at Capgemini
ConsultanciesPosted 8 days ago
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**Senior Service Delivery Manager** Seeking experienced Senior Technical Support & Service Leader to oversee end-to-end IT Support services and drive continuous improvement. Own and manage end-to-end IT Support services (Incidents, Requests, Problems, Changes) with service excellence and security compliance. Lead Major Incident (P1/P2) management, incident response, and root cause analysis. Drive IT service improvement initiatives based on data and user feedback. Ensure ITIL v4 compliance and collaborate with stakeholders to meet business objectives. Requires Bachelor's in IT/Engineering, 7+ years' experience, strong ITIL v4 knowledge, and excellent communication skills.
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Full Job Description
General Information
Senior Technical Support & Service Leader
We are seeking an experienced Senior Technical Support & Service Leader to oversee end-to-end IT Support services, ensuring operational stability, service excellence, security compliance, and continuous improvement. In this role, you will lead IT service operations, drive digital transformation initiatives, and act as a key liaison between business stakeholders and IT teams.
Key Responsibilities
- Own and manage end-to-end IT Support services, including Incidents, Requests, Problems, and Changes.
- Lead Major Incident (P1/P2) management, including communications, coordination, and root cause analysis.
- Act as Service Owner for IT Support operations across onsite, remote, and hybrid support models.
- Drive continuous service improvement initiatives based on operational performance, risk analysis, and user feedback.
- Provide team leadership through coaching, mentoring, performance management, and capability development.
- Ensure compliance with ITIL practices, security standards, audit requirements, and governance policies.
- Partner with business stakeholders, Global IT, Security, and Compliance teams to support operational objectives.
- Plan and coordinate maintenance activities while minimizing business disruption.
Qualifications
- Bachelors degree in Information Technology, Systems Engineering, or a related field.
- 7+ years of experience in IT Support, IT Operations, Network Support, or IT Service Management within enterprise environments.
- Strong experience leading IT operations and managing critical incidents.
- Solid knowledge of ITIL v4 service management practices.
- Experience with End User Computing environments, including Windows, Microsoft 365, and collaboration platforms.
- Understanding of networking fundamentals, security principles, access management, and infrastructure dependencies.
- Professional English communication skills.
- ITIL v4, Microsoft M365, Security, Endpoint, Agile, or Service Improvement certifications are a plus.
What We're Looking For
- Strong leadership, ownership, and accountability mindset.
- Excellent communication skills with both technical and non-technical stakeholders.
- Customer-focused approach with a commitment to service quality and business impact.
- Analytical problem-solving and decision-making capabilities.
- Ability to balance operational excellence with continuous improvement and innovation initiatives.
Role Overview:
This role acts as a Senior IT Service Leader responsible for end-to-end ownership of IT Support services, ensuring operational stability, excellent user experience, security alignment, and continuous service improvement. The role positions IT Support as a business enabler supporting digital transformation, resiliency, and scalable operations.
General Responsibilities / Accountabilities:
- Own endtoend IT Support services (Incidents, Requests, Problems, Changes) ensuring SLA, OLA, and business adherence.
- Lead Major Incident (P1/P2) management, including coordination, communication, decisionmaking, and Root Cause Analysis (RCA).
- Act as Service Owner for the IT Support operating model (onsite, remote, WFH, oncall), ensuring effectiveness and scalability.
- Drive continuous service improvement initiatives based on operational data, risk trends, and user experience feedback.
- Provide formal people leadership, including task prioritization, performance feedback, mentoring, and capability development.
- Ensure compliance with ITIL v4 practices, security requirements, audit controls, and internal governance.
- Serve as primary operational interface with Business stakeholders, Global IT, Security, and Compliance teams.
- Plan and coordinate maintenance activities and ensure controlled execution with minimum business impact.
Qualifications (Education / Experience / Certification)
Technical:
- Bachelors degree in information technology, Systems Engineering, or related field (mandatory).
- 710 years of experience in IT Desktop support, IT network support or IT Service Management in enterprise environments.
- Proven experience leading IT operations and acting as escalation point during incidents.
- Strong practical knowledge of ITIL v4 service management practices.
- Solid exposure to EndUser Computing environments (Windows, M365, collaboration platforms).
- Operational understanding of TCP/IP networking, security fundamentals, access management, and infrastructure dependencies as per client solutions.
- English proficiency at conversational level and technical levels.
Certifications:
- ITIL v4 Certification (desirable).
- Microsoft M365 / Endpoint / Security fundamentals (preferred).
- Agile or Service Improvement certifications (desirable).
Personal:
- Clear and effective communication with technical and nontechnical stakeholders.
- Strong sense of ownership, accountability, and structured decisionmaking under pressure.
- Customercentric mindset with focus on service quality and business impact.
- Analytical and proactive problemsolving approach.
- Ability to balance daytoday operations with continuous service improvement initiatives.
