Service Delivery Manager - Application Maintenance Support Lead
About The Position
Capgemini is hiring Application Maintenance Support Lead at Senior manager level for onsite hybrid position at Chicago, IL . Ideal candidate should be local or willing to relocate. Your role Lead the Application Maintenance (AM) Support function for client’s US Market. Oversee core ITIL processes including incident management and problem management. Ensure 24/7 support availability for Major Incident Management (MIM) and urgent management requests or escalations Partner with client’s Technology Support Senior Director, Directors, and Capgemini Engagement Managers to strategize delivery. Collaborate closely with the Offshore Support Leader to align on strategic direction and day-to-day operations. Represent support functions in Quarterly Business Reviews (QBRs), showcasing wins, scope changes, and strategic goals. Define and refine support processes and protocols to ensure clarity and alignment across all stakeholders. Drive continuous improvement initiatives across support operations Spearhead initiatives under the Proactive Support Team. Coordinate development ideas and identify enhancement opportunities to improve service delivery. Manage coordination across multiple towers including deployment, restaurant technology, and solution readiness Lead escalation handling and critical care actions to ensure timely resolution
Requirements
- Application Maintenance (AM) Support
- Major Incident Management (MIM)
- ITIL processes
Responsibilities
- Lead the Application Maintenance (AM) Support function for client’s US Market.
- Oversee core ITIL processes including incident management and problem management.
- Ensure 24/7 support availability for Major Incident Management (MIM) and urgent management requests or escalations
- Partner with client’s Technology Support Senior Director, Directors, and Capgemini Engagement Managers to strategize delivery.
- Collaborate closely with the Offshore Support Leader to align on strategic direction and day-to-day operations.
- Represent support functions in Quarterly Business Reviews (QBRs), showcasing wins, scope changes, and strategic goals.
- Define and refine support processes and protocols to ensure clarity and alignment across all stakeholders.
- Drive continuous improvement initiatives across support operations
- Spearhead initiatives under the Proactive Support Team.
- Coordinate development ideas and identify enhancement opportunities to improve service delivery.
- Manage coordination across multiple towers including deployment, restaurant technology, and solution readiness
- Lead escalation handling and critical care actions to ensure timely resolution
Benefits
- Flexible work
- Healthcare including dental, vision, mental health, and well-being programs
- Financial well-being programs such as 401(k) and Employee Share Ownership Plan
- Paid time off and paid holidays
- Paid parental leave
- Family building benefits like adoption assistance, surrogacy, and cryopreservation
- Social well-being benefits like subsidized back-up child/elder care and tutoring
- Mentoring, coaching and learning programs
- Employee Resource Groups
- Disaster Relief
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
