Service Management Lead

About the job you’re considering We are excited to announce an excellent opportunity to join our team as a Service Management Lead. In this role as a Service Management Lead you will be responsible for overseeing and improving the delivery of IT services within our organisation. Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time. If you are successfully offered this position, you will go through a series of pre-employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service). Your role The role focuses on end-to-end service management delivery, ensuring cost-effective operations, consistent achievement of service levels and high levels of customer satisfaction. It involves establishing and leading governance, overseeing service management globally, and developing and maturing robust processes and procedures to support effective service delivery. The position also emphasises building strong relationships with all stakeholders including customers and third parties, while driving continuous service improvement across business services.

• Accountable for end-to-end service management delivery across onshore and offshore teams, ensuring seamless support and service performance.
• Drive cost-effective service delivery while maintaining high-quality outcomes, capability and customer satisfaction.
• Own service governance, service level attainment and performance management across the service landscape.
• Ensure appropriate skills, capabilities and operating models are in place to support service management disciplines globally.
• Develop, mature and embed service management processes and procedures in line with required maturity models and business needs.
• Build strong relationships with customers, third parties and internal stakeholders, driving continuous service improvement through effective use of ITSM tooling, innovation and a flexible approach to changing requirements. At Capgemini, you can bring your whole self to work. Inclusivity is part of our everyday culture, and we strive to create a representative and welcoming environment for all. You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone. Your skills and experience
• Proven experience leading end-to-end service management functions, delivering high-quality, customer-focused outcomes across complex environments.
• Strong knowledge of ITIL, service governance and service delivery frameworks, with a track record of achieving SLAs, performance targets and customer satisfaction.
• Experience managing onshore and offshore service management teams, developing capability, driving accountability and leading through influence.
• Demonstrated ability to optimise service delivery, balancing cost, quality and operational efficiency while adapting to changing business priorities.
• Skilled in designing, implementing and continuously improving service management processes, with a focus on measurable service improvement and operational maturity.
• Excellent stakeholder management, communication and decision-making skills, with experience building trusted relationships with customers, third parties and senior leadership. We are a Disability Confident Employer Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:
• Declare they have a disability, and
• Meet the minimum essential criteria for the role. Please opt in during the application process. Your security clearance and pre-employment checks If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service) Some roles will also require an additional level of security clearance: Security Check (SC) Clearance : To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance . To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements. Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process. Make it real – what does it mean for you? Flexibility to work your way You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements. Your wellbeing You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy. Shape your path You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more. Shared energy You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way. Why should you consider Capgemini? Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is. About Capgemini Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with