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Tower Lead – Enterprise Service Management
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Computer/IT Services


IT & Infrastructure


Mid level


Mid level

Location: New Cairo 1

Workspace type: Hybrid

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Contact Person
Talent Acquisition Team

Job Description

As a Tower Lead, you will participate and actively support business development initiatives by building most robust, optimized, cost effective and victory-oriented solutions for ESM services.

Key Responsibilities:

  • End-to-end responsibility for the solution across transition, run and transformation in ESM Portfolio tower portfolio area.
  • Responsible for development of the tower solution related elements with support of Solution specialists and SMEs.
  • Ensures all client requirements within scope are analyzed and solutioned.
  • Works with other tower owners to align solutions.
  • Provides detailed cost input including inputs from SMEs and ensures that tagging is in line with strategy set by Solution Lead & DA.
  • Identifies cost behaviors of cost lines and relationship to client unit pricing.
  • Works with other members of the team to align on common assumptions and to avoid gaps and overlaps.
  • Clearly articulates the basis of any subcontractor/supplier (e.g. OSS provide or software supplier) quotes, including assumptions and exclusions and the validity period of pricing – works directly with subcontractor.
  • Solutions to the client SLA’s, and documents/agrees any exceptions from the standards.
  • Input to Solution Artefacts (Cost systems, RAIDE, Solution Approval pack etc.)
  • Reviews and inputs to the contract schedules, SoW, SLA etc.
  • Contributes to proposal writing - aligned to sales strategy, themes, scoring mechanism.
  • Supports Commercial Lead with Draft/mark-up of the schedules relating your part of the solution (SoW, SLA etc.)
  • Supports Solution Lead and contribute to the Sales to Delivery Handover (StDH).
  • Brings in market intelligence from a portfolio “competitiveness” standpoint both from the global and regional markets. Key areas are analyzing the client buying patterns, price points and third-party analyst views on the portfolio.
  • Good grasp on similar portfolios available in the market with the ability to analyze, stich & customize some of the core portfolio services & solutions, as per specific client needs (not falling under the standard portfolio services & offers).

Qualifications and Skills:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Outstanding English communication, both verbal and non-verbal.
  • An experienced Service Integration SME/Architect/Solutions architect/Consultant with proven thought leadership in technical and process implementations.
  • Excellent at communicating solutions to both technical and non-technical audiences.
  • Analytical mind with evaluative and problem-solving abilities, able to define technical solutions aligned with client’s business problems at an architectural and design level of detail.
  • 3+ years of hands-on experience in IT Service Integration design, transition or operations processes.
  • 3+ years of hands-on experience in business analysis and configuration or administration of ITSM modules of ServiceNow Platform.
  • Familiarity of other Service Management Tools (such as BMC Remedy, Kinetic Data)
  • Experience in Service Request Management and Fulfillment, Service Catalogue is a plus.
  • Experience in implementation of non-core ServiceNow modules (i.e. Service Portfolio, Service Offerings, etc.)
  • Experience in implementation of non-ITSM ServiceNow modules (i.e. HR, Shared Services, Security, etc.)
  • Experience in Service Asset Configuration Management.
  • Experience in Organizational Change Management.
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 360,000 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.

Capgemini’s newest and growing global delivery center brings together technology and strategic business services to solve complex problems and deliver end-to-end-solutions that leverage our deep sector knowledge, consulting expertise and technical specialists. Our team of experts in Cairo supports global clients in domains such as IT services, intelligent operations, cloud infrastructure services, engineering, research and development, and data and AI.

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