026144-Cross Tower IT Operations Delivery Manager - Infrastructure - Plymouth, MI
With more than 180,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore, its worldwide delivery model. Learn more about us at www.capgemini.com.
Rightshore® is a trademark belonging to Capgemini
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.
ABOUT INFRASTRUCTURE SERVICES: 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.
LOCATION: Local to Plymouth, MI. Will be required to go to client site daily. No travel/relo assistance provided.
OPERATIONS DELIVERY MANAGER- ODM Responsibilities:
The Operations Delivery Manager (ODM) is accountable for delivering the run services towards a client or a specific set of clients. The ODM has a firm working relation with the SDM (Service Delivery Manager) who is accountable for the overall contractual compliance of all services and projects. An ODM can be responsible for the services from one SL (Service Lines), 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. In this role, the ODM ensures that the sub-service lines deliver according to the SLA (Service Level Agreements), as well as managing the delivery of non-standard / client specific services. Responsible for delivering run services according to SLA, achievement cost & efficiency savings Has a thorough understanding of all Run contractual and SLA obligations Responsible for delivery to the SLA obligations Accountable for the day to day delivery activities, irrespective of run resource location; including third party management Manage Major Incidents / client alerts Manage client disputes on service quality. Develop and maintain SIP/SQP.