Service Delivery Leader

3 months ago

Melbourne, Australia Capgemini Full time

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.

**Let’s talk about the role and responsibilities**
- Drives Customer centricity and is accountable to end to end services for the respective portfolio
- Provide management cover during Australia Time Zone for Applications Services within IT Services Organization.
- Manage communications to all stakeholders during any critical outages and major incidents.
- Track & drive the KPI’s derived from Metrics and Service Agreement.
- Track service performance against agreed service levels; remediate, as necessary.
- Continually review opportunities to improve the IT service(s) and service provision processes; develop and execute improvement plans.
- Participate in the IT Services Applications Workgroup and lead initiatives as assigned.
- Highly effective relationships (internal and external) that explores and identify potential areas of mutual commercial interest for future development, maintains an overview of the contribution of service delivery arrangements to organizational and Customer success.
- Creates an environment in which staff thrive, are engaged, and energized to contribute, who derive personal and professional fulfilment and perform at their optimum.
- Compliance with ITIL processes for Support and Agile (POD model) for Development.

**Let's talk about the team**

Our Applications Managed Services team help our clients create more value for their business and improve efficiency through IT Systems. Our services are highly industrialized, underpinned by robust SLAs, based on industry-standard best practices, and delivered by a cost-effective mix of onshore, nearshore, and offshore resources. We're about more than 'keeping the lights on for less' - we provide a commitment to continuous improvement and value generation.

**Let’s talk about your capability and experience
**- Open and effective communication skills
- Stakeholder management skills and abilities to manage concurrently 20+ business and IT stakeholders.
- Ability to drive resolution of major production issues in multi-vendor environment.
- Understanding and Compliance to Agile Principles to drive development of user storis in a monthly sprint (POD model)
- Demonstrated experience in the implementation and management of ITIL framework.
- Demonstrated technical experience for at least 8 years.
- Demonstrated project management, service management, stakeholder management and vendor management experience for at least 5 years.

**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**

**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. _
- LI#PB1_

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