Service Delivery Manager - Application Maintenance Support Lead

About the job you’re considering

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

Your skills and experience

• Application Maintenance (AM) Support
• Major Incident Management (MIM)
• ITIL processes

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• 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

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.

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