Capgemini ITSM Governance Lead - Atlanta, GA in Atlanta, Georgia

About Capgemini

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 200,000 team members in over 40 countries. The Group reported 2017 global revenues of EUR 12.8 billion (about $14.4 billion USD at 2017 average rate).

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Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

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Location: Atlanta. Our offices are located downtown Atlanta and must be willing to go into the office daily.

The purpose of the Governance program is to ensure that any risks, issues, and items which are unable to be resolved at lower governance levels are escalated to a forum in which decisions can be made to resume progress. In addition, the Governance program audits programs to ensure proper service is being delivered to the Client’s satisfaction. The Governance Lead is responsible to for managing the Governance process for an ITIL Service Management account which includes an outsourcing module providing consultative services as well as design through implementation. They are responsible for designing, developing and implementing deliverables, conducting research and performing analysis. The Governance Lead conducts Service Management process audits of various internal operations and functions, performs risk assessments of said processes through examination of processes and procedures, developing audit findings with recommendations for improvements and corrective actions. They will be responsible for aspects of the overall delivery undertaking both internal and client facing consultancy work including Information Technology (IT) service and governance reviews, trend analysis, health checks and Service Improvement Plans (SIP’s). Assists with benchmarking and compliance reviews. Also assists with service audits as part of the sales bid of new services as well as the transition to run 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. 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 lead. This position has high visibility with various levels of executive leadership.


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; Root cause analysis skills; Facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members and executive leadership; 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); 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;

Job: Developer

Organization: CIS US MS

Title: ITSM Governance Lead - Atlanta, GA

Location: GA-Atlanta

Requisition ID: 040911