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Service Operations Deputy Manager TS/SCI Clearance Required

Capgemini Government Solutions

This is a Full-time position in Chantilly, VA posted May 2, 2021.

Capgemini Government Solutions (CGS) LLC is seeking highly a motivated and highly motivated Multi-Sourcing Service Integration (MSI) – SME, who will function as a Service Operations Deputy. This candidate should have 10 or more years of service operations management experience in a multi-supplier environment. The Service Operations Deputy is a multifaceted senior role in the client’s multi-supplier ecosystem supporting the implementation and management of ITSM organization, processes, and policies.

The successful candidate will be responsible for providing thought leadership on the implementation, maintenance, and delivery of MSI and ITSM Service Operations

As an MSI SME you will:

  • Manage multiple groups of process leads, process analysts, and ITSM delivery teams of experienced professionals
  • Understand the customer’s business and the impact of the ecosystem on its ability to succeed
  • Support the organizational change initiatives required to transition the customer’s operations to the commercial-based MSI ecosystem model
  • Manage the transition and design of the MSI organization to an operational state, including any required staffing, processes, and strategic direction
  • Oversee the MSI functions including ecosystem governance, customer engagement, service transition, and performance management
  • Oversee the MSI Service Operations processes including Incident, Problem, Change, Event, Configuration, Knowledge, Request Fulfillment, and Service Catalog.
  • Optimize the overall operation of the ecosystem services, managed service providers, and processes to create and increase value for the customer
  • Engage with the customer at the enterprise architecture level to strategically align the demand for new technical capabilities and the services provided the ecosystem
  • Collaborate with other ecosystem support functions such as Situational Awareness as a Service, Integrated Operations, and the Integrated Service Center to manage the cross-functional processes required for seamless service delivery
  • Support the CSI program through identification and implementation of opportunities to improve service performance

Required Qualifications:

  • Active TS/SCI
  • Bachelor’s degree in Information Technology, Information Systems, Statistics, Business, Management or related field
  • Minimum of 10 years work experience in IT service management
  • ITIL Intermediatecertification or ability to obtain within first six months
  • Experience of performance data analysis of ITILu0026reg; processes
  • Skilled at working collaboratively in a complex environment and driving performance achievement and improvements
  • Data-driven mindset of service excellence and customer satisfaction
  • Successful teamwork experience and demonstrated leadership abilities

Preferred Qualifications:

  • Experience working with Government clients, specifically within the Intelligence Community.
  • Familiarity with IT Service Management toolsets such as ServiceNow or Remedy
  • Project Management Professional (PMP) certification
  • Minimum of 5 years relevant work experience and leadership in MSI commercial environment
  • Leader in MSI practice implementation and operations
  • Led managed IT infrastructure service transitions
  • Experience leading large teams in a matrixed management structure
  • Experience with Organizational Change Management
  • Demonstrated experience producing programmatic deliverables
  • Demonstrated experience with facets of personnel management

Company Overview

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of client’s opportunities in the evolving world of cloud and digital platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 200,000 team members in over 40 countries.Capgemini Government Solutions, LLC (Capgemini GS) is a subsidiary of Capgemini focused on providing high quality services to the U.S. Federal Government. Learn more about us

Capgemini has an entrepreneurial environment that embodies the following values: Honesty, Boldness, Trust, Freedom, Team Spirit, Modesty, and Fun. We offer a competitive benefits package to our employees.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)