IT Service Management Lead

5 days ago

Telford, Telford and Wrekin, United Kingdom Capgemini Full time

About the Role

This is an exciting opportunity to join our team as a Service Delivery Manager, where you will play a crucial role in supporting large-scale client transformation across a wide range of technologies. As a key member of our Capgemini team, you will work closely with our clients to deliver exceptional service and support.

Key Responsibilities

  • Manage customer relationships, including preparation for business events, forecasting, and improvement initiatives.
  • Ensure that team financial forecasts are managed in a regular and timely manner and that actuals are accurately and promptly reported as part of the M-Review cycle with support of PMO.
  • Support the Incident Management processes and manage the communication response ensuring the required information is available to both management, technicians, and the business.
  • Support the Major Incident processes and manage the communication response ensuring the required information is available when required by both management and technicians.
  • Reporting of uptime and availability of the live operational services/infrastructure including the management of Service Level Measures and associated commercial discussions.

Requirements

  • Qualified ITIL Expert/Master, Service Management, and Introduction on high performance/high availability systems.
  • Cloud experience desirable.
  • Excellent communicator and stakeholder management.
  • Lead in alerting, reporting, and monitoring of live service.
  • Report against SLA and KPI's, produce management information with detailed analysis.
  • Proactively engage with and lead major incident management when required.
  • Lead and assist with continuous service delivery improvement initiatives.
  • Confident working in an Agile environment.

Security Clearance

To be successfully appointed to this role, it is a requirement to be eligible for Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years and have permanent residency in the UK.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs.

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