Senior Service Delivery Manager

Capgemini • Columbia, SC

3d

About The Position

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.Job Description Looking for Senior Service Delivery Manager to join us for a fulltime role.

Requirements

• 12 + years applicable managerial or higher-level experience
• 5+ years’ work experience managing teams in supporting customers remotely in a technical environment
• 5+ years’ work experience in managing delivery teams in a Technical Call Center, IT Help Desk, or equivalent technical support roles
• Good planning/design & execution skills
• Advance experience with developing strong quality procedures, process & documentation methodology
• Manage multiple large-scale projects simultaneously
• Well versed with Service Delivery, Service Support (ITIL framework / Foundation)

Responsibilities

• Responsibility for delivery of all projects in terms of meeting the defined SLAs, Vendor Management and 24x7 Operations Management
• Responsible for solutions, approach and delivery framework for existing projects and opportunities
• Oversees all project execution activities such as planning, costing, delivery, and post-delivery review to ensure that the Delivery Unit functions as a Profit Center
• Ensures effective resource utilization across onsite and offshore including manpower allocation, bench management, monitoring talent pipeline and visa utilization, drive communication of organizational vision, company’s values, and unit-level strategy through the group
• Responsible for Contribution Margin, Onsite-offshore ratios, revenue growth, revenue recognition and leakage control, billing, and utilization in line with organizational goals.
• Responsible for contract management including SLAs, Terms and Conditions
• Responsible for overall delivery responsibility for an identified LOB, Budget performance, business alignment with organizational objectives, P&L responsibility, Solution & Pre-sales support, Client Relationship management, New capability development, Responsible for smooth and Efficient Operations

Benefits

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees