Service Delivery Leader

6 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.**
- Be the IT point of contact to liaise with business for all IT events, activities, change, and major incidents.
- Serve as the primary point of contact for business regarding questions and issues arising from the delivery of Services.
- Day to day interactions and steer relationship with account Architects, Service Delivery Manager(s) (SDM) - Application, Infrastructure, Service Management, Service Desk and End-user computing (these SDMs manage IT Service Operations under a Managed Service model with 200+ team).
- Own the incidents during the local time zone and work closely with IT teams / business / partner delivery teams for incident, releases, and / or problem resolution as per agreed SLAs.
- Investigate and analyze deviations (including proactive troubleshooting and root cause analysis) to agreed support service levels with SDMs and provide a level of customer service focus and responsiveness to ensure delivery as per service level agreements.
- Work with account Architects for Continuous IT process improvement and re-engineering including but not limited to identify, analyze, lead to increase operational efficiency.
- Work with customer’s value stream heads and SDMs including tracking for any new staffing demand requests.
- Work with customer’s value stream heads and SDMs including tracking for any risk and compliance requirements.
- Proactively identify opportunities to improve business satisfaction and implement strategies to achieve these goals.
- Monitor Business metrics and KPIs, providing regular reports to upper management.
- Responsible for overseeing the development of new services and products based on current trends in the industry.
- Responsible for developing and maintaining relationships with 3rd party vendors.

**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
- Bachelor’s degree in computer/IT.
- 15+ years of experience. Should have played business facing roles in logistics/warehouse business domain.
- Experience in end-to-end Logistics, 3PL environment business process and products e.g., Blue Yonder Dispatcher, Blue Yonder Discrete, Ramco, etc.
- Build client relationships based around product expertise and local operating conditions.
- Able to work across cultures, understand how each culture thinks and deal effectively with cultural differences.
- Should have good experience in Providing overall leadership to engagements, management of escalations.
- Act as a primary interface between Capgemini and Customer (including end customer) in delivering a seamless and exceptional customer experience.
- Responsible for overseeing the day-to-day business operations from Technology perspective in Logistics - Warehouse and Transport domain.
- Work closely with Business Operations team for developing new ways to improve the efficiency or quality of IT services. This might include creating new processes or procedures for handling customer requests or complaints, implementing technology solutions.
- Work collaboratively with Business, IT teams to ensure smooth IT services delivery. Lead a dedicated team of approximately 5+ Application Maintenance FTEs located in Australia.

**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 o

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