Job Description

The Role

Job Overview: The Transformation Lead will be responsible for driving a comprehensive transformation program aimed at optimizing the operation of digital services. The role will involve analysing the current operational setup and implementing strategic improvements across processes, tools, and people to enhance service delivery, efficiency, and scalability. This role requires strong leadership, a deep understanding of digital services, and the ability to collaborate across departments to deliver measurable improvements. Key Responsibilities: o Lead the design, development, and implementation of a digital services transformation program, focused on optimizing operational efficiency, scalability, and service quality. o Develop a clear transformation roadmap that aligns with organizational objectives, setting short-term and long-term goals to drive continuous improvement. o Oversee program governance, ensuring that milestones are met, risks are managed, and stakeholders are kept informed of progress. o Analyze existing operational processes to identify inefficiencies, bottlenecks, and areas for improvement in service delivery. o Redesign and streamline processes to enhance service reliability, reduce operational costs, and improve turnaround times for digital service delivery. o Implement best practices for service management, including ITIL, Lean, and Agile methodologies, ensuring processes are adaptable to business changes. o Evaluate the current tools and technologies used in the operation of digital services, identifying gaps and opportunities for enhancement. o Work closely with the IT and operations teams to implement advanced monitoring, automation, and workflow tools to enhance operational effectiveness. o Collaborate with vendors and technology partners to ensure the tools and platforms are fully optimized and aligned with the transformation goals o Lead the cultural and organizational change needed for successful transformation, ensuring that employees are engaged, informed, and equipped to adopt new processes and tools. o Assess the current skill sets of the operational teams and identify training, upskilling, or recruitment needs to meet the demands of the transformation program. o Foster a culture of continuous improvement by promoting innovation, collaboration, and accountability among team members o Collaborate with key stakeholders across business, IT, operations, and external partners to ensure alignment of transformation goals with broader organizational objectives. o Act as the main point of contact for all transformation-related initiatives, ensuring open communication and transparency with senior management and other stakeholders. o Lead transformation steering committees and cross-functional workshops to gather input, share progress, and address challenges. o Develop and implement KPIs and performance metrics to monitor the effectiveness of the transformation program and the improvements made to digital service operations. o Use data-driven insights to provide regular updates to senior leadership on the status of the program, highlighting key achievements, areas of concern, and next steps. o Implement continuous improvement feedback loops, ensuring that lessons learned from transformation initiatives are integrated into future projects. o Drive the change management strategy for the transformation program, ensuring that the workforce is adequately prepared and supported through the transition. o Lead training and workshops to facilitate knowledge transfer and adoption of new processes and tools across all levels of the organization. o Ensure all changes are well-documented, and that operational teams have access to the necessary resources to successfully adopt new practices o Identify and manage potential risks associated with the transformation program, developing mitigation strategies to ensure operational continuity during the change process. o Ensure that all changes comply with internal governance frameworks, regulatory requirements, and industry standards, particularly in security and service delivery. o Encourage innovation by exploring emerging technologies and methodologies that can further optimize digital services operations. o Stay current with industry trends and transformation best practices, applying relevant knowledge to drive improvements in operational performance. o Daily, weekly and monthly reporting.



Requirements

Qualifications: o Bachelor's degree in computer science, IT, or related field. Master's degree or certifications in relevant technologies is a plus. o A Master's degree or certifications in transformation, project management, or operational excellence (e.g., PMP, Lean Six Sigma) is highly desirable. o Good experience in ITIL standard and Service Management processes. o Strong analytical skills with a focus on data-driven decision-making. o Excellent collaboration, communication, and stakeholder management abilities. o Ability to work in a high-pressure environment with a focus on delivering measurable results. Experience: o 8+ years of experience in Operation and Digital Service Management and Transformation leadership role for the last 2 years.



About the company

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 350,000 team members 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. The Group reported in 2022 global revenues of 22 billion.