About the Company
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 every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 350,000 team members in more than 50 countries.
Job Description
We are seeking a highly skilled and experienced ITIL Service Manager to join our dynamic team in Leicester. The successful candidate will be responsible for overseeing the delivery and improvement of IT services, ensuring they meet the needs of our clients and align with ITIL best practices. This role involves managing service performance, maintaining customer satisfaction, and driving continuous service improvement initiatives.
Key Responsibilities
- Manage and optimize IT service delivery processes in alignment with ITIL framework.
- Ensure all IT services meet agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
- Drive continuous service improvement initiatives across all IT service functions.
- Act as a primary point of contact for service-related escalations and client communication.
- Oversee incident, problem, change, and request management processes.
- Prepare and present service performance reports to stakeholders.
- Mentor and guide service desk and operational teams.
Required Skills
- Proven experience as an ITIL Service Manager or similar role.
- Strong understanding and practical application of ITIL V3/V4 framework.
- Excellent communication, negotiation, and interpersonal skills.
- Ability to manage complex service environments and stakeholder expectations.
- Proficiency with IT Service Management (ITSM) tools.
- Strong analytical and problem-solving abilities.
Preferred Qualifications
- ITIL Expert or ITIL Master certification.
- Experience with cloud service management (e.g., AWS, Azure, GCP).
- Project management certification (e.g., PRINCE2, PMP).
- Bachelor's degree in Information Technology, Computer Science, or related field.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous paid time off and flexible working arrangements.
- Comprehensive health, dental, and vision insurance.
- Company-sponsored training and professional development opportunities.
- Pension scheme with employer contributions.
- Employee assistance program.
- Modern office environment with collaborative workspaces.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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