About the Company
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, driven by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.
Job Description
We are seeking an experienced ITIL Service Manager to join our dynamic team in St Albans. The successful candidate will be responsible for overseeing the successful delivery of IT services, ensuring that all services meet agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). This role requires a deep understanding of ITIL frameworks and a proven ability to drive continuous service improvement. You will lead and mentor a team, manage key stakeholders, and contribute significantly to the overall efficiency and effectiveness of our IT operations. This is a hybrid role, offering flexibility between office presence and remote work.
Key Responsibilities
- Manage and improve IT service delivery processes in alignment with ITIL best practices (Incident, Problem, Change, Release, Request, Configuration Management).
- Monitor and report on service performance against agreed SLAs and KPIs, identifying areas for improvement.
- Act as a primary point of contact for service-related escalations and manage stakeholder expectations.
- Lead and mentor a team of IT service professionals, fostering a culture of continuous improvement and high performance.
- Ensure effective communication and collaboration between technical teams, business units, and third-party vendors.
- Drive problem management initiatives to identify root causes and implement permanent solutions.
- Oversee the development and maintenance of service documentation, including service catalogs and operational procedures.
- Participate in service design and transition activities for new or changed services.
Required Skills
- ITIL v3 or v4 Foundation Certification (Practitioner/Intermediate preferred)
- Minimum of 4 years experience in an IT Service Management role
- Strong understanding of ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management)
- Excellent communication, interpersonal, and leadership skills
- Proven ability to manage complex service delivery environments and stakeholder relationships
- Solid analytical and problem-solving abilities
- Experience in driving continuous service improvement initiatives
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Experience with Agile methodologies (Scrum, Kanban)
- Additional certifications such as PRINCE2, Lean Six Sigma
- Experience working in a global or large enterprise environment
Perks & Benefits
- Competitive salary and performance bonus
- Comprehensive health and dental insurance
- Generous pension scheme
- 25 days annual leave plus public holidays
- Professional development and training opportunities (including certifications)
- Employee assistance program
- Flexible working options (hybrid model)
- Company discounts and benefits scheme
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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