Service Delivery Manager

1 week ago

Toronto, Ontario, Canada Capgemini Full time

About Capgemini


Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology.

The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future.

It is a responsible and diverse organization of over 360,000 team members in more than 50 countries.

With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.

The Group reported in 2022 global revenues of €22 billion.

About Infrastructure Services:


The Cloud Infrastructure Services Global Business Line is Capgemini's consulting and infrastructure build-and-run provisioning offering and supports the group's cloud-based services.

As part of the integrated cloud offering from Capgemini, Cloud Infrastructure Services delivers a broad range of cloud services to build and support the hybrid cloud estate by encompassing the leading public cloud players and leading private cloud technologies.

With EUR 1.5 billion annual revenue, Cloud Infra Services helps clients virtualize and optimize their IT estates through infrastructure outsourcing services such as data center, helpdesk, network support, and service integration and service maintenance support.

Our other services also include infrastructure transformation services-helping clients consolidate and migrate entire workloads and data centers.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini

Job Title:
Delivery Director - Service Delivery Manager

Location:
Toronto, ON

Travel: 25%

  • Job Description: The Service Delivery Director (SDD) is the interface role between Client, Account Executive and Service Delivery Operations that provide the different IT Infrastructure services to the client. In this role the SDD is accountable for managing the contract obligations, the financial agreements (revenue, billing), organic sales opportunities and overall client satisfaction. This role is accountable for the timely completion of all internal reporting within business lines and external reporting to the client teams. The SDD is responsible for cost control, add on sales at defined contribution margins, customer satisfaction & managing our services to the terms & conditions of the contract. The SDD Acts as single point of contract for the client with regards to Service delivery issues and challenges. The SDD works closely with the assigned Operational Leads (OL) and assists with resolving customer partner concerns.
Primary expectations- Contractual Compliance

  • Account Budget (Topline & Bottomline)
  • Organic bookings
  • CSAT score
  • Customer satisfaction

Specific Responsibilities:
General

  • Proactively handles the daytoday 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, Operations and Region) to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new business;
  • Works with Capgemini legal team on contract items, issues and change requests;
  • Works with OL's to track project status, issues and issue resolution
  • Sales and Solution knowledge would be preferable as SDD may be asked to participate in customer orals sessions, solution development or governance review stage gates. Service Delivery
  • Monitors SLA achievement and Continuous Service Improvement performance to identify negative trends and agree with OL getwell plans' implementation;
  • Consult and review SIP with OL. Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency;
  • Works with operations to ensure cost containment and reduction Service Quality and Improvement
  • Works with OL and Vendors to make sure all relevant process documentation reflects ITIL standard methodologies 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 a partner concern point for client issues, partner concerns and complaints;
  • Run Customer satisfaction for owned service; Financial control and support
  • Responsible for account growth and meeting revenue and margin targets
  • Financial control (billing, WIP, AR, forecasting);
  • Run financial cycle in

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