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Service Manager
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Computer/IT Services


All functions



Applications are considered on a rolling basis

Location: Luxembourg

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Contact Person
Nadia NAIR

Job Description

We are launching a new challenge: to find a driven and talented Service Manager!

By becoming part of the team of our Infrastructure/Cloud department within SOGETI, you will be involved within a multicultural environment in which you will be able to improve your skills by sharing technical knowledge with your future colleagues, on various platforms.

Your challenge:

  • To handle the provisioning of all production related services provided by the governance of IT outsourcings for insourced and outsourced services;
  • To manage ongoing contractual relationships and the operational delivery of services to clients for an account or group of accounts- Serving as the prime point of contact to the internal clients regarding overall and day-to-day service delivery and take primary responsibility for client satisfaction with service delivery;
  • To garantee that operational teams and subcontractors maintain a clear understanding of the client's needs, and provide day-to-day client advice and support.

Your responsabilities :

Management of Production Support team and activities

  • To developpe and maintaining a partnership culture, open and proactive communication and escalation of issues within the team as well as promoting a cross-collaboration culture across teams;
  • To cascade IT strategic objectives into operational tasks for the team; representing the team at Department meetings and discussions

  • To create good team spirit and working environment, with a focus on the development and recognition of IT production expertise;

  • To facilitate the execution and monitoring of daily batch and provision of the daily production deliveries;

  • To lead the team for the joined "User Service Team" comprising of Production Support and Service Level Management staff;

  • To oversee the planning and coordination of team activities incl. administrative tasks, people development.

Service Level Management

  • To manage the delivery of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts, are met or exceeded incl. that all intragroup SLAs are updated and fully compliant with Group policies / local regulations;
  • To define and maintain control matrix / control plan for all concerned Legal Entities in relation to in- and outsourced services;
  • To ensure that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget;
  • To design, gather and analyze metrics to measure performance.

Incident and Change Management

  • To ensure consistent and proper handling of incidents and Changes;
  • To acte as the 1st escalation point of the incident and change process as well as main contact on related questions.

Continuous improvement of services and service processes

  • To ensure that all identified weaknesses within the local application landscape / outsourced applications / production environment are systematically described and escalated to the application provider when necessary;
  • To ensure process alignment to standard CS processes and policies;
  • To define and ensurie the implementation of the Local HUB Readiness, and continuous process improvements to support the HUB Readiness.
Skills & Requirements

And in terms of technical know-how?

  • In depth knowhow of ITIL and local regulatory environment management of at least 5-8 years;
  • Good knowhow on IT processes;
  • Excellent knowhow of local IT landscape and in/outsourced systems and service setups.

To succeed in your mission you need

  • To have people management and people development skills;
  • To track record of proven experience with team lead or line management; To have communication and active listening skills for internal clients, colleagues and IT partners;
  • To have ability to work independent and to handle many stakeholders simultaneously;
  • To have good skills to structure and organize;
  • To have a good command in English, French is a real asset.

But above all, the desire to invest yourself in the life and the working atmosphere of a team!

Education :

3+ years university degree in IT and at least 7 years of professional experience; or any equivalent combination of training, education and experience that demonstrates the ability to perform the duties of the position.

*A background check will be requested upon hiring (criminal record, Education degrees, diplomas & certifications).

About the company


Founded in France by Serge Kampf in 1967, Sogeti, part of Capgemini group, focus on the growing local IT market with over 25,000 people in 15 countries.

With more than 50 years of experience and a great expertise of the different sectors of activity, we support companies and organizations in the realization of their ambitions, from the definition of their strategy to the implementation of their operations, through our pragmatic approach, " Value in the making ," and our passion for technology.

At Sogeti Luxembourg, leading provider of technology and engineering services in the country, we support the transformation of its customers by relying on its 4 expertise: Security, Testing, Digital, and Infrastructure/Cloud.

We are driven by the conviction that the business value of technology comes from and through people. Resolutely multicultural , we strive for diversity and have therefore set up a flexible and responsive organization with 700 employees.


Joining Sogeti means taking a giant leap forward in your career, working with the Best & Brightest that will support your talent while you engage in some of Luxembourg’s most innovative projects.

Consultants can work with a variety of different customers , tools and methodologies; something that would otherwise take many years to gain.

Career Development and Training opportunities : We believe that business success is intrinsically linked to your career success.

We want to ensure that when you are on client site that you have the best opportunity to deliver to the highest quality - therefore continuous training is key. As a rapidly growing and evolving business, we offer many opportunities to people who want to learn and stretch themselves. We promote people on merit
not tenure. We recognise and reward people for upholding our values and high standards as well as delivering results for our clients and our business.

Thought Leadership & Award-Winning Innovation : If you are a focused individual who wants to continually develop and work alongside industry thought leaders, then you can be part of SogetiLabs which is our Think Tank, a network of over 150 technology leaders from Sogeti worldwide. This is our trend lab that looks for new evolutions driven by new technology. Sogetilabs also carry out in-depth international research about current and future trends, give insight into the impact and application of business and consumer technology. SogetiLabs is part of Applied Innovation Exchange, Capgemini Group’s worldwide incubator for innovation.


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