Service Delivery Manager - Application Maintenance Support Lead

Capgemini • Chicago, IL

1d • Hybrid

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

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

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