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 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion. 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 Senior Engagement Director FOR INTRASTRUCTURE SERVICES is the interface role between Client, Account Executive and Service Delivery Operations �that provide the different IT Infrastructure services to the client, SPECIFICALLY CLOUD MIGRATION, LEGACY INFRASTRUCTURE, CYBERSECURITY, AND SERVICE MANAGEMENT. In this role the Senior Director 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 Senior Director 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 Senior Director Acts as single point of contract for the client with regards to Service delivery issues and challenges. The works closely with the assigned Operational Leads (OL) and assists with resolving customer escalations.
� Contractual Compliance
� Account Budget (Topline & Bottomline)
� Organic bookings
� OTACE / CSAT score
� Customer reference-ability
� 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 Quality and Improvement
Financial control and support
Service Demand and Capacity
SLA Implementation/Performance Reporting
Client Relations and Service Development
�15+ years of IT Infrastructure outsourcing experience
� 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 Cyber Security Services & delivering Cloud Infrastructure Support Services