Senior Team Lead - Major Incident Management
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 role
As a Senior Team Manager within the Service Management Office (SMO), you will lead a team focused on delivering high-quality services that meet or exceed client expectations and agreed service targets. You will drive operational excellence through performance management, service quality monitoring, continuous improvement, and automation opportunities while coaching and developing team members to achieve their full potential.Your tasks
- Lead day-to-day team management, including planning, workload coordination, and performance management.
- Proactively manage team performance and delivery outcomes, driving achievement of SLA targets and implementing improvement actions where needed.
- Act as the first point of escalation for service and delivery-related issues.
- Monitor, manage, resolve, and escalate operational problems to ensure service continuity.
- Ensure the quality and effectiveness of the Major Incident Management (MIM) service.
- Build and maintain strong working relationships with clients and key stakeholders.
- Coach, mentor, train, and develop team members through regular one-to-one sessions and ongoing support.
- Support the planning and implementation of service changes while promoting continuous improvement and motivating the team to deliver excellent client service.
Your profile
- You have a minimum of 24 months of experience within Capgemini.
- You have knowledge of Labour Law and Capgemini HR procedures.
- You demonstrate strong people management and team leadership skills.
- You can effectively organize and prioritize your own work and your team's activities while managing deadlines, KPIs, and changing priorities.
- You remain effective and focused when working under pressure and handling escalations.
- You have excellent communication and interpersonal skills and build positive relationships with colleagues, stakeholders, and clients.
- You are a collaborative team player who can coordinate with diverse stakeholders and maintain strong client partnerships.
- You bring an enthusiastic, proactive, and confident can-do attitude, with a focus on continuous improvement and service excellence.
What You'll love about working here
- 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.
- Award-winning development programs to support your career at every stage. Connected Manager - our leadership development program has already helped over 300 employees accelerate their growth!
- 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, TED Talks 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.
Get to know us
Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.
Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations.