Tower Lead

Responsibilities:

• Ensure that all Service Management services are delivered according to SLA, contractual obligation and Capgemini global standards;
• Proactive management of day-to-day operations related with Service Management delivery;
• Insurance of consistency in delivery of Service Management practices in a line with the account strategy and budget;
• Develop and maintain Service Improvement Program for Service Management strongly focused on automation, cost effectiveness and client satisfaction;
• Acceptance of any new services to RUN from transitions, transformations and project activities;
• Management of relation with suppliers contributing in delivery of Service Management practices;
• Promotion new services propositions to improve or extend the services to the client;
• Ensure valid information is provided as part of operational reporting to the client and to the account;
• Maintain risks and issues and follow-up actions aimed to mitigate impact to operations;
• Support and coordinate activities related with internal and external audits of Service Management including follow up on identified corrective actions;
• Resolve operational issues and escalation arising from the client and the account disputes;
• Provides service management expertise including training, mentoring & staff augmentation.

Qualifications:

• ITIL certified;
• Engagement Management certified;
• Strong verbal and writing skills in order to effectively communicate information to clients and internal team members;
• Operational management/service delivery experience (customer and/or outsourcing environment);
• Experience of a number of service management tools such as BMC’s IT Service Management (ITSM);
• Experience of designing, developing and 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;
• Experience of working to budgets/forecasting;
• Be able to perform contractual analysis, management and change according to ITIL and Capgemini standards;
• Regulatory Compliance awareness including ISSarbanes Oxley (SOX) and Payment Card Industry (PCI) compliance (desirable);
• Prince 2 certified (desirable);