Service Delivery Lead

6 days ago

Bengaluru, Karnataka, India Capgemini Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world. 

Your Role
  • Lead and manage Major Incident, Problem, and Change Management processes to ensure minimal business impact and high service quality.
  • Act as the primary point of contact during major incidents, coordinating resolution efforts and stakeholder communication.
  • Conduct root cause analysis for recurring issues and maintain the Known Error Database (KEDB).
  • Drive CAB/ECAB meetings and ensure compliance with Change Management processes.
  • Oversee service level management (SLM) and ensure adherence to ITIL standards.
  • Collaborate with cross-functional teams for process consulting, stakeholder management, and continuous service improvement.
  • Support process audits, compliance checks, and escalation management.
Your Profile
  • 4-6 years of experience in IT Service Management with hands-on expertise in Incident, Problem, and Change Management.
  • Strong understanding of ITIL framework (ITIL v4 preferred).
  • Experience with Microsoft Identity Manager (MIM) and identity lifecycle operations.
  • Proficiency in service management tools like ServiceNow, BMC Remedy, etc.
  • Excellent communication, stakeholder management, and people management skills.
  • Experience in process consulting and release management.
  • Open to working in 24x7 shifts.
  • JLPT N3 certification preferred for Japanese linguistic skills.
What You Will Love Working Capgemini
  • Opportunity to lead critical ITSM processes in a dynamic enterprise environment.
  • Exposure to global stakeholders and high-impact service delivery.
  • Continuous learning and certification support in ITIL and service management tools.
  • Collaborative culture focused on innovation and operational excellence.

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. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

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