Service Management Consultant

Title: Service Management Consultant

Location: Wroclaw, Wrocław, Bydgoszcz, Gdańsk, Gdansk, Katowice, Kraków, Lublin, Opole, Poznan, Poznań, Warszawa

Permanent

Experienced Professionals

Cloud Infrastructure Management

ID 481000-en_GB

Job Description:

Your Role

You will have a dedicated role for French Customer in health care domain for whom we ensure an infrastructure and telco support in a shared model.

On daily basis you will be closely cooperating with Operations Lead, Tech Lead, Quality Manager and another IM as well as about 70-80 people from shared infrastructure teams such as Win, Linux, Network, Virtu, DB, Storage, Backup, Monitoring and others.

Your Tasks

• Prepare daily email communication and host daily morning check meeting with the Customer
• Contribute in weekly CORPOD preparation
• Actively participate in MIM management during business hours 08h00-20h00
• Ensure REX (RCA) reports after P1 incidents are delivered, validated and action plan implemented
• Contribute in problem identification and processing (prepare recurrent alerts report, host the meeting with the Client, manage improvement actions implementations)
• Participate in CAB and make sure all planned changes are assigned to L3 teams (about 10 changes per week) seek for improvements when it comes to changes implementation process (ex. Delegation from L3 to L1/L2)
• Daily communication with the Customer to tackle ongoing topic related with incidents (questions about an ongoing incident status etc.)
• Contribute to SLA improvements
• Participate in regular meetings : COPROD, weekly with L3 teams, INFRA daily, PB management and others 

Your Profile

• Experienced IT professional with solid background in Service Management : Incident / Change / Request / Problem Management 
• Strong understanding of ITIL processes, particularly Incident, Problem, Change, and Request Management, with the ability to actively contribute across all of them
• Proven ability to coordinate major incidents (P1/MIM), drive resolution, and ensure timely delivery of RCA/REX reports together with actionable improvement plans
• Excellent communication and stakeholder management skills, comfortable in daily interaction with Customers, including leading meetings and providing clear status updates
• Experience working in cross-functional teams (L1/L2/L3) across technologies such as Windows, Linux, Network, Virtualization, Databases, Storage, Backup, and Monitoring
• Ability to facilitate meetings with Customer (e.g., COPROD, CAB, problem management sessions) including reporting preparaiton
• Strong analytical mindset with focus on continuous improvement, including SLA optimization, recurring issue identification, and process enhancements
• Comfortable working between 7h00 and 20h00 (no on call, weekend or night shifts) and dynamic environment, with high sense of ownership and accountability
• Fluent in English and French
• Highly organized, proactive, and able to manage multiple topics simultaneously while maintaining quality and attention to detail
• Flexibility and openess
• Able to work in a team, including efficient communication between shifts (7h00-1500, 12h00-20h00)

What You'll love about working here

• Well-being culture: medical care with Medicover, private life insurance, and Sports card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast 'Let's talk about wellbeing' which you can listen to on Spotify.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.