Service Delivery Director

Overview

Job Description - Service Delivery Director (052982)

Job Title: Service Delivery Manager

Travel: 25%

Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group enables organizations to realize their business ambitions through an array of services from strategy to operations and is driven by the conviction that the business value of technology comes from and through people. Capgemini is a multicultural company with ~270,000 team members in almost 50 countries.

About Infrastructure Services: The Cloud Infrastructure Services Global Business Line provides cloud consulting and infrastructure build-and-run services, helping clients virtualize and optimize their IT estates through data center, helpdesk, network support, and service integration/maintenance. Our services also include infrastructure transformation to consolidate and migrate workloads and data centers.

EEO / Eligibility Applicants for employment in the US must have valid work authorization that does not require visa sponsorship.

Your career matters to you and to us. We offer visibility, leeway and support to help you grow, with comprehensive development and learning programs. Capgemini promotes a culture of diversity and is committed to equal opportunity in employment.

General

• Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction.
• Becomes a point of escalation for customer issues and for service towers regarding client issues, opportunities, and contractual obligations.
• Works with (AE if applicable), Operations and Region to plan the overall client relationship strategy, focusing on cost reduction, service improvement and new business.
• Collaborates with Capgemini legal team on contract items, issues and change requests.
• Works with OLs to track project status, issues and issue resolution.
• Sales and solution knowledge is preferable as the SDD may participate in customer orals, solution development or governance review stages.

Service Delivery

• Monitors SLA achievement and continuous service improvement performance to identify negative trends and implement get-well plans with OL.
• Consults and reviews SIP with OL. Oversees contract change process to ensure contractual consistency.
• Understands and influences customer demand for services and ensures delivery entities can fulfill the demand.
• Works with operations to ensure cost containment and reduction.

Service Quality and Improvement

• Ensures process documentation reflects ITIL best practices and client requirements; documents are reviewed and updated within agreed timescales.
• Assesses quality of work produced by teams delivering services to ensure consistency and accuracy.
• Provides feedback and coaching to avoid recurring errors.
• Acts as an escalation point for client issues, escalations and complaints.
• Manages customer satisfaction for owned services.

Financial control and support

• Responsible for account growth and meeting revenue and margin targets.
• Financial control (billing, WIP, AR, forecasting) and management of invoicing and cost.
• Creates account financials with Account Manager & OL; develops monthly Delivery Review deck and entries into the customer account portal.
• Forecasts revenue and costs for assigned project codes; ensures cost control is maintained.

Service Demand and Capacity

• Manages demand process execution, understanding, anticipating and shaping customer demand for services to align with IT organization planning.
• Delivers projects and services according to contract/SLA and target contribution margin.
• Manages Pattern of Business Activity (PBA) and User Profiles (UP) affecting business processes outside IT and related governance and financials.

SLA Implementation / Performance Reporting

• Controls measurement to ensure commitments are met; delivers timely and accurate monthly management reports and participates in review meetings.
• Reviews trend summaries, root cause analyses and other reports for completeness and contractual impact; provides service performance reporting to Client and Capgemini Management as required.

Client Relations and Service Development

• Contributes to development of contractual schedules and Service Level Agreements aligned with service line goals.
• Maintains close working relationships with Capgemini and client representatives; identifies business opportunities within the existing contract and engages in commercial negotiations; attends meetings with client executives to discuss performance, strategy and issues.

What we offer: See above for career development and diversity statements.

Regulatory / Legal Capgemini is committed to building a diverse workforce and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other…