Operations Manager

Capgemini; Nairn; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Capgemini UK is seeking an experienced Service Centre Manager to lead the delivery of client services, ensure SLA adherence, and build strong stakeholder relationships. You will drive continuous improvement within teams and establish a supportive, open environment for Team Leaders and staff.

You will manage staff development, oversee effective communications, and collaborate with Capgemini and client contacts. The role supports a hybrid-working model and a focus on wellbeing and inclusion.

Qualifications

• Knowledge of Service Request process desirable.
• Good communication skills.
• Leadership skills.
• Ability to manage and supervise Resolver Teams.
• Ability to manage and develop staff.
• Good written skills.
• Strong interpersonal skills.
• Well organised.

Responsibilities

• Overall responsibility for the successful delivery of services, working to agreed SLAs.
• Liaise closely with key contacts to ensure excellent relations are established and maintained within your area of responsibility, both within Capgemini and client contacts and act as a point of escalation for operational issues escalated by Team Leaders and Capgemini service contacts.
• Ensure that the services provided by the teams are continually revised, improved and evolved to meet new delivery methods, practices and business requirements.
• Develop, manage and maintain effective working relationships with all service contacts including: Provide a well‑structured and open working environment in which Team Leaders are service focussed, motivated and feel encouraged to take on new challenges, improve service delivery and develop their skills.
• Conduct effective staff management of Team Leaders to ensure their development needs are met.
• Communicate regularly and effectively with staff working on the respective client services to ensure they are kept informed of, and encouraged to be involved in all relevant client‑related activities.

Skills

SLA Delivery

Communication

Leadership

Team supervision

Staff development

Written skills

Interpersonal skills

Organization

Job description

About The Job You’re Considering

Reporting to the Service Centre Manager, you will already have a proven track record working in a technical service centre environment.

Reporting to the Service Centre Manager, you will already have a proven track record working in a technical service centre environment.

If you are successfully offered this position, you will go through a series of pre‑employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

Your role

Your Responsibilities Will Include

• Overall responsibility for the successful delivery of services, working to agreed SLAs
• Liaise closely with key contacts to ensure excellent relations are established and maintained within your area of responsibility, both within Capgemini and client contacts and act as a point of escalation for operational issues escalated by Team Leaders and Capgemini service contacts
• Ensure that the services provided by the teams are continually revised, improved and evolved to meet new delivery methods, practices and business requirements
• Develop, manage and maintain effective working relationships with all service contacts including: Provide a well‑structured and open working environment in which Team Leaders are service focussed, motivated and feel encouraged to take on new challenges, improve service delivery and develop their skills
• Conduct effective staff management of Team Leaders to ensure their development needs are met
• Communicate regularly and effectively with staff working on the respective client services to ensure they are kept informed of, and encouraged to be involved in all relevant client‑related activities

You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

Your Skills And Experience

• Knowledge of Service Request process desirable
• Good communication skills
• Leadership Skills
• Ability to manage and supervise Resolver Teams
• Ability to manager and develop staff
• Good written skills
• Strong inter‑personal skills
• Well organised

We are a Disability Confident Employer

Capgemini Is Proud To Be a Disability Confident Employer (Level 2) Under The UK Government’s Disability Confident Scheme. As Part Of Our Commitment To Inclusive Recruitment, We Will Offer An Interview To All Candidates Who

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

Your security clearance and pre‑employment checks

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

If you are successfully offered this position, you will go through a series of pre‑employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).

Flexibility to work your way

You will be encouraged to have a positive work‑life balance. Our hybrid‑first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day‑to‑day reality for our people. All UK employees are eligible to request flexible working arrangements.

Your wellbeing

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.

To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Shape your path

You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Shared energy

You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.

Why should you consider Capgemini?

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free‑thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI‑powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end‑to‑end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion. Make it real | www.capgemini.com