Service Delivery Expert

3 weeks ago

Melbourne, Victoria, Australia Capgemini Full time
About the Role

Come and be part of a diverse global collective of strategic and technological experts who are passionate about using technology to reimagine what's possible at Capgemini.

As a Service Manager, you will be working within a varied complex role with one of our valued customers, collaborating with an accomplished team in a dynamic atmosphere.

You will provide onsite and remote Major Incident Management and Problem Management leadership and practitioner capability as part of the service engagement.

Key Responsibilities
  • Facilitate and direct Major Incident Resolution sessions with multiple service partners, ensuring MIM communication and escalation occurs.
  • Liaise with Customers and Resolver Teams to determine priorities, resourcing and time frames.
  • Proactive analysis of events/incidents and identify underlying Problem statements.
  • Perform/drive structured Root Cause Analysis.
  • Develop strong, positive relationships with key stakeholders within Capgemini and our Customer's business.
About the Team

Our Cloud Infrastructure Services practice brings together the right technology, processes and culture to deliver business agility and cost reduction to our clients.

We provide cloud focused client advisory and delivery services on areas such as hybrid cloud, workplace services, security, service desk and cloud service management/delivery.

Capgemini has proven experience in building cyber security strategies that have enabled our clients to adopt security protection approaches to achieving their business objectives.

About You

We are looking for a professional with

  • Extensive incident and problem management experience with demonstrated experience operating a successful implementation of ITIL incident management processes within large and complex IT environments.
  • A strong service management attitude, with commitment to quality standards and continuous improvement.
  • Solid Leadership skills.
  • Comprehensive understanding of service delivery technologies and the application of these technologies relevant to IT Service Management.
  • Understanding of issues associated with service delivery management, SLA management, Risk Management and outsourced service delivery and associated activities.
  • Strong written and verbal communication skills and confidence in a client facing role.
  • Sound understanding of the ITIL framework with practical experience of operating ITIL aligned Incident and Problem Management process.
  • Ability to autonomously lead and direct a resolution team as a Major Incident Manager, whilst maintaining progress communication with the customer.

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