Service Delivery Manager

1 week ago

Sydney, New South Wales, Australia Capgemini Full time
Service Delivery Manager

Capgemini is seeking a Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for ensuring that client business application systems are maintained and supported to achieve an efficient and effective delivery of services aligned to contractual obligations.

Key Responsibilities:

  • Manage application configuration and upgrades, problem analysis and resolution for complex application problems, in conjunction with clients and external application or service providers where necessary.
  • Define, develop, and provide application problem analysis and resolution services for complex application problems in conjunction with clients and application suppliers.
  • Ensure there are robust procedures and processes within the service delivery team. Provide proactive application management to drive down the reactive and unpredictable element achieving a higher throughput of application issues.
  • Improve application functionality and performance and provide suggestions for system and business improvement.
  • Deliver continuous improvement, enable industrialization and innovation to the client by leveraging Capgemini best practices and methods.
  • Contribute to the planning of application/infrastructure releases and configuration changes. Provide input to application/infrastructure scalability.
  • 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 business applications supported are maintained to the highest possible standard with maximum levels of attainable productivity and efficiency.
  • 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.
  • Ensure that each stakeholder group is regularly consulted with and/or informed across pertinent business application issues, upgrades, maintenance, and other changes.
  • 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.
  • Provide specialist advice to key stakeholders about best ways to meet business IT requirements regarding applications support. Manage escalations from the client.
  • 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.

About the Role:

This is an exciting opportunity to join our Applications Managed Services team, where you will be responsible for delivering high-quality application support services to our clients. As a Service Delivery Manager, you will be the key point of contact for our clients and will be responsible for ensuring that their business application systems are maintained and supported to achieve an efficient and effective delivery of services.

What You'll Need:

  • Proven experience in application support and service delivery.
  • Strong technical skills, including experience with Java,.Net, and AWS.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Strong problem-solving skills and ability to think critically.
  • Experience with ITIL methodology and service management.
  • Ability to lead and motivate a team.
  • Strong business acumen and understanding of business operations.

What We Offer:

At Capgemini, we offer a competitive salary and benefits package, as well as opportunities for career growth and professional development. We are committed to creating a diverse and inclusive workplace, where everyone feels valued and supported.

How to Apply:

If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information].

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