UKCC Team Lead

Capgemini; Inverness; Hybrid; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Disability Confident

Wellbeing programs

Learning for Life

Job summary

Capgemini is seeking a Team Lead for the 24/7 UK Operations Centre in Inverness to provide strong operational leadership across multi-client environments. The role focuses on delivering high-quality service, governance, and continuous improvement, with development of Shift Managers and engineers, and consistent standards across shifts.

The successful candidate will drive automation, reduce operational risk, and create conditions for higher-value technical work, while travelling to client sites

Qualifications

• Substantial experience in IT or infrastructure operations, service delivery or a comparable 24/7 technical environment.
• Proven experience of leading teams, managing people and developing other operational leaders.
• Strong working knowledge of ITIL and ITSM, including incident, event, problem, change, escalation and service-level management.

Responsibilities

• Provide end-to-end leadership and accountability for consistent, high-quality service delivery across the 24/7 multi-client operation.
• Lead and develop Shift Managers, ensuring clear accountability, effective people leadership and consistent standards across every shift.
• Protect client services through strong operational governance, incident oversight, risk management and timely escalation.
• Define, model and embed the required operational mindset, promoting ownership, discipline, technical curiosity, client focus and accountability through to resolution.

Skills

ITIL

Leadership

Shift management

Incident management

ITSM

Automation mindset

Stakeholder management

Job description

About the role you’re consideringThe 24/7 UK Operations Centre provides continuous operational support across multiple private and public-sector client environments.The Team Lead will provide consistent operational and people leadership across the service, ensuring that high standards are maintained across all shifts, supported accounts and operational processes. They will own overall service performance, operational governance, capability development and stakeholder coordination.The role requires an experienced operations leader who can maintain control of day-to-day delivery while also improving how the service operates. The successful candidate will lead through Shift Managers, develop Cloud Operations Engineers and apprentices, strengthen service quality, reduce avoidable operational risk and create the conditions for the team to resolve more, automate more and take on higher-value technical work.The Team Lead must bring substantial previous operational experience, credible experience of leading people and teams, and a proven ability to drive operational excellence, service improvement and structured workforce development.The Team Lead is accountable for the service, while Shift Managers remain responsible for running their individual shifts. This distinction is important to maintaining clear accountability without duplicating on-shift leadership.Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.Due to the nature of the client to be supported, successful candidates should expect there will be regular on-site engagement and so travel to site will be required.Your role• Provide end-to-end leadership and accountability for consistent, high-quality service delivery across the 24/7 multi-client operation.• Lead and develop Shift Managers, ensuring clear accountability, effective people leadership and consistent standards across every shift.• Protect client services through strong operational governance, incident oversight, risk management and timely escalation.• Define, model and embed the required operational mindset, promoting ownership, discipline, technical curiosity, client focus and accountability through to resolution.• Develop team capability through structured training, coaching and practical experience, while driving continuous improvement, automation and higher-value technical operations.You can bring your whole self to work. At Capgemini, striving for equity, diversity and inclusion is part of everyday life, and will be part of your working reality. We have built an inclusive and welcoming environment, for everyone.Your skills and experienceCandidates must be able to demonstrate:• Substantial experience in IT or infrastructure operations, service delivery or a comparable 24/7 technical environment.• Proven experience of leading teams, managing people and developing other operational leaders.• A strong record of setting operational standards and improving service performance, quality, client outcomes and operational discipline.• Strong working knowledge of ITIL and ITSM, including incident, event, problem, change, escalation and service-level management.• Experience of developing technical capability through structured training, coaching, practical assessment and workforce-development planning.Your security clearanceTo 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.We are a Disability Confident EmployerCapgemini 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.Make it real – what does it mean for you?Your wellbeingYou’d be joining an accredited Great Place to work for Wellbeing in 2023. 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 pathYou 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 energyYou’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.Capgemini. Make it real.Why you should consider CapgeminiGrowing 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 CapgeminiCapgemini 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 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 2024 global revenues of €22.1 billion.Make it real | www.capgemini.com