TITLE

SAP Service Delivery Director

Qualifications

Any Graduate or Post Graduate from Premium Institute

Job Responsibilities

Job Description:

 

  • Managing Engagements with a total team size of around 60+ resources
  • Ensure Delivery Effectiveness & Excellence.
  • Manage the SLA targets and work with the team to trouble-shoot any areas where targets are in danger of being breached.
  • Workload Planning for Service as well as Projects
  • Manage Risks & Issues
  • Third Party Management
  • Process Implementation/Adherence/Continuous Improvement
  • Regular Month end reporting (MSR and RAG)
  • Measure various metrics (process, tools, client satisfaction etc.)
  • Drive the Service Improvements.
  • Invoicing, ICA
  • Improving the Contribution Margin
  • Maintaining and Improving Pyramid Structure
  • Ensure expectations and goals are set properly with team and work with stakeholders to find the right fit.
  • Manage Staffing, Team Building, Forecasting, Training, Certifications

 

Technical requirement:

  • Plays an interface role between Account manager and Delivery Centers –that provide the different services to the client.
  • Experienced Senior IT manager with a proven track record in outsourcing environment, bachelor’s degree;
  • 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;
  • Ability to balance customer satisfaction / demands to maintain customer satisfaction with the level of support the customer has contracted with Capgemini;
  • Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided;
  • Ability to travel at least 40-50%.

 

SLA Implementation/Performance Reporting

  • 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).

 

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 with input from Account Manager and SSDM.
  • Responsible for providing overall project leadership, meeting revenue targets, meeting the SLAs, direct project teams in the delivery of high-quality products within committed timeframes.
  • Mentor project team on IT methodology and drive consistent processes.
    Responsible for overall project execution strategy and set up resolution management.
  • Responsible for overall project delivery quality, people management and development, project related employee retention.
  • Responsible for customer satisfaction.

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