ESM Tower Lead (with German)

Capgemini is a global business transformation partner focused on AI and technology. They have over 410,000 team members in more than 50 countries and reported 2025 revenues of 22.5 billion. The company provides end-to-end capabilities in strategy, technology, engineering, and intelligent operations, with expertise in AI, cloud, and data to deliver measurable business outcomes.

• At least 5 years of experience in IT Service Management or Service Integration solution design, transition, or operations, focusing on presales and solution management.
• At least 3 years hands-on experience with ServiceNow, including business analysis, configuration, or administration of ITSM and Enterprise Service Management solutions.
• Strong understanding of key ESM processes such as Service Request Management, Service Catalog, Service Asset & Configuration Management, and Organizational Change Management.
• Experience designing or implementing ServiceNow-based business workflows including HR, Shared Services, Security, or other non-core ServiceNow capabilities.
• Proven experience supporting complex pursuits through the full presales lifecycle including requirements analysis, solution scoping, RFI/RFP/RFQ responses, and client presentations.
• Commercial acumen to perform cost estimations, build cost models, assess risks, and develop Statements of Work and business cases.
• Ability to engage, influence, and present solution strategies to senior stakeholders including executive and CxO-level audiences.
• Experience leading or coordinating solution development within multidisciplinary bid teams, providing guidance and direction to SMEs and stakeholders.
• Fluent English and German communication skills, with the ability to translate technical capabilities into business value.

• Lead the end-to-end development of Enterprise Service Management solutions across transition, run, and transformation phases.
• Own the ESM Tower contribution throughout the presales lifecycle, including requirements analysis, solution scoping, RFI/RFP responses, and client presentations.
• Collaborate with bid managers, solution architects, SMEs, and other tower leads to define integrated and competitive client solutions.
• Develop solution cost models, including effort estimations, licensing, third-party services, and supporting assumptions.
• Support preparation of commercial and contractual deliverables, including Statements of Work, Service Level Agreements, and solution documentation.
• Engage with clients, senior stakeholders, and partners to present, defend, and refine proposed solutions and value propositions.
• Drive alignment across delivery teams, suppliers, and stakeholders to ensure clear responsibilities, assumptions, dependencies, risks, and opportunities.
• Leverage market trends, competitive intelligence, and industry best practices to identify transformation opportunities and enhance the competitiveness of the ESM portfolio.