Plays an interface role between Account Executive and Operations –that provide the different services to the client. In this role the SDM is accountable for the contract obligations, financial agreements (revenue, billing), organic sales opportunities and overall client satisfaction. This role is also accountable for all internal reporting to the SBU and external reporting to the client teams. It is also responsible for cost control, add on project sales at firm contribution margins, customer reference ability, customer satisfaction & managing our services to the terms & conditions of the contract. Acts as single point of contract for the client with regards to Service delivery issues and challenges. Works closely with the assigned ODMs and assists with customer escalation. He will work the overall lead SDM for the Carnival account Ensuring end-to-end contractual compliance of the run services as delivered by the Service lines;

· Transformation and project delivery, including adoption of change management;

· Having total overview of all services, spotting risks and adjusting plans and execution in cooperation with the Operation Delivery Manager (ODM);

· In case of an Anchor account, the SDM is accountable for overall bookings, revenue and CM% and OTACE on the account, dotted line reporting to the Head of Operations in the region;

· In case of a Strategic or Target account, the SDM is accountable for contract revenue, CM% and OTACE on the account, dotted line reporting to the Account Executive within the account;

· Identifies further service/project opportunities to grow business & revenue;

· Understands, anticipates and influences customer demand for services and ensures that service delivery organizations are capable to fulfil the demand;

· Client Intimacy;

· Works closely with assigned ODMs to address client needs and demands;

Assists with developing solutions that meet client needs and can be delivered in a fashion that allows firm financial targets to be achieved;
· Know where to go within the delivery organization to get issues addressed and resolved;

· Maintains compliance to regulatory obligations and ensures that operations are delivered securely.

Coordinates all services delivered to the customer, in compliance with the contract;
Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand;
Proactively manages the day-to-day 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, ODM and Region) to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new business;
Works closely with Capgemini legal team on contract items, issues and change requests;
Works closely with the ODM’s to track project status, issues and issue resolution. The ODM’s proactively manage the teams providing in scope services;
Typically the scope of the services will be span multiple technology towers/services or multiple geographies, requiring coordination with Lead ODM or Delivery Team Leaders;
Accounts can span multiple practices, with little some cross line of business activity, Apps, Consulting, BPO coordination of service delivery, reporting, and escalation;
Vertical industry knowledge of the customer domain would be assumed or gained during term of contract;
Sales and Solution knowledge would be preferable as SDM may be asked to participate in customer orals sessions, solution development or governance review stage gates.

Service Delivery

Monitors SLA achievement and CSIP performance to identify negative trends and agree with ODM get-well plans implementation;
Consult and review SIP with ODM. Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency;
Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand;
Works with operations to ensure cost containment and reduction is per the deal solution.

Service Quality and Improvement

Works with ODM and Vendors to ensure all relevant process documentation reflects ITIL best practices 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 an escalation point for client issues, escalations and complaints;
Manage OTACE for owned service;
Reporting internally and to client (M-pack, risk & issue log, N2K, SQP, client alert).
Financial control and support
Financial control (billing, WIP, AR, forecasting);
Manage financial cycle including invoicing and cost management;
Within each center, Service Delivery Senior Manager is responsible for delivery of service for a Client and/or for a specific function within an Engagement, whether it be local or remote. The Service Delivery Senior Manager manages multiple delivery teams within one or across different Engagements.

Service Delivery Senior Manager is responsible for:

• meeting all service level agreements (SLAs),

• key performance indicators (KPIs),

• cost budgets

• contracted service

• quality improvements

• information security

He/she reports in these aspects to the local or remote Engagement Director/Manager. In case of remote reporting relationship, he/she maintains a local reporting for all other areas e.g. people matters, disciplinary actions, etc.

• Qualification: Bachelor’s Degree

• Should be an experienced individual in Process, Negotiation, Transition Management and Continuous (Service) Improvement.

About Capgemini

With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017. A global leader in consulting, technology and outsourcing services, the Group reported 2016 global revenues of EUR 12.5 billion (about $13.8 billion USD at 2016 average rate). Together with its clients, Capgemini creates and delivers business, technology and digital 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.

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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.

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