Senior Service Delivery Manager- EAS – Enterprise Application Support


Accountable to plan the delivery of Global Support program and its activities in accordance with the mission and the goals of Managed Services framework
Accountable for overall leadership of Enterprise Application Support (EAS) Team, primarily managing team of PSAs, Level 3 and Level 3.5 teams, ensuring robust governance is in place
Accountable for Support Transformation, evolution, continuous improvement. Be able to transform support to DevOps/SRE model, including upfront design input to extend the robustness and maintainability of applications.
Provide oversight and accountability for EAS, maintain weekly reporting to stake-holders, maintain SLA/KPI compliance, maintain issue and risk logs
Extensive experience in leading and understanding the delivery of the global support program and its activities
Extensive experience managing multiple stakeholders, working in multiple application environment with multi technology setup and cloud environment setup
Act as a coordination point for dependencies across IT teams in support of EAS
Important stakeholder in successful completion of Digital Acceleration Program to markets. Helps drive the engagement and ongoing partnership with the McDonald’s Program Leadership, Resource planning / budget.
Devise a program evaluation framework/strategies to assess the strengths of the program and determine areas for improvement.
Ensure that EAS Teams activities operate within the policies and procedures of the organization and comply with all relevant professional standards.
Confirm project documentation is on McDonald’s approved communication channels such as but not limited to SharePoint, Jira, and Confluence and contribute to lessons learned improvements
Maintain monthly financials for invoicing and project burn rate for Capgemini resources
Develop strong working relationship with various stake-holders including: – McDonald’s Corporate IT, Global and Market PMO, Segment Teams, Product Teams,
Apply change, risk and resource management principles when needed
Liaise with other managers to ensure the effective and efficient program delivery
Excellent knowledge of ITIL / ITSM Tools
Demonstrated ability to use analytics to identify, prioritize, and permanently resolve support issues (6-Sigma, Pareto, and Ishikawa).
Good knowledge of DevOps, CI- CD, Automation and Lean
Good QSR domain knowledge

Desired Skills & Experience:

Minimum Qualifications: Possess a Bachelor Degree in a relevant field preferred
Extensive experience in a leadership or management role, preferably in Digital support at global level
Strong technical background
Previous experience with process improvement
Demonstrated interpersonal skills including, mentoring, coaching, presentation skills and the ability to interact with colleagues at all technical levels
Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities
This role requires someone local to or willing to relocate to the Chicago, IL, metropolitan area.

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).

Required Skills and Experience:

You are responsible for leading either a large project or a definable segment of a very large and complex project. Clients may be external or internal. You are responsible for the translation of the client’s complex business requirements into formal agreements. For these, you establish specific solutions, applications or processes which ultimately culminate in customer acceptance of the results. This includes working with client team members and executives to identify business requirements and subsequently working with, and leading others, in the initiating, planning, controlling, executing and closing the client’s solution. You are responsible for a wide range of process activities beginning with the request for proposal through development, and final delivery.

• Qualification: Bachelor’s Degree

• Certification: Manages engagements with complexity on EM level 1 or higher. Is, if possible, certified on this level and Project Financials, KPI & Reporting.

• Should be experienced in Negotiation, Vendor Management, Risk Management, Continuous (Service) Improvement

• Should have progression skills in Quality Management

About Capgemini

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

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.

Click the following link for more information on your rights as an Applicant:

Apply now