Service Delivery Manager

3 weeks ago

Perth, 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
- Manage the billing financials and reporting for your clients
- Ensuring Capgemini meets and/or exceeds its obligations as per the contract deliverables including SLA, OLA and KPI’s
- Support the whole contract lifecycle from negotiation to implementation renewal and transition
- Provide effective and timely information to the managers of service delivery teams to ensure a high level of customer satisfaction is achieved
- Ensure that effective communication on the services delivered is provided to customers (including month or weekly service delivery reports) with the agreed timeframes
- Act as the first point of service escalation for resolver groups to our clients.
- Drive continual services improvement initiatives across the account that benefit both Capgemini and the client
- 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

You'll be working within a varied complex role with many of Capgemini's valued customers working with an accomplished team in a collaborative atmosphere.

Let’s talk about your capability and experience
- Commercial and operational experience as a Service Delivery Manager
- 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
- Extensive 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

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 becoming a carbon neutral business by 2025 and net zero by 2030.

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.

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