This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
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LOCATION: We are looking for a Service Delivery Director in Oak Brook, IL. We have a second role in Raleigh, NC Candidate must be local to one of these areas and/or willing to relocate at their own expense. We do not offer relocation assistance.
SERVICE DELIVERY MANAGER (SDM)
ABOUT INFRASTRUCTURE SERVIES
The Infrastructure Services business unit reflects the Collaborative Business Experience, combining Capgemini’ s consulting, infrastructure build and run capabilities, as well as the provision of cloud based services in an integrated global sales and delivery model. The group provides infrastructure outsourcing services, including data center, helpdesk and network support, as well as market leading services such as service integration and cloud brokering orchestration. The group also provides infrastructure transformation services, helping clients to virtualize and optimize their technology estates.
MAIN PURPOSE OF THE ROLE:
· Ensuring end-to-end contractual compliance of the run services as delivered by the Service lines.
· Transformation and project delivery, including adoption of change management.
· Having total overview of all services, spotting risks and adjusting plans and execution in cooperation with the Operation Technical Delivery Manager (ODM).
· In case of an Anchor account, the SDM is accountable for overall bookings, revenue and CM% and OTACE on the account, dotted line reporting to the Head of Operations in the region.
· In case of a Strategic or Target account, the SDM is accountable for contract revenue, CM% and OTACE on the account, dotted line reporting to the Account Executive within the account.
· Identifies further service/project opportunities to grow business & revenue;
· Understands, anticipates and influences customer demand for services and ensures that service delivery organizations are capable to fulfil the demand;
· Client Intimacy;
· Works closely with assigned ODMs to address client needs and demands
· Assists with developing solutions that meet client needs and can be delivered in a fashion that allows firm financial targets to be achieved.
· Know where to go within the delivery organization to get issues addressed and resolved.
· Maintains compliance to regulatory obligations and ensures that operations are delivered securely.
KEY RESPONSIBLITIES:
General
Coordinates all services delivered to the customer, in compliance with the contract
Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfil the demand
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 / contractual obligations;
Works closely with (AE if applicable, ODM and Region) to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses.
Works closely with Capgemini legal team on contract items, issues and change requests
Works closely with the ODM’s to track project status, issues and issue resolution. The ODM’s proactively manage the teams providing in scope services.
Typically the scope of the services will be span multiple technology towers/services or multiple geographies, requiring coordination with multiple ODM’s or Delivery Team Leaders.
Accounts can span multiple practices, with little some cross line of business activity, Apps, Consulting, BPO coordination of service delivery, reporting, and escalation.
Vertical industry knowledge of the customer domain would be assumed or gained during term of contract.
Sales and Solution knowledge would be preferable as SDM may be asked to participate in customer orals sessions, solution development or governance review stage gates.
Service Delivery
Monitors SLA achievement and CSIP performance to identify negative trends and agree with ODM get-well plans implementation;
Consult and review SIP with ODM. Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency;
Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfil the demand
Works with operations to ensure cost containment and reduction is per the deal solution.
Service Quality and Improvement
Works with ODM and Vendors to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales;
Assess quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information;
Provides feedback and coaching to avoid reoccurring errors;
Acts as an escalation point for client issues, escalations and complaints;
Manage OTACE for owned service
Reporting internally and to client (M-pack, risk & issue log, N2K, SQP, client alert)
Financial control and support
Financial control (billing, WIP, AR, forecasting)
Manage financial cycle including invoicing and cost management;
Creates the account’s M-Pack in collaboration with Account Manager or Head of Operations. On smaller accounts, develops the monthly D-Review deck & entries into customer account portal
Forecasts revenue and costs for the assigned project codes;
Ensures that cost control is maintained for the assigned project codes.
Service Demand and Capacity
Manages , recognized in the whole IT organization, demand process execution, understands, anticipates and shapes customer demand for services and re-align and plan it with IT organization
Focus is on delivering projects and services according to contract/SLA and target CM%
Manages Pattern of Business Activity (PBA) and User Profiles (UP) reflecting and influencing bi-directionally the changes to business processes outside the IT organization, Service Design impact, Service Portfolio evolution, Business Relationship Management output, Financial Management, Continual Service Improvement
SLA Implementation/Performance Reporting
Controls measurement and analysis management to ensure all commitments are met;
Ensure timely delivery and accuracy of regular (monthly) management reports for client and attends review meetings (if applicable);
Review’s summary reports on trends, root cause analysis and other reports before they are provided to the client for completeness, contractual requirements, SLA impact and service impacts;
Provides service performance reporting to Client and Capgemini Management (as required).
Client Relations and Service Development
Has a substantial input in the development of contractual schedules and Service Level Agreements in line with the current service line aspirations;
Develops and maintains close working relationships with representatives of Capgemini in the world and Client;
Identifies and assists in the perusal of business opportunities within the existing contract with the Client.
Recognizes commercial opportunities and engages in Commercial negotiation Attends meetings with client executives to discuss service delivery performance, strategy and issues
Qualifications
8-10 years of outsourcing experience, bachelor's degree;
Extensive experience in the delivery of customer services to develop, maintain and improve the relationship with the client;
Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided;
Experience in a service line operational role providing infrastructure, application management or BPO/Customer Care services;
Detailed understanding of the various service level agreements and the performance measures required to manage the agreements and the relationship with the clients;
Excellent customer relations skills to understand client concerns and requirements;
Be able to assume overall control of and resolve complex customer issues;
Experience in project and program management;
Expert knowledge in all areas of data center management and delivery in an outsourcing environment;
· Excellent understanding of financial management in an outsourcing environment.
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