Service Delivery Manager

3 months ago

Sydney, 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
**- **Deliver continuous improvement, enable industrialization and innovation to the client by leveraging Capgemini best practices and methods.**:

- **Follow appropriate engagement procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).**:

- **Lead and priorities the team’s workload; ensure mechanisms are in place to plan, maintain and track a dynamic view of work priorities and team availability.**:

- **Ensure the services are delivered with the budget and contractual obligations (Financial Management)**:

- **Execute weekly, monthly, and other contractual operational meetings with client. Manage resourcing / hiring, internal training, skill enhancement, cross trainings, and communications with Capgemini support teams as required.**:

- **Assess support currently provided along with the dimensions of team capability and engagement; to identify and progressively close any capability gaps which may emerge.**:

- **Manage demand and supply for additional work and/or Service Requests with client. Plan stakeholder management in conjunction with the Account Team.**:

- **Influence and re-align stakeholders’ expectations where necessary.**:

- **Develop strong working relationships with key stakeholders to understand and ensure that the technology and support needs are identified and understood.**:

- **Ensure understanding and engagement with vision, purpose, and strategic considerations for the engagement. Inspire confidence and urgency within the team for the delivery of timely, high-quality service.**:

- **Foster a culture of continuous improvement. Drive a focused commercial perspective with awareness of delivery cycle times Engage, support, motivate and develop capability and potential in the team.**:

- **Reward and recognize good performance aligned to organizational values and goals and manage poor performance in a timely manner.**

**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**
- **Looking for Techno functional service delivery manager with Java/.Net/AWS/Integration**:

- **Manage and assures the qualities of delivery to the client, by ensuring Process Implementation, compliance, incident management & Continuous Service Improvement**:

- **Identify, Mitigate and Monitor Risks and Issues in the delivery**:

- **Managing weekly /Monthly review steerco meeting.**:

- **Ensure that service levels are met in line with the SLAs defined, based on clear understanding of the contract and the SLAs defined therein.**:

- **Oversee delivery related forecasting and reporting as needed**:

- **Mentor delivery team on ITIL methodology and drive consistent processes**:

- **Participate in transition activities, as needed, to ensure that service is not impacted while transitioning any service**:

- **Protect the interest of client and delivery, by challenging the construct of the project and by demonstrating continuous service improvements and innovation through triggers like but not limited to**:

- **Best practice implementation**:

- **Drive process efficiency**:

- **Develop new solutions based on sector/ technology trends**:

- **Set up and manage upkeep of service delivery model, in alignment with contractual obligations, including artifacts like organization structure, staffing plan, shift plan, quality plan, Service Improvement Plan, release plan, training plan etc.**:

- **Management and improvement of delivery financials like but not limited to**:

- **E2E Contribution Margin, DVI; Offshore leverage and Offshore staffing pyramid**:

- **Contribute towards account mining/ improved portfolio deployment on own service portfolio**:

- **Establish client satisfaction criteria (jointly with the onshore team), and regularly monitor client feedback to measure satisfaction levels against established criteria**:

- **Build Positive Rapport with the Key business stakeholders of internal, onshore and client teams**:

- **Ensure retention of delivery team by effective management of people processes such as: expectation setting and goal definition, timely performance reviews & continuous feedback**:

- **Capability development & training management of delivery tea

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