Service Catalogue Lead; On-Site

Position: Service Catalogue Lead (On-Site)
Location: Urmston

About the job you’re considering

The Service Catalogue Lead is accountable for the strategic direction, governance, development, and continual improvement of the Service Catalogue. This role ensures that service offerings are accurately defined, standardised, accessible, and aligned with both business objectives and user needs. Working closely with service owners, operational teams, and key stakeholders, the Service Catalogue Lead drives service transparency, establishes catalogue management standards, and promotes best practices across the organisation.

Through effective governance, process optimisation, and the use of data-driven insights, the role enhances the end-user experience, supports efficient service delivery, and enables informed decision-making across the service management landscape.

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.

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

Own and manage the Service Catalogue, ensuring all service offerings, request items, and supporting information are accurate, current, and aligned to business requirements.

Drive the effectiveness, quality, and continual improvement of the Service Catalogue, identifying opportunities for standardisation, simplification, and automation.

Work closely with Service Owners, Operational Teams, and Business Stakeholders to develop, review, and enhance catalogue services throughout their lifecycle.

Establish and maintain appropriate governance, reporting, and performance measures to monitor catalogue health, service adoption, customer experience, and compliance with agreed standards.

Ensure all catalogue changes are assessed, documented, approved, and communicated effectively, maintaining alignment between service definitions, fulfilment processes, and operational delivery.

Act as the central point of expertise for Service Catalogue management, promoting best practice, supporting stakeholder engagement, and driving continuous improvement initiatives across the organisation.

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 experience

Proven experience in Service Catalogue Management, Service Management, or a related ITSM function.

Strong understanding of ITIL principles and IT Service Management best practices, with an ITIL qualification desirable.

Experience managing and maintaining Service Catalogue and Request Catalogue services within Service Now or similar ITSM platforms.

Demonstrable experience in service governance, service lifecycle management, and driving continual service improvement initiatives.

Ability to collaborate effectively with Service Owners, Technical Teams, and Business Stakeholders to develop and optimise service offerings.

Strong analytical, organisational, and problem-solving skills, with the ability to use data and insights to drive decision-making and improve service performance.

Experience defining, documenting, and maintaining service definitions, request models, workflows, and supporting service documentation.

Excellent communication and stakeholder management skills, with the ability to influence and engage teams across all…