ESM Tower Lead (with German)

Capgemini is a global business transformation partner helping organizations imagine and build an intelligent, sustainable future by combining AI, technology, and human ingenuity. With nearly 60 years of expertise, over 410,000 employees in more than 50 countries, and €22.5 billion revenues in 2025, Capgemini provides end-to-end capabilities in strategy, technology, engineering, and intelligent operations.

• At least 5 years of experience in IT Service Management or Service Integration solution design, transition, or operations, with strong presales and solution management focus.
• At least 3 years of 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 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 in multidisciplinary bid teams, providing guidance and direction to SMEs and stakeholders.
• Fluent communication skills in English and German.

• Lead the end-to-end development of Enterprise Service Management solutions across transition, run, and transformation phases for complex client engagements.
• 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 the 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.