Capgemini
Overview
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Responsibilities
Run day-to-day operations of the IT service desk and call center teams.
Ensure timely resolution of end-user issues and service requests.
Maintain and improve service levels in alignment with SLAs and meaningful metrics.
Use ServiceNow for incident, problem, and organisational change.
Build and maintain positive relationships with clients and team members.
Drive improvement initiatives to improve service quality and efficiency.
Develop and implement strategic plans for service delivery and support.
Supervise performance metrics and prepare reports for management.
Ensure compliance with ITIL standard methodologies and organizational policies.
Coordinate with multi-functional teams to resolve technical issues.
Qualifications
Demonstrable track record in IT service delivery or IT operations management.
Solid understanding of ITIL framework (certification preferred).
Hands-on experience with ServiceNow or similar ITSM tools.
Excellent multitasking and organizational skills.
Good attention to detail and problem-solving abilities.
Effective client management and interpersonal skills.
Ability to think strategically and align IT services with business goals.
Experience in running service desk or support teams.
Preferred Qualifications
Bachelor's degree or equivalent experience in Computer Science, Information Technology, or a related field.
ITIL v3/v4 Foundation or higher certification.
Experience in a managed services or enterprise IT environment.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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Responsibilities
Run day-to-day operations of the IT service desk and call center teams.
Ensure timely resolution of end-user issues and service requests.
Maintain and improve service levels in alignment with SLAs and meaningful metrics.
Use ServiceNow for incident, problem, and organisational change.
Build and maintain positive relationships with clients and team members.
Drive improvement initiatives to improve service quality and efficiency.
Develop and implement strategic plans for service delivery and support.
Supervise performance metrics and prepare reports for management.
Ensure compliance with ITIL standard methodologies and organizational policies.
Coordinate with multi-functional teams to resolve technical issues.
Qualifications
Demonstrable track record in IT service delivery or IT operations management.
Solid understanding of ITIL framework (certification preferred).
Hands-on experience with ServiceNow or similar ITSM tools.
Excellent multitasking and organizational skills.
Good attention to detail and problem-solving abilities.
Effective client management and interpersonal skills.
Ability to think strategically and align IT services with business goals.
Experience in running service desk or support teams.
Preferred Qualifications
Bachelor's degree or equivalent experience in Computer Science, Information Technology, or a related field.
ITIL v3/v4 Foundation or higher certification.
Experience in a managed services or enterprise IT environment.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at Capgemini by 2x
Get notified about new Service Project Manager jobs in
Dallas, TX .
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr