Company description:
CAPGEMINI SERVICE SAS
Job description:
Your Role
We are seeking a Performance and Reporting Manager to define, monitor, and improve service performance across IT and business services. This role is critical in ensuring Service Level Agreements (SLAs) are effectively developed, maintained, and tracked, providing actionable insights to enhance service delivery and stakeholder satisfaction.
This role will see you focused across the below:
* Develop and maintain SMART SLAs for IT and business services.
* Collaborate with stakeholders to ensure SLAs are clear, measurable, and aligned with business objectives.
* Participate in contract negotiations and vendor management to secure favorable SLA terms.
* Implement tools and processes to monitor service performance against SLAs.
* Collect and analyze performance data from IT systems, monitoring tools, and user feedback.
* Identify trends, insights, and areas for improvement in service delivery.
* Produce regular performance reports and dashboards for leadership and stakeholders.
Your Experience
* Proven experience in performance management, reporting, or service delivery roles.
* Strong understanding of SLA development and management.
* Proficiency in data analysis and performance monitoring tools including PowerBI
* Excellent communication and stakeholder engagement skills.
* Experience in vendor management and contract negotiation is a plus.
* Ability to translate data into actionable insights
For this role you will need to hold valid NV1 or NV2 to be considered due to our clients security requirements.
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, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.