Service Delivery Manager

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**
As a Service Delivery Manager, you will play a crucial role in overseeing and managing the delivery of IT services within the organisation. This position requires a strategic thinker with a strong technical background and exceptional leadership skills.

You will partner with stakeholders to ensure services align with business objectives and projects are executed seamlessly. You will also manage the complete contract lifecycle, from negotiation and implementation to renewal and transition.

In this role, you will get to:

- Ensuring Capgemini meets and/or exceeds its obligations as per the contract deliverables including SLA’s, OLA’s and KPI’s.
- Work collaboratively with SDM Community teams to achieve the delivery of the contracted day to day operational services.
- Ensure Capgemini and customer expectations are met as part of our strategic alignment by collaborating with senior management to align IT services with organisational goals and objectives.
- Manage the billing, financials and reporting for your clients.
- 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.
- 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.
- Identify and mitigate risks associated with IT service delivery.
- Develop and implement contingency plans to address potential disruptions.
- Maintain and develop relationships with key customer stakeholders

**Let's talk 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 delivery services on areas such as hybrid cloud, workplace services, security, and cloud service management/delivery.

**Let’s talk about your capability and experience**
- Commercial and Operational experience as a Service Delivery Manager
- Attention to detail in reporting and administration actitivies.
- 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
- Excellent verbal and written communication and presentation skills.
- Knowledge of contract management issues
- Strong understanding of human resources practices, employment laws, and best practices.
- Excellent communication, interpersonal, and conflict resolution skills.
- Ability to build and maintain positive working relationships.
- Knowledge of performance management processes and strategies.

**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 being carbon neutral for our own operations no later than 2025 and across our supply chain by 2030, and committed to becoming a net zero business by 2040.

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 Institut