Overview of the role
In this crucial role, you’ll be responsible for analysing diverse data and identifying actions that will make a real lasting difference in the delivery of service.
Motivated, collaborative and determined, you’ll have to be able to communicate effectively at all levels of the organisation and help influence the behaviours of the wider delivery organisation.
As a vital part of our business unit, you will play an active role in defining our practices, standards and ways of working, and both apply them to your role and roll them out across the support organisation. Be open to working across organisation and team boundaries to ensure we bring the best to our customers.
Why this role?
Central Delivery Operations strives to improve the overall performance and effectiveness of our Delivery Centre service functions.
We validate that Capgemini Delivery Centres are consistently operating in accordance with our Service Management Framework, while our holistic monitoring capability and analysis of service performance data enables us to identify trends and variances which enhance our Client’s end user experience.
Working in a dynamic environment, this role is part of a team who provide support, advice and guidance on Live Service best practice. The role will work alongside the Delivery Centres and other stakeholders, using both third-party monitoring tools and in-house developed tools for the purpose of trending, reporting and variation analysis. Work activities will also include supporting cross-Delivery Centre delivery issues and work initiatives.
This role is a great opportunity to develop delivery and analytical skills in a service environment.
Key aspects of the role:
• Perform data analysis on various data sets to pull out key actions and learnings and use them to drive service improvements.
• Active development of identified opportunities in automation and process improvement.
• On a rota basis, acting as a central point of contact for Delivery Centres to report live issues and provide guidance as required.
• Providing support and governance for Delivery Centres to enable appropriate communications to all levels of stakeholder.
An appreciation of service best practice and previous experience of supporting a delivery operation using data analysis would be an advantage.
An awareness of how ITIL principles can be used in a service setting would also be beneficial.
In this role you will be expected to demonstrate:
• Flexibility, self-motivation, self-organisation and proactive behaviours.
• Analysis of diverse datasets.
• Excellent communication skills.
• Accuracy and attention to detail in capturing and collating data.
• Ability to work under pressure.
• Experience of working in a Customer focused service environment.
• A continual improvement focus.
While we’re a global consultancy, we’re made up of supportive, close-knit communities. Everyone wants to get the best solutions for our customers and create the best working environment.
We’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious
about. In fact, we were even named as one of the world’s most ethical companies by the Ethisphere Institute for an 8th year. When you join Capgemini, you’ll join a team that does the right thing.
Capgemini positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, or pregnancy and maternity. We are committed to hiring, developing and retaining the best people to deliver innovative, world-class solutions for our clients. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us. Our comprehensive flexible benefits package and lifestyle policies enable our employees to balance their individual, family and work-life needs.
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fuelled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.
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