047157-Senior Service Delivery Manager – Infrastucutre Cloud – Atlanta, GA

 About Capgemini:


A global leader in consulting, technology services and digital transformation, Capgemini 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. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 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. 


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




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

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 escalations. 
Primary KPI�s   � Contractual Compliance� Account Budget (Topline & Bottomline)� Organic bookings� OTACE / CSAT score� Customer referencability
Specific Responsibilities:
General� 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, Operations 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 OL�s to track project status, issues and issue resolution.  The OL�s 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 Delivery Team Leaders;� 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 OL get-well plans implementation;� Consult and review SIP with OL.  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 OL 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; � Creates the account�s M-Pack in collaboration with Account Manager & OL. Develop the monthly D-Review deck & entries into customer account portal;� Forecasts revenue and costs for the assigned project codes;� Ensures that cost control is maintained for the assigned project codes.
Service Demand and Capacity� Manages, recognized in the whole IT organization, demand process execution, understands, anticipates and shapes customer demand for services to re-align and plan demand with the IT organization;� Focus is on delivering projects and services according to contract/SLA and target CM%;� Manages Pattern of Business Activity (PBA) and User Profiles (UP) reflecting and influencing bi-directionally the changes to business processes outside the IT organization, Service Design impact, Service Portfolio evolution, Business Relationship Management output, Financial Management, Continual Service Improvement.
SLA Implementation/Performance Reporting� Controls 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);� Review�s 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).
Client Relations and Service Development� Has a substantial input in the development of contractual schedules and Service Level Agreements in line with the current service line aspirations;� Develops and maintains close working relationships with representatives of Capgemini in the world and Client;� Identifies and assists in the perusal of business opportunities within the existing contract with the Client;� Recognizes commercial opportunities and engages in Commercial negotiation Attends meetings with client executives to discuss service delivery performance, strategy and issues.     
�15+ years of IT Infrastructure outsourcing experience, bachelor’s degree;� Extensive experience in the delivery of customer services to develop, maintain and improve the relationship with the client;� Detailed understanding of the various service level agreements and the performance measures required to manage Capgemini’s responsibilities, obligations and the relationship with the clients;� Excellent customer relations skills to understand client concerns and requirements;� Be able to assume overall control of and resolve complex customer issues;� Experience in project and program management;� Expert knowledge in all areas of data centre management and delivery in an outsourcing environment;� Excellent understanding of financial management in an outsourcing environment.

� Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided; � Experience in a service line operational role providing Infrastructure or application management services; �Experience in delivery of Cyver Security Services & delivering Cloud Infrastructure Support Services
  Project Managers take full responsibility for managing a project or program.  They normally manage a number of related streams or activities to achieve a desired business result, planned profitability levels, quality standards and highest-level client satisfaction. Project Managers are responsible for the project plan, budget, structure, schedule and staffing requirements for the delivery organization. A Project Manager usually has technical expertise in one or more other domains (e.g. a Project Manager with testing skills could perform a test manager function).    



Posted on:

January 6, 2020

Experience level:


Education level:

Bachelor's Degree (�16 years)

Contract type:



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