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Service Management and Governance (SMG) and (ESM) Enterprise Service Management Pre-Sales and Solutions



Sales & Business Development
United States
Posted on Sunday, May 26, 2024

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
  • Additional 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 demonstrating strengths from strategy and design to engineering, all motivated by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get The Future You Want | www.capgemini.com

About Cloud Infrastructure Services (CIS):

CIS powers enterprises’ business and technology digital transformation by accelerating change, reinforcing cybersecurity, empowering employees, leading complexity, and encouraging adaptability. Working across sectors in 50+ countries, our 30,000 cloud professionals apply our premier expertise with cloud leaders to offer ongoing cloud, infrastructure, cybersecurity, digital workplace, and enterprise service management support.

Demonstrating our close partnerships with leading cloud vendors and advanced intelligence from our global operations centers, our CIS teams are trusted by clients to securely navigate in today’s wide-ranging business environments, driving forward business value so they get the future they want. Our outstanding approach to infrastructure connects solutions, services, and suppliers to implement integrated solutions across the IT supply chain, public and private clouds, and legacy environments, helping clients optimize their digital transformation journeys.

Our five key service areas are:

  1. Cloud Services: Exploiting the cloud at speed and scale
  2. Employee Experience Services: Making the “future of work” work for our clients
  3. Cybersecurity Services: Securing Foundations to Create Open Futures
  4. Enterprise Service Management: Taking charge of complexity to drive business value
  5. Infrastructure Services: Leading and updating the IT estates


Capgemini is an Equal Opportunity Employer encouraging diversity 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, we'd love to hear from you

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Please be aware that Capgemini may collect your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

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.


· Involved from Deal Qualification to Contract Signature, Sales to Delivery Handover and for a limited period in the execution to provide continuity

· Should heave deep Service Management and Governance (SMG) and ESM (Enterprise Service Management) experience in :

    • Solution Design:
    • ServiceNow experience and deep knowledge.
    • Governance and Compliance:
    • Change and Management
    • ITIL-V4 process and procedures
    • Solution Design and Estimations
    • Specialty in ITIL Service Strategy and/or Service Design
    • ITIL Process design experience
    • ITSM knowledge
    • ITIL certification or training
    • Six Sigma and/or Agile/Scrum
    • Experience of cost management for specific projects or work areas;
    • COBIT (Control Objectives for Information and Related Technologies)

· Responsible for development of the end-to-end solution (Transformation, Transition and Run) covering multiple SMG and ESM areas.

· Owns internal partner management and core solution related metrics to approvers

· Supports Sales Lead in pre-qualification activities, including ROM costing and early solution shaping as appropriate

· Develops solution & response strategy, standard versus non-standard approach, aligned to the sales strategy. Clearly communicates to all bid team members.

· Ensures all client requirements are analyzed and distributed for solutioning, without gaps or redundancy

· Crafts the solution and ensures the relevant solution artefacts are completed in line with global process

· Solid grasp of the competitor landscape, providing insight into the sales plan on how to beat competition

· Provide guidance on commercially structuring deals to differentiate from the competition

· Works with Deal Analyst to set up commercial modeling tools and create pricing structure; communicates structure & tagging strategy

· Reviews and inputs to the contract schedules, SoW and SLA among other documents

· Supports Tower Lead with 3rd parties’ direct engagements when needed

· Chips in to proposal writing and guides the bid team on alignment to sales strategy, themes, scoring mechanism

· Ensures Solution Approval in a timely manner

· Leads the solution team in all client-facing interactions

· Supports Commercial Lead with all of solution related schedules (SoW, SLA etc.)

· Leads solution team and ensures solution related work are completed

· Identifies and adds to the response and other capabilities that will bring value to the opportunity and/or show Capgemini capability

· Ensures the solution and commercials are sustainable for the future, with ability to grow and upsell

· Identifies and documents potential areas for upsell that have been discussed with client and handover to Account Team

Skills & Experience:

· Validated ability SMG (Service Management Governance) and ESM (Enterprise Service Management)

· 10+ Years of ServiceNow Experience in SMG and ESM areas

· Any Certifications in below areas

    • ITIL : V4 Advanced level Certification: ITIL Foundation, ITIL Practitioner, ITIL Intermediate
    • COBIT Certification: COBIT 2019 Foundation, COBIT 2019 Design and Implementation, and COBIT 2019 Assessor
    • ISO/IEC 20000 Certification: ISO/IEC 20000 Foundation, ISO/IEC 20000 Lead Implementer, and ISO/IEC 20000 Lead Auditor.
    • PMP, Prince 2

· Experience of

· Experience architecting and deploying multi-tiered applications.

· Experience in architecting security architectures across infrastructure and applications

· Experience building and deploying multi-tier, scalable, and highly available applications using Java, Microsoft and Database technologies

· Experience in performance tuning, including the following: load balancing, web servers, content delivery Networks, Caching (Content and API)

· Good understanding of application architectures

· Confirmed experience in the elicitation & specification of architectural, functional, and non-functional requirements

· A good appreciation of the cost drivers in systems delivery and operations and the commercial consequences of the technical decisions made by you and/or others

· Ability to develop productive client relationships at different management levels and identify and develop opportunities for new business

Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $90,000 - $170,040. This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.