063408-Operations Leader

About Capgemini
Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.

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.  

Visit us at www.capgemini.com. People matter, results count.

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: Senior Manager, Service Delivery - Operations Leader

Location: Toronto

Travel:   25%

Job Description:

Interface role between Service Delivery Manager and the Delivery Towers (which provide the different services to the client).  
Ensure the delivery of the run services to client in accordance to the SLA contract and budget; 
Ensure delivering of run services according to SLA - Deliver the technical tasks within defined timescales and to standards agreed in relevant Service Level Agreements with client; 
Achieve cost & efficiency savings including those managed through 3rd party suppliers 
Maintain an effective working relationship with the SDM who is accountable for the overall contractual compliance of all services and projects. 
Proactively manage the operational delivery in scope for the client account,  and where a client receives service from multiple services lines the incumbent may be assigned to act as the lead ODM for overall end-to-end Operations delivery 
The Operations Delivery Manager can be responsible for the services from one SL, or for the delivery of multiple SL services (as lead cross-SL ODM for a client, depending on the situation).  
There can be multiple ODM’s for a client, but there is always one lead ODM in order to ensure ownership of the end-to-end delivery of cross-SL services. ODM in senior grades are typically the Lead ODM. 
In his role, the ODM ensures that the sub-service lines deliver according to the SLA, as well as managing the delivery of non-standard / client specific services. 
Meet various other Quality KPIs as established; 
Participate in various client meetings for strategy making, providing inputs wherever applicable; 
Have active involvement in project work, should be able to outline the project plan and implement it further; 
Initiate and align all the standard processes in the corresponding service to adhere to  ITIL standards and implement best practices; 
Perform peer-reviews for the team-members to ensure the quality deliverable;    
Should have excellent client facing skills and understand the client requirement, presentation and documentation skills; 
Perform Technical Interview (level1) and  mentor the new starters and junior team members;   
Improve the processes to make it cost-effective (in terms of efforts); 
Adapt upcoming technologies that could be used going forward for day-to-day delivery (as per the latest trends) and building capabilities on these within the team. 
Execute  the implementation of standards to clients environments; 
Pro-actively provide feedback on delivery issues and escalates  
Pro-actively work on service improvement initiatives and Service Improvement Plans to improve service quality and implement cost reductions;  
Pro-actively manage the day-to-day delivery relationship with the clients tactical/strategic representatives; to the SDM and/or Service Line Management; 
Be accountable for Transition to RUN sign off (for service changes) 
Be accountable for 3rd party management on the SLA 
Support the SDM in promoting new service propositions to improve or extend the services to client 
Develop and maintain a thorough understanding of the delivery strategy of Capgemini as well as the client business processes. 
Exercise financial control and support: 
Quantify the actual and forecasted costs for delivery by Manage Service; 
Quantify the number of units, and therefore the sum of the unit cost; 
Provide inputs for the M-Pack and N2K as required by the service delivery manager,  
Ensure that cost control for run activities is maintained for their account(s), achieving any cost reduction targets that may exist for the account) 
Identify SLA upsell opportunities  
Manage Operational Demand and Capacity: 
Report effectively on both asset and labor capacity and provides output to meet contractual requirements for capacity reporting 
Maintain a supply plan in line with known or predicted demand changes from the Service Delivery Manager;  
Provide an effective interface with the service line to ensure the availability of work units as well as the appropriate resources (both asset and people) for non-standard work to meet the demand requirements 
Implement KPI and Performance Reporting: 
Deliver and present the SLAs to the client monthly 
Provide operations data to support creation and reporting of contractual SLA and KPI reporting 
Monitor effectiveness of developed and agreed processes, as well as performance indicators and statistics as part of service level management; 
Ensure adherence to company and client-defined standards and change control procedures making sure adequate controls are in place to detect adverse trends; 
Ensure timely delivery and accuracy of regular monthly D-Reviews 
Management of Service Delivery Groups 
Interact effectively with Service Delivery Manager, delivery teams & clients;  
Co-ordinate the end to end delivery activities of the involved (Sub-) Service Lines to produce deliverables to meet client contractual requirements/obligations; 
Build relationships with service lines throughout the company; 
Manage ODM team of resources deployed from the Sub Service Lines for client-specific delivery 
Provide input to yearly appraisals of resources deployed from (Sub-) Service Lines 
Demonstrate a thorough knowledge of how the other Capgemini service lines, subcontractors and clients contribute to the success of service delivery – what the responsibilities are and how to monitor and improve. 

Ensure delivery on Capgemini commitments 
Achieve cost management goals as set forth by the Account Executive, SDM and Capgemini executive leadership 
Manage the day to day delivery of 3rd party suppliers who may be subcontracted to deliver services to client to the end that services are delivered satisfactorily to the customer 
Ensure changes to services are appropriately documented and costs estimated for internal and 3rd party resources with costs being provided as input to the SDM 
Work with the 3rd party vendor management staff to drive escalations and manage changes in the 3rd party agreements as needed to accommodate similar changes

What You Bring:  


Lead the Operations for a mid-size, complex account with Global team.
- Cost mgmt.
- Client Relationship Mgmt
- Governance Leadership
- Project Delivery Mgmt

What we offer:
Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums.
We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.
Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini and in our partnerships.
Capgemini is committed to building a workforce of employees with diverse backgrounds and work experiences.  

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
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.

Click the following link for more information on your rights as an Applicant - http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law




Posted on:

April 11, 2022

Experience level:


Education level:

Bachelor's Degree (±16 years)

Contract type:




Business units:





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