Service Delivery Manager

at  Capgemini

WE ARE LOOKING FOR AN INDIVIDUAL WHO IS PREPARED TO BE FLEXIBLE, COVERING A VARIETY OF DIFFERENT ACTIVITIES IN THE SERVICE MANAGEMENT SPACE. WE ARE LOOKING FOR SOMEONE WHO IS NOT AFRAID TO TAKE ON A CHALLENGE, TAKE OWNERSHIP OF ISSUES WHILST HELPING TO DEVELOP THE FUTURE STRATEGY AND SERVICE FRAMEWORK. FLEXIBILITY TO PROVIDE OUT OF HOURS ON-CALL ESCALATION COVER FOR THE LIVE SERVICES WILL ALSO BE REQUIRED. QUALIFIED ITIL EXPERT/MASTER, SERVICE MANAGEMENT AND INTRODUCTION ON HIGH PERFORMANCE/HIGH AVAILABILITY SYSTEMS. CLOUD EXPERIENCE DESIRABLE.

• Interface with key third parties and their internal functions
• Support service delivery and service improvements
• Takes ownership of service issues
• Excellent communicator and stakeholder management
• Lead in alerting, reporting and monitoring of live service
• Report against SLA and KPI’s, produce management information with detailed analysis
• Proactively engage with and lead major incident management when required
• Lead and assist with continuous service delivery improvement initiatives
• Is confident working in an Agile environment

THIS ROLE IS SUITABLE FOR AN INDIVIDUAL WHO ENJOYS BEING PART OF A FLEXIBLE, DIVERSE TEAM IN A COMPLEX AND VARIABLE ENVIRONMENT. WORKING AS A SINGLE POINT OF CONTACT BETWEEN THE SERVICE MANAGERS AND THE DELIVERY TEAMS AND TO ACT AS AN ESCALATION POINT FOR LIVE SERVICE ISSUES. THE ROLE WILL INVOLVE THE OWNERSHIP OF EXISTING AND NEW SERVICES. MANAGING CUSTOMER RELATIONSHIPS, INCLUDING PREPARATION FOR BUSINESS EVENTS, FORECASTING AND IMPROVEMENT INITIATIVES. ENSURING THAT TEAM FINANCIAL FORECASTS ARE MANAGED IN A REGULAR AND TIMELY MANNER AND THAT ACTUALS ARE ACCURATELY AND PROMPTLY REPORTED AS PART OF THE M-REVIEW CYCLE WITH SUPPORT OF PMO. SUPPORT THE INCIDENT MANAGEMENT PROCESSES AND MANAGE THE COMMUNICATION RESPONSE ENSURING THE REQUIRED INFORMATION IS AVAILABLE TO BOTH MANAGEMENT, TECHNICIANS AND THE BUSINESS. SUPPORT THE MAJOR INCIDENT PROCESSES AND MANAGE THE COMMUNICATION RESPONSE ENSURING THE REQUIRED INFORMATION IS AVAILABLE WHEN REQUIRED BY BOTH MANAGEMENT AND TECHNICIANS. REPORTING OF UPTIME AND AVAILABILITY OF THE LIVE OPERATIONAL SERVICES/INFRASTRUCTURE INCLUDING THE MANAGEMENT OF SERVICE LEVEL MEASURES AND ASSOCIATED COMMERCIAL DISCUSSIONS. THIS ROLE BENEFITS FROM HYBRID WORKING AND WOULD REQUIRE YOU TO COME INTO OUR OFFICE ON AVERAGE TWO TO THREE DAYS PER WEEK, THIS COULD FLUCTUATE FROM TIME TO TIME AS OFFICE ATTENDANCE IS DEPENDENT ON BUSINESS NEEDS. OUR OFFICES ARE BASED IN TELFORD AND WORTHING.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work from home 100% of the time.