047242-Senior IT Operations Delivery Manager – Infrastructure Cloud – Chicago, IL

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 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-lawJob Title: Operations Lead
Location: Chicago, IL
Travel: Limited
Job Description:
Delivering the run services specific to the customers brand in support of the lead OL.
Drive and manage as first point of escalation for technical issues within the brand business units and acts as the technical SME.
Coordinate and set expectations on work priorities and understands the overall landscape within the business units.
Closely works with brand application owners to ensure “Acceptance to Run”, change management and proper hand off to production is followed.
Acts as lead on service impacting incidents and helps managed services team liaison with the business contacts.
Manage effective communications with internal and external customers
Provide support / recommendations to business to enable achievement of SLAs and financial targets
Effective, efficient resolution of problems/issues, leveraging internal resources
Ensure compliance of following within assigned set of accounts
SLA & contractual obligations, Quality metrics, CSAT, Productivity targets, Automation targets, pyramid and process implementation as recommended by the practice
Drive Improvement initiatives with measurable benefits
Ensuring that a culture of improvement, learning and productivity is in place across the operation
Work closely with the Service Delivery Managers and is customer facing for operational reviews
Participate in Due diligence, Solutions review, Client visits & Transition activities

What You Bring:
Required:
7+ years� experience resolving EUS infrastructure escalations
Experience working in a managed service environment
Proven track record working with clients at c level
Excellent communication skills – verbal and written.
Knowledge of the requirements necessary to build a strong customer service ethic within an organization.
Understanding of the metrics necessary to measure customer service within the organization.

Desired:
General technical competency, preferred in Windows servers, Network, and Unix but overall understanding of how technology functions in an enterprise organization is best.

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
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.
What we offer:
Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, we offer visibility, leeway and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training and career management programs, and our University innovative and business-focused learning curriculums.
We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.
Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini and in our partnerships.
Capgemini is committed to building a workforce of employees with diverse backgrounds and work experiences. We strongly encourage women, veterans and active military service personnel to apply.
*LI-CV1

Ref:

047242

Posted on:

January 6, 2020

Experience level:

Manager

Education level:

Bachelor's Degree (�16 years)

Contract type:

Regular

Location:

Chicago

Department:

US071526

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