LET’S TALK ABOUT YOUR CAPABILITY AND EXPERIENCE

• Commercial and operational experience as a Service Delivery Manager across multiple concurrent accounts.
• Attention to detail in reporting and administration activities.
• 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
• Excellent verbal and written communication and presentation skills
• knowledge of contract management issues
• Ability to take ownership of and manage small scale projects
• ITIL qualifications and/or experience of service delivery management within an ITIL framework
• Strong budget management skills

CAPGEMINI AUSTRALIA HAS DEVELOPED AND MANAGES, PROCESS ORIENTATED 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.

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IN THIS ROLE, YOU WILL BE:

• Ensuring obligations as per the contract deliverables including SLA’s, OLA’s and KPI’s are met.
• Ensuring and achieving high level of client satisfaction with respect to delivery of all required services.
• Working collaboratively with the operations teams to achieve the delivery of the contracted day to day operational 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
• Act as the first point of service escalation for resolver groups to our clients.
• 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