Service Management Consultant

Capgemini is an AI-powered global business and technology transformation partner with nearly 60 years of heritage, employing over 420,000 team members in more than 50 countries. The company delivers end-to-end services and solutions across strategy, technology, design, engineering, and business operations, reporting 2025 global revenues of €22.5 billion.

• Experienced IT professional with solid background in Service Management: Incident, Change, Request, and Problem Management
• Strong understanding of ITIL processes, particularly Incident, Problem, Change, and Request Management, with ability to actively contribute across all
• Proven ability to coordinate major incidents (P1/MIM), drive resolution, and ensure timely delivery of RCA/REX reports 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 preparation
• Strong analytical mindset focused 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) in a dynamic environment, with high sense of ownership and accountability
• Fluent in English and French
• Highly organized, proactive, able to manage multiple topics simultaneously while maintaining quality and attention to detail
• Flexibility and openness
• Able to work in a team, including efficient communication between shifts (7h00-15h00, 12h00-20h00)

• 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 ensure all planned changes are assigned to L3 teams (about 10 changes per week), seek improvements in change implementation process (e.g., delegation from L3 to L1/L2)
• Daily communication with the Customer to address ongoing incident-related topics
• Contribute to SLA improvements
• Participate in regular meetings: COPROD, weekly with L3 teams, INFRA daily, PB management and others

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. Individuals are evaluated based on qualifications and performance, not personal characteristics.