ESM Tower Lead (with German)

Capgemini; Kraków; On-site; PLN 300,000 - 420,000; Full time

Benefits offered by this job

Company car

Annual bonus

Private medical care

Life insurance

Training & development

Job summary

Capgemini Poland is seeking an ESM Tower Lead to drive innovative, scalable Enterprise Service Management solutions for complex client engagements. You will work with clients, bid teams, and senior stakeholders to deliver competitive offerings across the enterprise technology landscape.

You will lead presales activities, cost modeling, and solution documentation, while coordinating multi-disciplinary teams and presenting strategies to executive audiences. Fluent English and German are required.

Qualifications

• 5+ years of experience in IT Service Management / Service Integration solution design, transition, or operations.
• At least 3 years hands-on experience with ServiceNow (ITSM/ESM).
• Strong understanding of ESM processes: Service Request, Catalog, SAM, and OCM.
• Experience designing ServiceNow workflows including HR, Shared Services, Security, or non-core capabilities.
• Experience supporting complex presales through RFI/RFP/RFQ and client presentations.

Responsibilities

• Lead end-to-end development of Enterprise Service Management solutions for complex client engagements.
• Own ESM Tower contribution during presales: requirements analysis, solution scoping, RFI/RFP responses, client presentations.
• Collaborate with bid managers, solution architects, SMEs, and other tower leads to define integrated client solutions.
• Develop solution cost models, estimations for effort, licensing, and third-party services.
• Support preparation of SOWs, SLAs, and solution documentation.
• Engage with clients and senior stakeholders to present and defend proposed solutions and value propositions.
• Drive alignment across delivery teams, suppliers, and stakeholders on responsibilities and risks.
• Utilize market trends to identify transformation opportunities and enhance competitiveness.

Skills

IT Service Management

Presales

Solution management

Stakeholder management

Lead / coordination

English & German

Tools

ServiceNow

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your role

As an ESM Tower Lead, you will lead the development of innovative, scalable, and commercially competitive Enterprise Service Management solutions for complex client engagements. Working closely with clients, bid teams, and senior stakeholders, you will combine technical expertise, business insight, and market knowledge to deliver offerings that drive operational excellence, business transformation, and customer satisfaction across the enterprise technology landscape.

Your tasks

• Lead the end-to-end development of Enterprise Service Management solutions across transition, run, and transformation phases for complex client engagements.
• Own the ESM Tower contribution throughout the presales lifecycle, including requirements analysis, solution scoping, RFI/RFP responses, and client presentations.
• Collaborate with bid managers, solution architects, SMEs, and other tower leads to define integrated and competitive client solutions.
• Develop solution cost models, including effort estimations, licensing, third-party services, and supporting assumptions.
• Support the preparation of commercial and contractual deliverables, including Statements of Work, Service Level Agreements, and solution documentation.
• Engage with clients, senior stakeholders, and partners to present, defend, and refine proposed solutions and value propositions.
• Drive alignment across delivery teams, suppliers, and stakeholders to ensure clear responsibilities, assumptions, dependencies, risks, and opportunities.
• Leverage market trends, competitive intelligence, and industry best practices to identify transformation opportunities and enhance the competitiveness of the ESM portfolio.

Your profile

• At least 5 years of experience in IT Service Management / Service Integration solution design, transition, or operations, with a strong focus on presales and solution management.
• At least 3 years of hands‑on experience with ServiceNow, including business analysis, configuration, or administration of ITSM and Enterprise Service Management solutions.
• Strong understanding of key ESM processes, including Service Request Management, Service Catalog, Service Asset & Configuration Management, and Organizational Change Management.
• Experience designing or implementing ServiceNow‑based business workflows, including HR, Shared Services, Security, or other non‑core ServiceNow capabilities.
• Proven experience supporting complex pursuits through the full presales lifecycle, including requirements analysis, solution scoping, RFI/RFP/RFQ responses, and client presentations.
• Commercial acumen with the ability to perform cost estimations, build cost models, assess risks, and develop Statements of Work and business cases.
• Ability to engage, influence, and present solution strategies to senior stakeholders, including executive and CxO‑level audiences.
• Experience leading or coordinating solution development within multidisciplinary bid teams, providing guidance, challenge, and direction to SMEs and stakeholders.
• Fluent English and German communication skills, with the ability to translate technical capabilities into business value for clients.

What You'll love about working here

• Practical benefits: company car, yearly financial bonus, private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and access to NAIS benefit platform.
• Award-winning development programs to support your career at every stage. Connected Manager - our leadership development program has already helped over 300 employees accelerate their growth!
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform TED Talks and Udemy Business materials and trainings.
• Cutting-Edge Technology: Position yourself at the forefront of IT innovation, working with the latest technologies and platforms. Capgemini partners with top global enterprises, including 145 Fortune 500 companies.
• Power to build a sustainable, more inclusive future: Be the change and engage in our initiatives like IT Girls rEvolution Academy, CharITy Hackathon, Tree Planting or Grant Program.

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on YouTube.

About Capgemini

Capgemini is the business transformation partner for enterprises in the age of AI. We help organizations imagine and build an intelligent, sustainable future, combining AI, technology and human ingenuity to transform how they operate, innovate and grow. With unique end-to-end capabilities spanning strategy, technology, engineering and intelligent operations, we bring together deep industry expertise and market-leading capabilities in AI, cloud and data to turn ambition into measurable business outcomes at scale. Supported by a robust ecosystem of partners and nearly 60 years of expertise, Capgemini is a responsible and diverse global organization of over 410,000 team members in more than 50 countries. The Group reported 2025 revenues of €22.5 billion.

Make it real | www.capgemini.com