini, and an endless number of ways to do so.  So, you’ll also have unique training opportunities to take advantage of. Some of our consultants even have the chance to go to Les Fontaine (near Paris, France), where we host a conference.  Outside of dedicated training, everyone makes time to help and support one another – collaboration is encouraged across all of our teams.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.

Get the Future You Want |



Posted on:

April 20, 2021

Experience level:

Experienced Professional

Contract type:

Permanent Full Time


Any UK Base