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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.
- Solid 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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