HAM Lead

Your Role

• Manage and lead Global Service Desk operations, ensuring consistent use of ITSM tools and adherence to SLAs, OLAs, and KPIs.
• Monitor team performance, drive continuous improvement initiatives, and implement automation to enhance operational efficiency.
• Lead, mentor, and motivate team members, conduct performance reviews, and manage Individual Development Plans (IDPs).
• Oversee day-to-day operations including resource planning, incident prioritization, SOP management, and data accuracy.
• Collaborate with stakeholders to handle escalations, improve service quality, and support recruitment and team expansion efforts.

Your Profile

• Minimum 2+ years of experience as a Team lead/Manager in IT Global Service Desk or Service operations with proven experience managing large teams (50+ members).
• Strong understanding of IT service management processes, including SLAs, OLAs, KPIs, and ITSM tools like ServiceNow.
• Excellent communication, stakeholder management, and leadership skills with a customer-focused approach.
• Strong analytical, problem-solving, and organizational skills with the ability to manage multiple priorities under pressure.
• Experience in team management, staff retention, shrinkage control, and data-driven decision-making.
• Flexibility to work in a 24/7 operational environment.

What you will love working in Capgemini

• Be a key contributor in managing large-scale Global Service Desk operations, ensuring high service quality and customer satisfaction.
• Collaborate with global teams and stakeholders to drive operational excellence and continuous improvement.
• Clear career progression paths from engineering roles to architecture and consulting.
• Be part of mission-critical projects that ensure security, compliance, and operational efficiency for Fortune 500 clients.

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