Roles & Responsibilities
•Manage the SLA targets and work with the team to trouble-shoot and resolve areas where targets are in danger of being breached
•Plan Workload for Service Management and Projects
•Manage Communication & Escalation – Manage Risks & Issues
•Participate in solution architecture & designs apart from focusing on delivery/people management
•Third Party Management – Process Implementation/Adherence/Continuous Improvement – Regular Month end reporting (MSR and RAG) – Measure various metrics (process, tools, client satisfaction etc.)
•Drive Continuous Service Improvements
•Improving Contribution Margin – Maintain and Improve Pyramid Structure – Ensure expectations and goals are set properly with team and work with stakeholders to find the right fit
•Account mining and generating additional business
•Microsoft Technologies Experienced Resource – .Net, MS SQL Server (T-SQL) and also conversant with PL/SQL.
•Experience in Custom built ERP solutions.
•During US business hours should be able to work on the critical/high tickets
•Plays an interface role between Account manager and Delivery Centers –that provide the different services to the client
•Experienced IT manager with a proven track record in outsourcing environment
•Experience delivery of customer services to Client requirements and satisfaction, Service Level Agreements and performing to Capgemini Management standards
•Be able to perform contractual analysis, management and change according to ITIL and Capgemini standards
•Proven track record of successful project implementations
•Ability to balance customer satisfaction / demands to maintain customer satisfaction with the level of support the customer has contracted with Capgemini
•Excellent delegation skills, negotiation skills and strong people management skills
•Oversee day-to-day operations to ensure contractual commitments are met for the areas managed by the Delivery Leads.
•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/delivery issues and for service towers regarding client issues / opportunities / contractual obligations
•Works closely with Account Manager/SSDM to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses
•Monitors SLA achievement and CSIP performance to identify negative trends and implement get-well plans
•Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency
•Works with line managers in offshore to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales
•Owns and drives forward improvements within the managed teams and produce recommendations for service improvements
•Reviews quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information
•Acts as an escalation point for client issues, escalations and complaints
•Ensures that cost control is maintained for the assigned project codes
•Completes SLA measurement and analysis management to ensure all commitments are met
•Ensure timely delivery and accuracy of regular (monthly) management reports for client and attends review meetings (if applicable)
•Prepare and/or review summary reports on trends, root cause analysis and other reports before they are provided to the client for completeness, contractual requirements, SLA impact and service impacts
•Provides service performance reporting to Client and Capgemini Management (as required)
•Experience in driving delivery of AM and AD engagements
•ITIL certified and knowledge/experience in MS Project – MUST Client Relations and Service Development
•Identifies and assists in the perusal of business opportunities within the existing contract with the Client
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..
Learn more about us at www.capgemini.com.
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