Service Catalogue Manager

at  Capgemini

YOUR SKILLS AND EXPERIENCE

• ITIL V4 Foundation certification required, further ITIL certifications are desired.
• Experience in various analytical/reporting techniques supported by understanding of statistics and quality management concepts.
• Proficiency in data analysis.
• Strong understanding of service management principles and practices.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with organisational skills.

YOUR ROLE

• Conduct thorough analyses of service requirements and compare them with Service Level Agreements (SLAs) to compliance.
• Prepare and present regular reports to senior management on service performance, key metrics, and improvement initiatives.
• Build and maintain strong relationships with stakeholders to understand their requirements and gather feedback to enhance the SLA process.
• Proactively identify opportunities for service improvement and recommend and implement process enhancements, tools, or technologies.
• Ensure that all service levels adhere as per best practices.
• Provide expert problem management support for high-profile client issues and ensure root-cause analysis is conducted with corrective actions implemented.