About Capgemini

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. The Group reported 2024 global revenues of 22.1 billion.

About The Project

This is a government digital services platform focused on customer service and integration with multiple backend systems. The role involves strict compliance with national IT governance standards, security protocols, and service-level agreements (SLA) for production support.

We are looking for a proactive and customer-focused individual to take on a hybrid role combining Service Delivery Management and Technical Support. The ideal candidate will ensure high-quality service delivery to our clients while also providing first-line support for technical issues. This role is ideal for someone who understands both operational service management and hands-on customer support.

Key Responsibilities

Service Delivery Management

Serve as the primary point of contact for clients regarding service performance, SLAs, and ongoing operations.
Manage end-to-end service delivery, ensuring quality, consistency, and customer satisfaction.
Monitor and report on SLA adherence, service metrics, and incident trends.
Coordinate with internal teams (L2/L3, engineering, operations) to ensure timely issue resolution.
Lead regular service review meetings with customers.
Maintain documentation, runbooks, and service processes.
Identify areas for service improvement and drive process enhancements.
Manage customer expectations and ensure continuous service alignment with business needs.

Technical Support

Provide first-line support through phone, email, or ticketing system.
Log, categorize, and triage incoming incidents and service requests.
Perform initial troubleshooting and resolve basic technical issues.
Escalate unresolved issues to L3 teams with proper documentation.
Follow standard operating procedures and troubleshooting scripts.
Track and update tickets throughout their lifecycle.
Ensure excellent communication with end-users regarding status and resolution.
Contribute to knowledge base articles and user guides.

Required Skills And Qualifications

3+ years of experience in Service Delivery, IT Support, Helpdesk, or related roles.
2+ completed commercial projects
Familiarity with ITSM tools (e.g., Jira Service Management, ServiceNow, Zendesk).
Understanding of ITIL practices (Incident, Request, Problem, Change Management).
Strong customer communication and stakeholder management skills.
Basic technical troubleshooting skills in areas such as:
Windows/Mac OS
Networking fundamentals
User account/access issues
SaaS applications
Ability to prioritize and manage multiple tasks in a dynamic environment.
Strong documentation and reporting skills.

Nice-to-Have

ITIL Foundation certification.
Experience working with SLAs, KPIs, and service dashboards.
Basic understanding of cloud environments (Azure).
Experience in a managed services or customer-support-heavy environment.

Key Attributes

Customer-centric mindset
Organized and detail-oriented
Problem-solver with a positive attitude
Able to work independently and collaboratively
Strong sense of ownership and accountability

Let's talk about what's in it for you!

Passionate people are Capgemini's Ace of Spades - join us to discover a career that will challenge, support and inspire you. Working at Capgemini you'll find the rewards are more than just financial. You will work alongside some very smart and inspiring people on exciting projects and you will also enjoy incredible benefits. We offer flexible work practices and 40 hours of self-development every year with a huge selection of learning opportunities to choose from.

As Architects of Positive Futures, Capgemini actively supports the community in 3 ways:

Diversity and Inclusion - we believe diversity of thought fuels excellence and innovation, which is why we positively encourage applications from suitably qualified candidates regardless of their gender identity, ethnicity, sexual orientation, religion, ability, intersex status or age. To support our commitment to diversity and inclusion, we celebrate special events and days of significance that are important to our employees such as Diwali, Bastille Day, Pride, IDAHOBIT, IWD and International Day of People with Disabilities. Our Employee Resource Groups Women@Capgemini and OutFront support the grassroots passion of employees to drive our diversity agenda and effect change.

Digital inclusion - at Capgemini we are using our skills to drive social impact initiatives focusing on helping society address the impact of the digital and automation revolution. We also provide employees with opportunities to give back to the community through charity projects and volunteer days.

Environmental Sustainability - Capgemini joined the CDP's (Carbon Disclosure Project) prestigious A list for its commitment to the Net-Zero economy. We are focusing on helping our clients transform towards more sustainable business models and committing to reduce our own carbon emissions (GHG) by 20% per employee by 2020.

Recognised by Ethisphere as one of the World's Most Ethical Companies for the last 8 years in a row, ethics and values are at the heart of Capgemini's corporate culture and business. Embedded in our DNA, our seven values - Honesty, Boldness, Trust, Team Spirit, Freedom, Fun and Modesty - have remained the same since company inception in 1967. To see how we bring these values to life, click here to listen to some of our employee's stories.

Come join us, bring your whole self to work, create new possibilities for you, your customers and your community and help us to be Architects of Positive Futures.

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