Service Delivery Manager - Application Maintenance Support Lead

Application Maintenance Support Lead

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 :

Life at Capgemini :

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.

Disclaimer :

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity / expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and / or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Click the following link for more information on your rights as an Applicant.

Applicants for employment in the US must have valid work authorization that does not now and / or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.