Job Details

Requisition Number 18-0004
Post Date 8/29/2018
Title Service Integration and Management (SIAM)/ITIL Process Engineer Lead
City Chantilly
State VA

Capgemini Government Solutions (CGGS) LLC is seeking a highly motivated Service Integration and Management (SIAM)/ITIL Process Engineer Lead to join our team in the DC Metro Area to support our government clients. The Service Integration and Management (SIAM)/ITIL Process Engineer Lead is a multifaceted role working in collaboration with other teams across the business to support our government clients.  The successful candidate will be responsible for leading a team of analysts through the implementation, maintenance and delivery of the Performance Management processes including design and implementation of performance metrics, service levels and a service improvement program.


The successful candidate will report to the Multisource Service Integration Service Delivery Lead and will have the opportunity to apply and grow their skillset in Performance Management, work with a motivated and entrepreneurial team, engage with a wide range of stakeholders, and build CGGS’ capabilities in Service Integration while serving our clients.

Job Description

As a Service Integration and Management (SIAM)/ITIL Process Engineer Lead, you will:

  • Support the implementation and management of performance metrics across multiple providers, for the Multisource Service Integration function, and ecosystem processes.
  • Understand the customer’s business and the impact of delivery teams on its ability to succeed.
  • Oversee day-to-day operations of the Performance Management service while driving service excellence and quality of team deliverables.
  • Serve as the People Manger for up to 4 direct reports with responsibility for career/professional development, performance management, and coaching.
  • Transition the design of the Performance Management service to an operational state, create training materials and train stakeholders.
  • Define, implement and monitor proactive metrics that provide awareness and reveal opportunities for improved performance and efficiencies.
  • Analyze data and identify trends which indicate risk in achieving customer’s business and strategic objectives.
  • Optimize performance of services, managed service providers, and processes to create and increase value for the customer.
  • Provide performance metrics presentations and analysis for governance forums.
  • Support the client program through identification and implementation of opportunities to improve performance

Basic Qualifications

  • US Citizenship is required.
  • Minimum of 8 years of work experience in IT service management.
  • Minimum of 5 years of relevant work experience and leadership in IT Performance Management, or related discipline.
  • Bachelor’s degree in Information Technology, Information Systems, Statistics, Business, Management or related field.
  • Ability to obtain and maintain a Government Security Clearance.
  • ITIL v3 or 2011 course with Foundation certification.
  • Thought leader in Performance Management and continual service improvement, measurement and reporting methodologies.
  • Skilled at working collaboratively in a complex environment and driving performance achievement and improvements.
  • Proficient with ServiceNow applications of Incident, problem, change and request, CMDB and SLM, and Performance Analytics such as Tableau.
  • Data-driven mindset of service excellence and customer satisfaction.
  • Strong skills in data analytics, report design and presentation.
  • Successful teamwork experience and demonstrated leadership abilities.
  • Relevant experience in Service Integration, Management implementation and operations.
  • Work location is DC Metro area with up to 10% travel to Capgemini Government Solutions engagement sites.


Additional Qualifications

  • Existing security clearance (SCI/Poly).
  • Six Sigma Green Belt.
  • Experience working with government clients.
  • Participation in large managed service transitions.


Company Overview
A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of client’s opportunities in the evolving world of cloud and digital platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 200,000 team members in over 40 countries. The Group reported 2017 global revenues of EUR 12.8 billion. Capgemini Government Solutions, LLC (Capgemini GS) is a subsidiary of Capgemini focused on providing high quality services to the U.S. Federal Government. Learn more about us at


Capgemini has an entrepreneurial environment that embodies the following values: Honesty, Boldness, Trust, Freedom, Team Spirit, Modesty, and Fun. We offer a competitive benefits package to our employees.


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.




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