{"id":3728006,"url":"https://alion.io/job/capgemini-senior-service-delivery-manager-5","title":"Senior Service Delivery Manager","company":{"id":145,"name":"Capgemini","domain":"capgemini.com","url":"https://alion.io/company/capgemini","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":79,"open_postings":1755,"ghost_share":0.004,"stale_share":0.813,"repost_share":0.018,"time_to_fill_p50_days":30,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Guatemala City, Guatemala"],"countries":["GT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"Windows","optional":false},{"name":"TCP/IP","optional":true}],"status":"live","first_seen_at":"2026-11-04T02:42:17Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-06T11:53:47Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"General Information\nSenior Technical Support & Service Leader\nWe are seeking an experienced Senior Technical Support & Service Leader to oversee end-to-end IT Support services, ensuring operational stability, service excellence, security compliance, and continuous improvement. In this role, you will lead IT service operations, drive digital transformation initiatives, and act as a key liaison between business stakeholders and IT teams.\nKey Responsibilities\nOwn and manage end-to-end IT Support services, including Incidents, Requests, Problems, and Changes. \nLead Major Incident (P1/P2) management, including communications, coordination, and root cause analysis. \nAct as Service Owner for IT Support operations across onsite, remote, and hybrid support models. \nDrive continuous service improvement initiatives based on operational performance, risk analysis, and user feedback. \nProvide team leadership through coaching, mentoring, performance management, and capability development. \nEnsure compliance with ITIL practices, security standards, audit requirements, and governance policies. \nPartner with business stakeholders, Global IT, Security, and Compliance teams to support operational objectives.\nPlan and coordinate maintenance activities while minimizing business disruption. \nQualifications\nBachelor’s degree in Information Technology, Systems Engineering, or a related field. \n7+ years of experience in IT Support, IT Operations, Network Support, or IT Service Management within enterprise environments. \nStrong experience leading IT operations and managing critical incidents. \nSolid knowledge of ITIL v4 service management practices. \nExperience with End User Computing environments, including Windows, Microsoft 365, and collaboration platforms. \nUnderstanding of networking fundamentals, security principles, access management, and infrastructure dependencies. \nProfessional English communication skills. \nITIL v4, Microsoft M365, Security, Endpoint, Agile, or Service Improvement certifications are a plus. \nWhat We're Looking For\nStrong leadership, ownership, and accountability mindset. \nExcellent communication skills with both technical and non-technical stakeholders.\nCustomer-focused approach with a commitment to service quality and business impact. \nAnalytical problem-solving and decision-making capabilities. \nAbility to balance operational excellence with continuous improvement and innovation initiatives.\nRole Overview:\nThis role acts as a Senior IT Service Leader responsible for end-to-end ownership of IT Support services, ensuring operational stability, excellent user experience, security alignment, and continuous service improvement. The role positions IT Support as a business enabler supporting digital transformation, resiliency, and scalable operations.\nGeneral Responsibilities / Accountabilities:\nOwn end-to-end IT Support services (Incidents, Requests, Problems, Changes) ensuring SLA, OLA, and business adherence. \nLead Major Incident (P1/P2) management, including coordination, communication, decision-making, and Root Cause Analysis (RCA). \nAct as Service Owner for the IT Support operating model (on-site, remote, WFH, on-call), ensuring effectiveness and scalability. \nDrive continuous service improvement initiatives based on operational data, risk trends, and user experience feedback.\nProvide formal people leadership, including task prioritization, performance feedback, mentoring, and capability development.\nEnsure compliance with ITIL v4 practices, security requirements, audit controls, and internal governance.\nServe as primary operational interface with Business stakeholders, Global IT, Security, and Compliance teams.\n Plan and coordinate maintenance activities and ensure controlled execution with minimum business impact.\nQualifications (Education / Experience / Certification)\nTechnical:\nBachelor’s degree in information technology, Systems Engineering, or related field (mandatory). \n7-10 years of experience in IT Desktop support, IT network support or IT Service Management in enterprise environments. \nProven experience leading IT operations and acting as escalation point during incidents. \nStrong practical knowledge of ITIL v4 service management practices. \nSolid exposure to End-User Computing environments (Windows, M365, collaboration platforms). \nOperational understanding of TCP/IP networking, security fundamentals, access management, and infrastructure dependencies as per client solutions. \nEnglish proficiency at conversational level and technical levels.\nCertifications:\nITIL v4 Certification (desirable).\nMicrosoft M365 / Endpoint / Security fundamentals (preferred).\nAgile or Service Improvement certifications (desirable).\nPersonal:\nClear and effective communication with technical and non-technical stakeholders. \nStrong sense of ownership, accountability, and structured decision-making under pressure. \nCustomer-centric mindset with focus on service quality and business impact. \nAnalytical and proactive problem-solving approach. \nAbility to balance day-to-day operations with continuous service improvement initiatives.","description_format":"text","description_chars":5112,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Guatemala","iso":"GT","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Systems Integrators","Management Consulting","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-11-04T06:25:24Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":30,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/capgemini-senior-service-delivery-manager-5","json_url":"https://alion.io/job/capgemini-senior-service-delivery-manager-5.json","meta":{"generated_at":"2026-11-06T12:22:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22470,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":145},"rest":"https://alion.io/mcp/rest/get_company?id=145"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcapgemini-senior-service-delivery-manager-5"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcapgemini-senior-service-delivery-manager-5"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcapgemini-senior-service-delivery-manager-5"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/capgemini-senior-service-delivery-manager-5\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcapgemini-senior-service-delivery-manager-5"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3728006}},{"tool":"search_jobs","arguments":{"company":"capgemini.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3728006},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}