Service Delivery Manager

24 hours ago

Melbourne, Victoria, Australia Capgemini Full time

Join to apply for the Service Delivery Manager role at Capgemini
Choosing Capgemini means you will be empowered to shape your career, supported and inspired by a collaborative community of colleagues around the world, and able to reimagine what's possible.
Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Overview
As a Service Delivery Manager, you'll work alongside a team within the DCX service line and partner closely with our clients on a variety of collaborative and innovative engagements.
Responsibilities
Ensure that client business application systems are maintained and supported to achieve efficient and effective delivery of services aligned to contractual obligations (Service Levels, KPIs, and others).
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.
Improve application functionality and performance and provide suggestions for system and business improvement.
Contribute to the planning of application/infrastructure releases and configuration changes.
Provide input to application/infrastructure scalability.
Follow appropriate engagement procedures and policies (change control, security and auditing, release, configuration, problem and incident management).
Influence and re-align stakeholders' expectations where necessary.
Provide specialist advice to key stakeholders about the best ways to meet business IT requirements regarding applications support.
Manage escalations from the client.
Drive a focused commercial perspective with awareness of delivery cycle times.
Qualifications
Extensive experience supporting/administering large-scale support services.
Senior-level 10–12 years' experience in leadership roles, managing large-scale IT infrastructure and/or cloud support services.
Proven experience in leading, managing and mentoring support teams.
Highly proficient in Incident and Problem Management.
Demonstrated experience in providing services aligned to agreed SLAs and OLAs.
Comprehensive knowledge of the ITIL Framework and/or experience in IT operations management using ITIL with an understanding of the full IT lifecycle.
Demonstrable experience in influencing conflict resolution.
Excellence in customer service with the ability to develop partnerships with key stakeholders and business units.
Strong ability to plan and deliver impactful and persuasive oral and written communications to the intended audience.
What You'll Love About Working Here
Be part of a diverse collective of free-thinkers, entrepreneurs, and industry experts with opportunities for career growth.
Hybrid working and flexible arrangements to support work-life balance.
Numerous learning opportunities and access to certifications to support your career exploration.
Total Reward package with core and flexible benefits and a Peer Recognition Portal.
Active inclusion initiatives that encourage bringing your whole self to work.
Apply today
Capgemini is a global business and technology transformation partner helping organizations accelerate their digital and sustainable transitions.
Capgemini is a diverse group of 340,000 team members in more than 50 countries, delivering end-to-end services across strategy, design, engineering, AI, cloud and data, and a partner ecosystem.
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