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Sparring Process Manager CSI with German Miejsce pracy: Wrocław Technologies we use Expected ServiceNow About the project Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. Your responsibilities Communicating the vision of CSI across the IT organization and to the Client Initiates any improvement actions required to maintain or improve service levels Performs the initial approval, rejection, reassigning or deferring of an improvement opportunity Adds improvement opportunity to register and completes any additionally required capture data Creation and review of progress updates for improvement opportunities Approval, rejection or deferral of Delivery Review and Benefits Review of improvement opportunities Ensures that baseline data is captured against which the improvement will be measured Defines and reports on CSIs, SIPs, KPIs and CSI activity metrics and feeds into appropriate forum Identifies other frameworks, models and standards that will support CSI activities. Ensures that CSI activities are coordinated throughout the service lifecycle. Builds effective relationships with stakeholders Provide all necessary data and reporting stakeholders during the lifecycle of the process Possess the ability to positively influence all levels of management to ensure that service improvement activities are receiving the necessary support and are resourced sufficiently to implement solutions Inputs into the regular service reviews Schedules Service and Process Evaluations for the CSI Process (as part of responsibilities as CSI Process Owner) Our requirements ITIL certified Facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members Project management skills to ensure all deliverables are on time, within budget and of high quality Strong verbal and writing skills in order to effectively communicate information to clients and internal team members Operational management/service delivery experience (customer and/or outsourcing environment) Experience of a number of service management tools such as BMC’s IT Service Management (ITSM), ServiceNow Experience of designing, developing and/or implementing ITIL aligned processes; Strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details; English and German language (Level C1) is a must have What we offer Practical benefits: yearly financial bonus, private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and access to NAIS benefit platform. Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings. Cutting-Edge Technology: Position yourself at the forefront of IT innovation, working with the latest technologies and platforms. Capgemini partners with top global enterprises, including 145 Fortune 500 companies. Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details. Benefits sharing the costs of sports activities private medical care life insurance no dress code parking space for employees extra social benefits redeployment package employee referral program charity initiatives access to courses e.g. Excel, VBA, RPA, Customer Care unlimited access to Udemy Business free chat/call with a therapist Recruitment stages Interview with the recruiter Competency Tests/Language Verification Video call with a manager Final Decision Capgemini Polska Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members globally in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. I agree to the processing of personal data provided in this document for realising the recruitment process pursuant to the Personal Data Protection Act of 10 May 2018 (Journal of Laws 2018, item 1000) and in agreement with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).