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 over 360,000 team members in more than 50 countries. With its strong 55-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, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

　　Get The Future You Want | www.capgemini.com

　　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.

　　Applicants for employment in the US need work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization by Capgemini

　　Job Title: Service Delivery Manager

　　Global or Country: Country Based

　　Location: Remote, based on account/client allocation or Dallas/Chicago/Atlanta

　　Reporting Line: Group Operations Lead, Regional

　　What we offer:Your career matters to you and is important to us too. Because your goals and needs constantly evolve, 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, as well as our university innovative and business-focused learning curriculums. We promote a culture of diversity. Working with dedicated individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds new value for our clients. Our Shared values have been at the center since our formation. They are integrity, boldness, trust, freedom, team spirit, modesty, and fun. These values influence how we meet client needs while respecting the regulatory requirements of each country we operate and promoting ethically sound practices within Capgemini and in ours.

　　The focus of your role:

　　This role is the interface role between Client, Account Executive and Operations, ensuring effective delivery of infrastructure services and projects.

　　You will be accountable for leading contract obligations including service levels, financial obligations (revenue, billing, cash recovery, margin), client happiness and organic sales and growth opportunities.

　　Act as a single point of contact for the client with regards to service delivery issues, challenges and customer concerns.Work with team closely whether they be on shore or in a Global Delivery Center and with project managers for ground-breaking projects.

　　Your strategic vision and leadership will be vital in aligning delivery goals with broader business goals.

　　Responsibilities:

　　General Delivery:

　　§ 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.

　　§ Develops the Service Governance Plan for the account. Works closely with Capgemini legal team on contract items, issues and change requests. Works closely with the operations lead to track service status, issues and issue resolution.

　　§ Monitors SLA achievement and Continuous Service Improvement performance to identify negative trends and agree with the operations lead to get-well plans implementation. Understands, anticipates and influences customer demand for services and make sure that delivery entities are capable to fulfill the demand.

　　§ Works with OL and 3 rd party vendors to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales. Assess quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information. Provides feedback and coaching to avoid reoccurring errors.

　　Financial Management:

　　§ Manage financial cycle including invoicing and cost management. Financial control (billing, WIP, AR, forecasting). Forecasts revenue and costs for the assigned project codes. Ensures that cost control is maintained for the assigned service and project codes. Works with operations to ensure cost containment and reduction while maintaining service quality.

　　Client Relationship & Reporting :

　　§ Manage Customer satisfaction for owned service. Responsible for account growth and meeting revenue and margin targets. Shapes customer demand for new services/scope and ensure proper Change Requests are executed.

　　§ Controls measurement and analysis management to ensure all commitments are met. Ensure timely delivery and accuracy of regular (monthly) management reports for client. Reviews 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). Identifies business opportunities within the existing contract with the Client to grow the account .

　　What you will bring (Required Skills and Experience):

　　§ Experience within delivery management with a consistent record in cost performance, delivery, and client management. Ability to work in a fast paced, customer driven environment and balance multiple priorities. Consistent track record in team member management, including conflict resolution. Experience in solutioning review and customer oral presentation to assist the Sales and Solutions teams.

　　§ Experience in mentoring and coaching of operations teams desirable. Experience working in global and multi-cultural environments. Knowledge of latest technology trends, tools, and solutions. Understanding of Cloud Infrastructure Services portfolio, sector offers and market challenges.

　　§ Good to have ITIL v4 certification.

　　What success look like-

　　§ Contractual compliance

　　§ Account budget (P&L)

　　§ Organic bookings

　　§ CSAT score

　　§ Customer redeemability

　　§ Contract expansion / renewal

　　§ SLA

　　Please Note- Please be aware that Capgemini may collect your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

　　Capgemini is an equal opportunity employer with great benefits like 401K, health insurance and PTO and more.

　　Job: Infrastructure

　　Organization: CIS US MS

　　Title: Service Delivery Director

　　Location: TX-Dallas

　　Requisition ID: 074257