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**

Ownership and accountability for the following:

- Ensure that client infrastructure is maintained and supported to achieve an efficient and effective delivery of services aligned to contractual obligations (Service Levels, KPIs, plus others)
- Manage configuration and upgrades, problem analysis and resolution for complex problems, in conjunction with clients and external service providers where necessary
- Define, develop, and provide problem analysis and resolution services for complex problems in conjunction with clients and suppliers
- Ensure there are robust procedures and processes within the service delivery team
- Provide proactive management to drive down the reactive and unpredictable element achieving a higher throughput of issues
- Deliver continuous improvement, enable industrialisation and innovation to the client by leveraging Capgemini best practices and methods.
- Contribute to the planning of infrastructure releases and configuration changes
- Provide input to infrastructure scalability
- Follow appropriate engagement procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)
- Lead and prioritise the team's work load; ensure mechanisms are in place to plan, maintain and track a dynamic view of work priorities and team availability
- Manage risk and issues
- 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
- Influence and re-align stakeholders' expectations where necessary
- Develop strong working relationships with key customer and internal stakeholders to understand and ensure that the technology and support needs are identified and understood
- Manage escalations from the client and internally
- Ensure invoicing is accurate and timely

**Let's talk about the team**

Our Cloud Infrastructure Services & Modern Work (CIS &MW) 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 cloud strategies that have enabled our clients to adopt a cloud-first approach to achieving their business objectives. Our Cloud Infrastructure Services enable enterprises to overcome the barriers to cloud adoption and manage the real business risks.
Team Management (Onshore & Offshore)

**Let's talk about your capability and experience**:

- Tertiary qualifications at degree level in information technology, or extensive proven direct relevant experience
- ITIL v3 Practitioner or Expert Certification
- Extensive experience supporting/administering large scale IT infrastructure
- 7+ years' experience in a Senior Service Delivery Lead/Manager role
- Experience in leading, managing and mentoring teams
- Highly experienced in Incident and Problem Management
- Experienced in providing services to agreed SLA's and OLA's
- Extensive knowledge and experience in information technology operations management using ITIL with knowledge of the full IT lifecycle
- Budget and forecasting experience
- Demonstrable experience in influencing conflict resolution
- Excellence in customer service with the ability to develop partnerships with key stakeholders and business units
- Ability to plan and deliver oral and written communications that are impactful and persuasive to the intended audience

**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