**Job Title** : Senior Service Delivery Manager - Service Delivery Manager **Location** : Atlanta, GA or Dallas, TX **Travel** : 25% **Job description** : Individual will be responsible for the coordination of all service delivery activities, acts a single point of contact for the client and Capgemini Ensures all Capgemini management and staff involved are briefed, perform to expectations and deliver all services in scope to Client satisfaction at the projected contribution margin Identifies further service/project opportunities to serve the client and grow Capgemini business; Understands, anticipates and influences customer demand for services and ensures that service delivery organizations are capable to fulfil the demand Client Intimacy Service reporting and quality- On Time and Above Client Expectations (OTACE management) Thorough understanding of all contractual obligations Maintains compliance to regulatory obligations and ensures operations are delivered securely **Key Responsibilities:** Proactively manages the services in scope for large client(s), with assistance of Service Line Leads and/or Operational Delivery Managers reporting to them (a staff of 100 on-shore/off-shore resources in multiple geographies delivering 24 x 7 x 365 service) Understands in depth the contract commitments for sustaining work “Inquisitive” - challenges status quo and brings fresh ideas and thinking to both business as usual, and to problem solving. This mental approach constantly drives innovation and step improvement to everything we do for the client Budgeting and Forecasting: You will manage budgets and forecasting for established accounts, ensuring financial targets are met and resources are allocated efficiently Delivery Led Sales: You will drive sales within existing accounts by leveraging delivery-led strategies to identify and capitalize on new opportunities Client Relationship Management: You will establish and maintain strong relationships with clients, acting as the primary point of contact and ensuring their needs are met Data Management: You will maintain the data for each account, ensuring data accuracy and availability for decision-making Escalation Management: You will serve as the escalation point for client communications, addressing and resolving any issues that arise promptly Sales Support: You will support sales efforts for new accounts and participate in the RFP process to secure new business New Account Onboarding: You will oversee the onboarding process for new accounts, including staffing teams, establishing on-shore and off-shore leads, and managing the transition process **Required Skills:** Service Delivery Participates in the development and presentation of service delivery solutions to the client Reviews service delivery models and confirms the ability of the organization to provide service delivery within the defined model, technically and financially Works closely with Account Manager and/or Regional management to plan the overall client relationship strategy, concentrating on continuous step improvement and new business Works with operations to ensure cost containment and reduction via optimization, automations, etc. per the deal solution Provides proactive feedback on delivery issues and escalates issues to Service and Operations Delivery Management Manages issues and changes from the clients’ viewpoint, proactively managing the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction Completes continuous review of contractual achievements, GAP analysis and delivery targets appropriateness and liaises with Capgemini management/Client representatives to address issues or concerns Owns contract change process as part of Contract Management and Maintenance and is accountable for contractual consistency Shows a thorough understanding of applicable project management and/or operational management standards and procedures and owns projects to completion (where required); Works with team leads to prepare and present at Monthly Business Reviews (MBR’s) and Quarterly Business Reviews (QBR’s) Service Quality and Improvement Possesses a thorough understanding of the business and commercial context of the organization Drives client service and client satisfaction into the respective delivery organizations Is responsible for the quality checks to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales Owns service improvements initiative that require further Client/Capgemini Management engagement Reviews 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; Prepares and presents quarterly continuous/step improvement ideas to client Financial control and support Participates and leads sales discussions with client providing service delivery and represent the Capgemini Service Delivery management methodology and approach to our clients Has overall responsibility for the management of the financial cycle including invoicing and cost management Creates the account’s M-Pack in collaboration with Account Manager or Head of Operations Ensures that cost control is maintained for their account(s) **Desired Skills:** Service Demand and Capacity Establish and manages, recognized in the whole IT organization, demand process execution, understands, anticipates and shapes customer demand for services and re-align and plan with IT organization Manages Pattern of Business Activity (PBA) and User Profiles (UP) reflecting and managing bi-directionally the changes to business processes outside the IT organization, Service Design impact, Service Portfolio evolution Business Relationship Management output, Financial Management, Continual Service Improvement SLA Implementation/Performance Reporting Reviews and oversees the initiatives taken to all Client commitments are met Monitors effectiveness of developed and agreed processes, as well as performance indicators and statistics as part of service level management Ensures adherence to company and client-defined standards and change control procedures making sure adequate controls are in place to detect adverse trends Ensures timely delivery and accuracy of regular (monthly) management reports for client and attends review meetings (if applicable) Review’s summary reports on trends, root cause analysis and other reports before provided to the client for completeness, contractual requirements, SLA impact and service impacts Provides service performance reporting to Client and Capgemini Management (as required) Client Relations and Service Development Develops and maintains contractual schedules and Service Level Agreements in line with the current service line aspirations Develops and maintains close working relationships with global representatives of Capgemini and Client as well as with clients end user management, understands client concerns, requirements and future plans for services provided Supports the overall client relationship strategy and act as the service delivery member of the “virtual” account management team identifying opportunities to improve service, reduce costs and add value to the account based on service delivery experience and methodology, Serves as single point of contact for sustaining work, to include attending appropriate client review meetings, leading client root cause analysis and corrective action sessions, service delivery workshops, major service incidents, etc Reports service delivery measurements to clients and user management Represents the view of the client with the Capgemini Service Lines, and provide an independent assessment balancing client requests with Capgemini service requirements and contractual teams Identifies and pursues business opportunities within the existing contract with the Client Recognizes sole sourced commercial opportunities and engages in client negotiations, creates SOWs or Change Requests to drive incremental revenue Working with Account Management, requests and drives bid team support for RFP responses Engages solution architects to build value propositions linking new offerings to client’s needs Management of Service Delivery Groups Effectively interacts with Account Management, delivery teams & client relationships Co-ordinates the work of the required service delivery line to produce deliverables to meet client contractual requirements Builds relationships with service lines throughout the company Has a thorough knowledge of how the other Capgemini service lines, subcontractors and clients contribute to the success of service delivery – what the responsibilities are and how to monitor and improve What you bring: Large Account (multi-billion dollar) Service and / or Operational Management Experience Large SAP Account Service / Operational Management Experience Currency with SAP Technologies (ECC, HANA, SoH / S4 , etc.) Cloud experience, Azure / Hybrid Cloud a plus 8-10 years of outsourcing experience in a service delivery capacity, bachelor's degree Must be able to remain effective in high pressure situations Must have proven ability to achieve an annual P&L of $20M/year Must be able to operate effectively in a global delivery structure Infrastructure knowledge and experience ITIL knowledge and experience, ITIL certification a plus Able to deliver business results in a complex outsourcing arrangement, spanning all Service Areas including applications, infrastructure and operations Extensive experience in the delivery of customer services to develop, maintain and improve the relationship with the client Experience in a wide variety of information technology including Hybrid Cloud, to fully understand the details of the services that can be provided Experience in a service line operational role providing application, infrastructure management and end user Customer Care services Detailed understanding of the various service level agreements and the performance measures required to manage the agreements and the relationship with the clients Excellent customer relations skills to understand client concerns and requirements Be able to assume overall control of and resolve complex customer issues Experience in project and program management Expert knowledge in all areas of data center management and delivery in an outsourcing environment Excellent understanding of financial management in an outsourcing environment **Life at Capgemini** Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer + 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 **About Capgemini** Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion. Get the future you want | www.capgemini.com **Disclaimer** Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini. **Job:** _Infrastructure_ **Organization:** _CIS US_ **Title:** _Senior Service Delivery Manager - Atlanta, GA or Dallas, TX_ **Location:** _GA-Atlanta_ **Requisition ID:** _081017_