Transformation Manager

Job Summary

The Transformation Manager role acts as a primary supporter to the Engagement Manager, leading efforts to enhance productivity across accounts through strategic transformation initiatives. This includes improving service delivery using various transformation mechanisms such as ZeroOps, Automation, Problem Management, and Generative AI. The position requires active senior stakeholder engagement with both Capgemini and client entities, ensuring key Application Maintenance processes—incident, problem, and knowledge management—maintain excellent standards. The role also drives margin improvement plans focused on industrialization, optimizing production costs to meet or surpass contractual goals.

Key Responsibilities

• Partner closely with Engagement Managers to spearhead productivity enhancement initiatives within accounts.
• Leverage transformation tools and strategies including ZeroOps, automation, problem management, and Gen AI to elevate service quality.
• Engage senior stakeholders across Capgemini and client organizations to maintain alignment and foster collaboration.
• Maintain strict adherence to Application Maintenance process hygiene, covering incident, problem, and knowledge management.
• Lead the execution of industrialization-focused margin improvement plans to optimize costs and ensure contractual adherence.

Qualifications and Experience

• Extensive experience managing Application Maintenance for diverse technologies and multi-location teams exceeding 250 full-time employees.
• Cross-technology expertise preferred, particularly in SAP, Business Intelligence, and C&CA domains.
• Proven ability designing and executing transformation programs, inclusive of change management processes.
• Experience driving continuous improvement projects by collaborating with multiple teams and stakeholders for planning, prioritizing, and tracking interventions.
• Competency in measuring return on investment, incorporating feedback, initiating corrective actions, and enhancing delivery metrics such as KPIs and SLAs.
• Specialization in at least one transformation area—RPA/Automation, AI/Generative AI, zero operations/problem management, or Six Sigma/Lean methodologies—with readiness to develop skills in others.
• Strong background in improving service delivery using data analytics and technology, with an analytical approach to data interpretation.
• Familiarity with ITIL frameworks; possessing ITIL and Six Sigma certifications is advantageous.
• Capability to collaborate with account teams and clients to secure essentials for lever implementation including security, data access, and deployment architecture, while proactively managing risks and mitigation strategies.
• Effective communication and presentation skills, able to represent assets to clients and stakeholders and embrace diverse viewpoints to implement optimal solutions.
• Excellent soft skills for stakeholder management and report consolidation for management review.

Benefits and Opportunities

• Engagement with cutting-edge technologies like Generative AI, Agentic AI, and Robotic Process Automation.
• Role as part of executive leadership involved in strategic planning and high-level decision-making.
• Opportunity to drive substantial impact on large accounts by leading account transformation initiatives and delivering customer value.
• Addressing complex and unique challenges faced by clients and the organization.
• Broadening expertise in different transformation levers and their practical application.