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Service Excellence Manager

3 weeks ago

Canberra, ACT, Australia beBeeLeadership Full time
Service Delivery Strategist

This role offers the opportunity to lead complex multi-vendor environments and drive service excellence across client engagements. As a seasoned professional in IT service management, you will be responsible for managing supplier relationships, defining performance metrics, and coordinating contract and SLA alignment.

Key Responsibilities:
  • Manage supplier management processes and define performance metrics.
  • Set up and maintain reporting requirements for each provider.
  • Coordinate contract and SLA alignment to ensure consistency in expectations.
  • Oversee supplier performance and drive continuous improvement.
  • Resolve issues and foster strong provider relationships.
  • Lead governance and service improvement initiatives across ITSM operations.
Required Skills and Qualifications:
  • Extensive experience in ITIL, SIAM, and end-to-end service management.
  • Proven leadership in ITSM operations and vendor relationship management.
  • Strong track record of SLA/OLA compliance in complex environments.
  • Ability to implement robust governance frameworks and drive service excellence.
  • Demonstrated success in process optimization and team development.
  • Effective stakeholder engagement and communication skills.
Benefits:
  • You will be part of a diverse collective of free-thinkers, entrepreneurs, and industry experts.
  • Enjoy a positive work-life balance with hybrid working arrangements.
  • Access to countless learning and development opportunities, including thinktanks, hackathons, and 250,000 courses.
  • A range of core and flexible benefits, including a Peer Recognition Portal called 'Celebrate'.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world.