Capgemini ITIL/ ITSM Process Lead -Atlanta, GA in Atlanta, Georgia

Who we are?

With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017. A global leader in consulting, technology and outsourcing services, the Group reported 2016 global revenues of EUR 12.5 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.

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Within Capgemini, the Cloud Infrastructure Services business provides leading solutions to large global customers through an integrated global sales and delivery model. We are a global team of committed professionals who advise, transform and run client IT services. We help organizations meet their business goals by transforming and managing their IT infrastructure landscape – leveraging innovations notably in automation and the cloud.

Applicants for employment in the US must have valid work authorization that does not now require sponsorship of a visa for employment authorization in the US by Capgemini

ITSM /ITIL Service Management Lead

Location: Atlanta, GA our office is located Downtown Atlanta. Will need to commute to the office daily.

Travel: Less than 10%

We are looking for a Service Management lead who is process oriented. Will build/transfer ITIL processes including demand, service portfolio, service catalog and service fulfilment. ITIL and Lean, Six Sigma and/or Agile/Scrum expert desired.

The focus of your role within Capgemini, what you do:

A Senior Service Management Consultant can be a member of a team, leading the team, assisting the lead or working independently. They lead or work independently designing, developing and implementing deliverables, conducting research and performing analysis. The Service Management Consultant focuses on all of the ITIL service management lifecycle stages and a number of its processes within an outsourcing bid, consulting assignment or an implementation. They will be responsible for aspects of the overall delivery. Undertakes both internal and client facing consultancy work including Information Technology (IT) service and governance reviews, trend analysis, health checks and Service Improvement Programmes (SIP’s). Assists with benchmarking, Total Cost of Ownership (TCO) and compliance reviews. Also assists with service audits as part of the bid and transition process. Acts as a key contributor in a more complex or critical customer environment. This may be as a stand-alone project, during a bid or as part of an IT outsourcing transition or transformation. Assistance with ITIL service strategy advice and service design solutions to address service issues to both prospects and customers. Oversees specific work or process streams including ensuring ITIL aligned processes, procedures and work instructions are produced to required standard and are trained upon. Assists with ensuring that any related service integration for services by multiple service towers and providers has been completed. Understands the design and costing of service models. Supports and delivers to the standard transition project model. Provides service management expertise including training, mentoring & staff augmentation. Builds customer relationships by delivering above client expectations on assigned deliverables, proactively identifying add on work and assisting in identifying cross sales leads.

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What you bring:


5 or more years of service management;

ITIL v3 Certified (foundation as a minimum, manager or expert level desirable);

Strong verbal and writing skills in order to effectively communicate information to clients and internal team members;

Awareness of a number of service management tools such as BMC’s IT Service Management (ITSM, Remedy);

Time management skills to meet agreed targets; Experience of designing, developing and/or implementing ITIL aligned processes;

Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details;

Facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members;

Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members;


Specialty in ITIL Service Strategy and/or Service Design;

Prince 2 certified (desirable);

ITIL Process design experience

ITSM knowledge

ITIL certification or training

Six Sigma and/or Agile/Scrum

Experience of cost management for specific projects or work areas;

Operational management/service delivery experience (customer and/or outsourcing environment); Experience of working to budgets/forecasting;

What we offer:

Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums.

We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.

Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini and in our partnerships.

Capgemini America Inc. and its U.S. affiliates are EEO/AA employers. Capgemini conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, gender identity/expression, disability, citizenship status, genetics, or status as a Vietnam-era, special disabled and other covered veteran status. Capgemini is a Drug-Free Workplace employer.

Capgemini is committed to building a workforce of employees with diverse backgrounds and work experiences. We strongly encourage veterans and active military service personnel to apply.


Job: Infrastructure

Organization: CIS US MS

Title: ITIL/ ITSM Process Lead -Atlanta, GA

Location: GA-Atlanta

Requisition ID: 041331