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Form of workFor more about why Capgemini https://www.capgemini.com/au-en/careers/why-join-capgemini/
Let’s talk about the role and responsibilities
- Understand and use the process, procedures, work instructions, policies, required documentation and tools as designed,
- Coordinate and manage the progression of service management workload for MIM, Problem, SACM, Release and Transition including monitoring, tracking and escalating those which have the potential to exceeded service levels,
- Develop, agree and conduct quality audits, reviews and follow up and report compliance results.
- Produce usage and performance data for processes and reporting on performance against process targets.
- Develop and deliver training to ensure the support teams are aware of their obligations and defined deliverables.
- Report and devise programs to measure, maintain and improve compliance to defined deliverables.
Let's talk about the team
Our Cloud Infrastructure Services & Modern Work (CIS &MW) practice brings together the right technology, processes and culture to deliver business agility and cost reduction to our clients. We provide cloud focused client advisory and delivery services on areas such as hybrid cloud, workplace services, security, service desk and cloud service management/delivery.
Capgemini has proven experience in building cloud strategies that have enabled our clients to adopt a cloud-first approach to achieving their business objectives. Our Cloud Infrastructure Services enable enterprises to overcome the barriers to cloud adoption and manage the real business risks.
Let’s talk about your capability and experience
- Prior experience in a process coordination/service management role or similar
- Demonstrable experience in providing a consistent, collaborative, and pragmatic approach towards service management and coordinating processes,
- Strong stakeholder management, with the ability to work collaboratively within the wider service team, across multiple technical groups, stakeholders and processes to achieve the outcomes.
- The ability to work positively and cooperatively with others as well as autonomously,
- Presentations skills: able to articulate technical and business value/outcomes to varying audiences.
- Strong written and verbal communication skills and confidence in a client facing role. Ability to build relationships and trust, conduct formal meetings and provide concise reporting.
- Sound understanding of the ITIL framework with practical experience of operating ITIL aligned process.
- Ability to provide training and guidance to resolution teams.
- Extensive ITSM experience with demonstrated experience managing the development and successful implementation and operation of ITIL management processes within large and complex IT environments.
- A strong service management attitude, with commitment to quality standards and continuous improvement
- ITIL v3 or v4 certified.
- 3+ years’ experience in Service Management, with a minimum of 12 months experience in a similar role.
- Experience of operating Service Management with the ServiceNow platform.
At Capgemini, we are more than just a business, we are a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people and our communities get the future they want.
Our people are the key to making this vision a reality, which is why we have been recognised by the Australian Workplace Equality Index as LGTBQ+ ‘Employer of the Year’ and ‘Inclusion of Trans and Gender Diverse Employees’ for the past two years. We believe in creating a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work, contributing to our inclusive culture and truly belong, and our staff-led community groups are a testament to this commitment. We are committed to being active allies for everyone.
We believe by combining the power of the latest technology with our human energy, we can drive sustainable thinking into our operations and the work we do with clients. Its why we are committing to being carbon neutral for our own operations no later than 2025 and across our supply chain by 2030, and committed to becoming a net zero business by 2040.
Empower yourself with the knowledge and skills you need to succeed with our access to premier learning platforms, sought-after certifications and boundless development opportunities. You’ll be encouraged to gain at least 40 hours of training each year.
For over 50 years our values and ethics have been at heart of our identity. From our approach to ethics to the way we interact with one another, honesty, boldness, trust, freedom, team spirit, modesty, and fun guide and inspire all we do and have led to us being recognised as one of the World’s Most Ethical Companies by the Ethisphere Institute 10 years in a row.
Our Commitment to Diversity & Inclusion
Don’t meet every single requirement for this role? Studies have shown women and people from diverse minority backgrounds are less likely to apply to jobs unless they meet every single requirement. At Capgemini, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply and tell us what you can bring to the role.
We understand for some people, a standard hiring processes can come with challenges. If you are living with a disability, are gender diverse or neurodivergent and we can provide support with access requirements or by making an adjustment to our hiring process, please contact us at ***************@capgemini.com
Information Security and Compliance
Capgemini Australia has developed and manages, process orientated Management Systems compliant to the requirements of ISO9001, ISO27001 and ISO14001. We are committed to delivering secure solutions and services through state-of-the-art processes and continual improvement frameworks in line with industry best practices as well as contractual, statutory, and regulatory requirements.
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