Capgemini
Capgemini
Capgemini is a consulting and technology services company that helps organizations transform and manage their operations. Its work spans industries including aerospace, automotive, banking, healthcare, and logistics, with services covering cloud, cybersecurity, data and artificial intelligence, and enterprise management. Capgemini also focuses on innovation and sustainability as part of its approach to digital transformation. The company hires across a broad range of professions and experience levels, with an emphasis on building an innovative and diverse workforce.

Service Operations Manager, Telco Operations – Madrid Onsite | Capgemini

Lead critical telecommunications operations for Capgemini Engineering in Madrid. Oversee service levels, incidents, KPIs, and 24x7 operations teams.

Description

  • Oversee end-to-end service operations and ensure delivery against customer service commitments
  • Maintain comprehensive service visibility by identifying operational risks and anticipating deviations
  • Track service performance, quality, and availability metrics
  • Monitor SLAs, KPIs, and customer experience indicators
  • Coordinate the operational teams involved in service delivery
  • Lead operational response during critical situations and coordinate communication among stakeholders
  • Assess the impact of major incidents on customers, services, and contractual commitments
  • Serve as the primary operational contact for the customer's technical leadership
  • Oversee changes, scheduled maintenance, and other activities affecting service delivery
  • Drive automation, continuous improvement, and operational process optimization initiatives
  • Prepare and present executive reports on service progress, quality, and performance
  • Lead an operations team while ensuring efficiency, quality, and achievement of objectives

Requirements

  • At least five years of experience in a NOC, SNOC, or network operations center, with active responsibility for critical incidents and services
  • Experience leading high-impact incidents and coordinating customer and technical crisis bridges
  • Deep knowledge of telecommunications service operations and control center management
  • Experience tracking and managing SLAs, operational KPIs, and service quality metrics
  • Experience leading 24x7 operations teams, including shifts, on-call rotations, and escalations
  • Ability to engage with executive stakeholders and serve as the primary customer contact
  • Experience managing changes and scheduled work in critical environments
  • Knowledge of ticketing, monitoring, and operational reporting tools
  • Professional fluency in English and Spanish
  • Strong leadership, decision-making, and pressure-management skills
  • ITIL v4 certification is desirable
  • Previous experience with telecommunications operators or managed service providers is desirable
  • Knowledge of Power BI and operational dashboards is desirable
  • Experience driving automation and continuous improvement initiatives is desirable

Benefits

  • Training in technology and personal skills
  • Life and accident insurance
  • Medical insurance subsidized at 50%
  • 24 working days of vacation
  • Two personal days
  • December 24 and 31 as non-working days
  • Flexible compensation plan
  • Meal allowance
  • Additional financial support for remote work
  • Flexible working hours
  • Summer intensive working schedule
  • Family support benefits
  • Additional public holidays
  • Multicultural and accessible work environment
  • Professional growth opportunities

Related Jobs