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Service Delivery Manager
3 months ago
Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what's possible. Capgemini. Get the future you want. For more about why Capgemini
Let's talk about the role and responsibilities
As a Service Delivery Manager, you will ensure services are delivered according to our contractual agreements with a range of clients and ensure customer satisfaction through effective management of service delivery. You will respond to client escalations, issues, and requests and manage effective delivery of services to clients including incidents, problems, action items and service requests (ITSM).
In this role, you will be:
- Ensuring obligations as per the contract deliverables including SLA's, OLA's and KPI's are met.
- Ensuring and achieving high level of client satisfaction with respect to delivery of all required services.
- Working collaboratively with the operations teams to achieve the delivery of the contracted day to day operational services
- Ensure internal and customer expectations are met as part of our strategic alignment.
- Manage the billing, financials and reporting for your clients.
- Support the whole contract lifecycle from negotiation to implementation, renewal and transition
- Act as the first point of service escalation for resolver groups to our clients.
- Drive continual services improvement initiatives
- Drive risk management to ensure risks are identified, assessed, mitigations defined, and the risks are maintained.
- Maintain and develop relationships with key customer stakeholders
Let's talk about the team
Our Cloud Infrastructure Services practice brings together the right technology, processes, and culture to deliver business agility and cost reduction to our clients. We provide cloud focused delivery services on areas such as hybrid cloud, workplace services, security, and cloud service management/delivery.
Let's talk about your capability and experience
- Commercial and operational experience as a Service Delivery Manager across multiple concurrent accounts.
- Attention to detail in reporting and administration activities.
- Outstanding negotiation skills with the aptitude to ensure win/win situations for all parties
- Excellent customer relationship building and management skills
- Proven experience in building sustainable business relationships with the customer at all levels
- Experience in change management across a multi-disciplined, matrix team structure
- Excellent verbal and written communication and presentation skills
- knowledge of contract management issues
- Ability to take ownership of and manage small scale projects
- ITIL qualifications and/or experience of service delivery management within an ITIL framework
- Strong budget management skills
About Capgemini
At Capgemini, we are more than just a business, we are a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people and our communities get the future they want.
Our people are the key to making this vision a reality, which is why we have been recognised by the Australian Workplace Equality Index as LGTBQ+ 'Employer of the Year' and 'Inclusion of Trans and Gender Diverse Employees' for the past two years. We believe in creating a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work, contributing to our inclusive culture and truly belong, and our staff-led community groups are a testament to this commitment. We are committed to being active allies for everyone.
We believe by combining the power of the latest technology with our human energy, we can drive sustainable thinking into our operations and the work we do with clients. Its why we are committing to being carbon neutral for our own operations no later than 2025 and across our supply chain by 2030, and committed to becoming a net zero business by 2040.
Empower yourself with the knowledge and skills you need to succeed with our access to premier learning platforms, sought-after certifications and boundless development opportunities. You'll be encouraged to gain at least 40 hours of training each year.
For over 50 years our values and ethics have been at heart of our identity. From our approach to ethics to the way we interact with one another, honesty, boldness, trust, freedom, team spirit, modesty, and fun guide and inspire all we do and have led to us being recognised as one of the World's Most Ethical Companies by the Ethisphere Institute 10 years in a row.
Our Commitment to Diversity & Inclusion
Don't meet every single requirement for this role? Studies have shown women and people from diverse minority backgrounds are less likely to apply to jobs unless they meet every single requirement. At Capgemini, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly, we encourage you to apply and tell us what you can bring to the role.
We understand for some people, a standard hiring processes can come with challenges. If you are living with a disability, are gender diverse or neurodivergent and we can provide support with access requirements or by making an adjustment to our hiring process, please contact us at
Information Security and Compliance
Capgemini Australia has developed and manages, process orientated Management Systems compliant to the requirements of ISO9001, ISO27001 and ISO14001. We are committed to delivering secure solutions and services through state-of-the-art processes and continual improvement frameworks in line with industry best practices as well as contractual, statutory, and regulatory requirements.
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