Service Delivery Manager
About the job you're considering
This is an exciting time as we support large scale client transformation across a wide range of technologies. In this crucial role as Service Delivery Manager you’ll work with our Capgemini team supporting one of our largest clients globally.
This role is suitable for an individual who enjoys being part of a flexible, diverse team in a complex and variable environment. You will be the single point of contact between the Service Managers and the Delivery Teams, acting as an escalation point for live service issues. The role will involve ownership of existing and new services, managing customer relationships, including preparation for business events, forecasting, and improvement initiatives. You will ensure that team financial forecasts are managed in a regular and timely manner and that actuals are accurately reported as part of the M-Review cycle with support from PMO. You will support the Incident Management processes and manage the communication response, ensuring the required information is available to both management, technicians, and the business. You will also support the Major Incident processes and manage the communication response to ensure the required information is available when needed. Reporting of uptime and availability of the live operational services/infrastructure, including the management of Service Level Measures and associated commercial discussions, is also part of this role. This role benefits from hybrid working and would require you to come into our office on average two to three days per week, fluctuating based on business needs. Our offices are based in Telford and Worthing.
Hybrid working:The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work from home 100% of the time.
If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service).
Your role
* Co-ordinate delivery of services ensuring they are delivered in line with contractual obligations and Service Levels via appropriately skilled and managed staff. Business disruption due to service outages is minimized.
* Manage finance in accordance with Capgemini and MU financial policies where applicable.
* Support services to forecast capacity.
* Ensure services are fit for purpose, use, and support, with mitigated risk and delivered to agreed measures.
* Ensure new or changed services are fit for purpose and seamlessly transitioned into Live.
* Work closely with Delivery Centers and 3rd Party Suppliers to ensure they are aware of and are fulfilling their Service Delivery responsibilities in line with the agreed processes and measures.
* Ensure senior stakeholder requirements & perceptions are successfully managed and escalation is appropriate and timely.
* Develop and manage relationships with the Customer, acting as a single point of contact for Capgemini and identifying and developing potential opportunities or business development.
* Work collaboratively with Delivery Centers, Clusters, and Central Delivery Operations (CDO), contributing to the overall success of the Delivery Unit.
* Ensure Service Overview Documents are complete, accurately reflect Capgemini responsibilities, and protect Capgemini. Manage risk appropriately.
You can bring your whole self to work. At Capgemini, equity, diversity, and inclusion are part of everyday life and will be part of your working reality. We have built an inclusive and welcoming environment for everyone.
Your skills and experience
We are looking for an individual who is prepared to be flexible, covering a variety of different activities in the Service Management space. We are looking for someone who is not afraid to take on a challenge, take ownership of issues, and help develop the future strategy and service framework. Flexibility to provide out of hours on-call escalation cover for the live services will also be required. Qualified ITIL Expert/Master, Service Management, and Introduction on high performance/high availability systems. Cloud experience desirable.
* Interface with key third parties and their internal functions.
* Support service delivery and service improvements.
* Take ownership of service issues.
* Excellent communicator and stakeholder management.
* Lead in alerting, reporting, and monitoring of live service.
* Report against SLA and KPI’s, produce management information with detailed analysis.
* Proactively engage with and lead major incident management when required.
* Lead and assist with continuous service delivery improvement initiatives.
* Confident working in an Agile environment.
Your security clearance
To be successfully appointed to this role, it is a requirement to be eligible for Security Check (SC) clearance. To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years and have permanent residency in the UK.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.
What does 'Get The Future You Want' mean for you?
* You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organization. We see a healthy and happy workforce as a critical component for us to achieve our organizational ambitions. To help support wellbeing, we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
* You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.
Why you should consider Capgemini
Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a diverse collective of free-thinkers, entrepreneurs, and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.
About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market-leading capabilities in AI, cloud, and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.
Ref. code: 8596
Posted on: 6 Jan 2025
Experience Level: Executives
Contract Type: Permanent
Location:
Telford, GB
Brand: Capgemini
Professional Community: Delivery Excellence
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