ServiceNow Chapter Lead (remote work form Poland only)

Recruitment process for this position and onboarding trainings are conducted online

Remote work possible from Poland only

About us

Capgemini’s Cloud Infrastructure Services unit is a global team of technology experts and domain specialists that helps businesses from all around the world extract maximum business value from their IT investment and facilitates their journeys to the cloud.In addition to facilitating journeys to the cloud, we support businesses by providing services such as helpdesk services (human and AI powered), network access and maintenance, hosting and maintaining applications, IT operations and much more. We do all this in 24 languages from 4 locations in Poland. Join our global team and be part of technology transformation. 


Who are we looking for?


  • 3+ years experience in managing teams responsible for ServiceNow maintenance and development
  • Familiarity of other Service Management Tools (such as BMC Remedy, ServiceNow 
  • Experience in planning and executing reskilling and upskilling plan in their team
  • Demonstrate experience in communicating across all levels of an organization, at the most senior level
  • Advanced knowledge of ServiceNow products and its characteristics 
  • Experience in pre-sales process, including Client presentations and detailed solutioning on any platform product (ITx, CSM, HR, IRM, SecOps)

Candidates Profile:

  • Self-driven leader with ability to design and execute a development strategy with proven track of success in team management
  • An experienced business/technology leader with proven thought leadership in technical implementations, development of best practices
  • Able to socialize ideas, make recommendations, and gather team consensus to solve problems and prepare prototypes for proposed solutions
  • Excellent at communicating solutions and strategy to:

           o    Technical and non-technical audiences
           o    Internal Top Level Management  
           o    Client Top level Management 

  • Analytical mind with evaluative and problem-solving abilities, able to define technical solutions aligned with client’s business problems at an architectural and design level of detail
  • Able to effectively undertake challenges and have experience in working in a complex environment. 
  • Able to present solutions and proposals
What will you do?

Chapter Lead role requires good presentation and communication skills as well as well technical capabilities.  You will set the strategic direction for GDC capability managers, manage and execute the training and upskill plan, support pre-sales process and contribute to development plan by determining capability KPIs and reporting progress at local and global level.

Main accountabilities/responsibilities may include:

  • Provide top level business and technology support across Capgemini
  • Provides leadership and participates in implementing new requirements on the Now platform regarding ITSM Processes and ServiceNow 
  • Builds customer relationships by delivering above client expectations on assigned deliverables and accountable for proactively identifying & winning add on work and identifying cross sales leads.
  • Stays current on ServiceNow products and applicable integrated technologies
  • Provide Leadership and strategic guidance by:

           o    Taking accountability for growth in and ServiceNow capabilities by planning recruitment and upskilling in conjunction with current and future product development trends and demands

  • Securing utilization and talent allocation to projects: 

           o    Developing service innovation and improvement projects, including effectiveness assessment and remediation
           o    Taking the lead and/or participate in assessing and qualifying opportunities including developing response strategy, proposal writing, and participating in the review and feedback process
           o    Supervising delivered service quality and to support individual and team billable utilization targets
           o    Being recognized as one of the go to transformational ServiceNow experts in the region and global business units

    • Building and maintaining a competency roadmap for all Service Now related Capabilities including roles of  Architects, Developers, Consultants, SMEs 
    • Ensuring lessons learned are leveraged to improve our Delivery and contribute to cost reductions and greater efficiency
    • Contributing to sales collateral, e.g. by capturing case studies and white papers, and assist the sales team in identifying and pursuing ServiceNow opportunities 
    • Being an active contributor to local and global ServiceNow Community
    • Provide input to ServiceNow solutions as a recognized solution architect
    • Provide input to bids and assist in presenting proposals to potential clients
    • Bring thought leadership and innovative solution ideas to existing clients and bids alike
    • Ownership of and co-ordination for the appropriate P&C solution stream and cost estimation; to meet the client stated service requirements and to ensure an integrated technical solution is built in accordance with service line strategy
    • Monitor solution consistency, risks and mitigations, assumptions and issues;
    • To document the proposed service design within both the solution design document and the external proposal document;
    Who will you be working with?

    Role is located in the Projects and Consulting Eastern Europe organization within the Cloud Infrastructure Services business unit.
    As a Chapter Lead you will participate and actively support both business development and delivery strategy for ServiceNow area. You will be responsible for driving desired business outcomes for clients, local delivery and presales organization through thought leadership. You will work closely with P&C Eastern Europe management and CIS senior stakeholders from the Onshore regions as well as directly with our clients.

    What we offer?


    • Working with great people and in legendary atmosphere
    • No formal dress code
    • Annual family picnics
    • Unforgettable integrational events
    • Employee volunteering opportunities and interesting CSR projects
    • We value and respect diversity in terms of gender, nationality, roles, age, interests
    • Internal celebration initiatives: Children's Day, St. Nicholas Day and many more
    • Supporting employees' hobbies: Business Run, e-sport games, basketball, volleyball


    • Development in expert or leader competencies
    • Broad training offer with possible co-funding
    • Access to MIT Sloan Management Review Polska knowledge base
    • Introduction plan for new employees and Buddy Initiative
    • A wide range of instructor-led and e-learning trainings
    • Co-financing for post-graduate studies and courses
    • Many companies under one roof / internal headhunters
    • Internal development events: conferences, meetings, communities
    • Education First platform for learning English online



    • Bonuses, including those for new employees recommendation
    • Additional life insurance
    • Access to MyAudiobooks – Entertainment and personal growth in audio version
    • Attractive package of extra benefits of your choosing (fitness, gym, cinema, etc.)
    • Disability inclusion, assistive technologies, reasonable accommodations
    • Stay Well helpline to support the emotional and mental aspects of well-being
    • Private medical care for you and your family
    • Bicycle parking and carpooling options
    • Free coffee, water, milk and wide range of teas
    • Anti-smog plants in offices
    • Car leasing



    Posted on:

    September 2, 2020

    Experience level:

    Experienced Professional

    Contract type:

    Stałe zatrudnienie, pełny etat