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Service Management Global (SMG) Lead

Fresher   Pune, BangaloreBangalore, Mumbai City   31 Jul, 2025
CAPGEMINI TECHNOLOGY SERVICES INDIA LIMITED
Job LocationPune, BangaloreBangalore, Mumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaProcess Control
EmploymentTypeFull-time

Job Description

    Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way youd like, where youll be supported and inspired bya collaborative community of colleagues around the world, and where youll be able to reimagine whats possible. Join us and help the worlds leading organizationsunlock the value of technology and build a more sustainable, more inclusive world.Job Summary:We are seeking a dynamic and experienced Service Management Global (SMG) Lead to oversee and enhance IT service management processes across global operations. The ideal candidate will have a strong background in ITIL-based service delivery, stakeholder engagement, and continuous service improvement.Key Responsibilities:
    • Lead and optimize ITSM processes including Incident, Problem, Change, and Major Incident Management (MIM).
    • Drive Continuous Service Improvement (CSI) initiatives to enhance service quality and reduce SLA breaches.
    • Facilitate Change Advisory Board (CAB) meetings and ensure risk mitigation and compliance.
    • Conduct root cause analysis (RCA) and implement preventive measures for recurring issues.
    • Monitor and report on SLA/OLA performance, ensuring adherence and accountability.
    • Act as the primary escalation point for critical incidents and client communications.
    • Build and maintain strong relationships with internal teams and external stakeholders.
    • Lead and mentor a team of service management professionals, fostering a culture of excellence.
    • Analyze service data to identify trends, generate reports, and present insights to leadership.
    • Ensure compliance with ITIL standards and regulatory requirements through regular audits.
    Required Skills & Qualifications:
    • 10 years of experience in IT Service Management roles.
    • Strong knowledge of ITIL framework (ITIL v4 Foundation or higher preferred).
    • Hands-on experience with ITSM tools such as ServiceNow, Remedy, or HPSM.
    • Proven track record in managing major incidents, change processes, and service reporting.
    • Excellent communication, stakeholder management, and leadership skills.
    • Experience with Agile and Six Sigma methodologies is a plus.
    • Ability to lead cross-functional teams and drive strategic initiatives.
    Preferred Certifications:
    • ITIL v4 Foundation (mandatory)
    • ITIL Intermediate (Service Transition/Operation)
    • Agile/Six Sigma (preferred)
    Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Keyskills :
incident managementsla managementitsmmajor incident managementproblem management

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