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Let's talk about the role and responsibilitiesAs a Senior Service Delivery Manager, you will be interacting directly with the internal delivery resources as well as a range of small-enterprise clients to ensure services are delivered according to our contractual agreements. Additionally, you will respond to client escalations, issues, and requests and manage effective delivery of services to clients including incidents, problems, action items, and service requests (ITSM).
In this role, you will be:
Act as the first point of service escalation for resolver groups to our clients. Ensuring obligations as per the contract deliverables including SLA's, OLA's, and KPI's are met. Ensuring and achieving a high level of client satisfaction with respect to delivery of all required services. Ensure internal and customer expectations are met as part of our strategic alignment. Manage the billing, financials, and reporting for your clients. Support the whole contract lifecycle from negotiation to implementation, renewal, and transition. Drive continual services improvement initiatives. Drive risk management to ensure risks are identified, assessed, mitigations defined, and the risks are maintained. Maintain and develop relationships with key customer stakeholders.
Let's talk about the teamOur Cloud Infrastructure Services practice brings together the right technology, processes, and culture to deliver business agility and cost reduction to our clients. We provide cloud-focused delivery services on areas such as hybrid cloud, workplace services, security, and cloud service management/delivery.
Let's talk about your capability and experience
At least 5+ years hands-on experience as a Service Delivery Manager/Lead within a large scale organization. Highly experienced in Incident and Problem Management. Experienced in providing services to agreed SLA's and OLA's. Outstanding negotiation skills with the aptitude to ensure win/win situations for all parties. Excellent customer relationship building and management skills. Proven experience in building sustainable business relationships with the customer at all levels. Experience in change management across a multi-disciplined, matrix team structure. Ability to multi-task, work under pressure, and to tight deadlines. Excellent verbal and written communication and presentation skills. Solid knowledge of contract management issues. ITIL qualifications and/or experience of service delivery management within an ITIL framework.
About CapgeminiAt Capgemini, we are more than just a business, we are a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people, and our communities get the future they want.
Our people are the key to making this vision a reality, which is why we have been recognized by the Australian Workplace Equality Index as LGTBQ+ 'Employer of the Year' and 'Inclusion of Trans and Gender Diverse Employees' for the past two years. We believe in creating a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work, contributing to our inclusive culture and truly belong.
We believe by combining the power of the latest technology with our human energy, we can drive sustainable thinking into our operations and the work we do with clients.
Empower yourself with the knowledge and skills you need to succeed with our access to premier learning platforms, sought-after certifications, and boundless development opportunities. You'll be encouraged to gain at least 40 hours of training each year.
Our Commitment to Diversity & InclusionDon't meet every single requirement for this role? Studies have shown women and people from diverse minority backgrounds are less likely to apply to jobs unless they meet every single requirement. At Capgemini, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly, we encourage you to apply and tell us what you can bring to the role.
Information Security and ComplianceCapgemini Australia has developed and manages process-oriented Management Systems compliant to the requirements of ISO9001, ISO27001, and ISO14001. We are committed to delivering secure solutions and services through state-of-the-art processes and continual improvement frameworks in line with industry best practices as well as contractual, statutory, and regulatory requirements.
When you join Capgemini, you don't just start a new job. You become part of something bigger.
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