Roles & Responsibilities

  • Manage Engagements ensuring Delivery Effectiveness & Excellence
  • Manage the SLA targets and work with the team to trouble-shoot and resolve areas where targets are in danger of being breached
  • Plan Workload for Service Management and Projects
  • Manage Communication & Escalation - Manage Risks & Issues
  • Third Party Management - Process Implementation/Adherence/Continuous Improvement - Regular Month end reporting (MSR and RAG) - Measure various metrics (process, tools, client satisfaction etc.)
  • Drive Continuous Service Improvements
  • Improving Contribution Margin - Maintain and Improve Pyramid Structure - Ensure expectations and goals are set properly with team and work with stakeholders to find the right fit
  • Manage Staffing, Team Building, Training and Certifications

Required Skills

  • Plays an interface role between Account manager and Delivery Centers –that provide the different services to the client
  • Experienced Senior IT manager with a proven track record in outsourcing environment, bachelor’s degree
  • Experience delivery of customer services to Client requirements and satisfaction, Service Level Agreements and performing to Capgemini Management standards
  • Be able to perform contractual analysis, management and change according to ITIL and Capgemini standards
  • Proven track record of successful project implementations
  • Ability to balance customer satisfaction / demands to maintain customer satisfaction with the level of support the customer has contracted with Capgemini
  • Excellent delegation skills, negotiation skills and strong people management skills
  • Oversee day-to-day operations to ensure contractual commitments are met for the areas managed by the SSDL or other SDMs
  • Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction
  • Becomes a point of escalation for customer/delivery issues and for service towers regarding client issues / opportunities / contractual obligations
  • Works closely with Account Manager/SSDM to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses

Service Delivery

  • Monitors SLA achievement and CSIP performance to identify negative trends and implement get-well plans
  • Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency
  • Owns delivery of standard BAU projects (depending on contract), shows a thorough understanding of applicable project management and/or operational management standards and procedures as well as of the business and commercial context of the organization. Service Quality and Improvement
  • Works with line managers and SSDLs to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales
  • Owns and drives forward improvements within the managed teams and produce recommendations for service improvements
  • Reviews quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information
  • Acts as an escalation point for client issues, escalations and complaints
  • Ensures that cost control is maintained for the assigned project codes
  • Completes SLA measurement and analysis management to ensure all commitments are met
  • Ensure timely delivery and accuracy of regular (monthly) management reports for client and attends review meetings (if applicable)
  • Prepare and/or review summary reports on trends, root cause analysis and other reports before they are provided to the client for completeness, contractual requirements, SLA impact and service impacts
  • Provides service performance reporting to Client and Capgemini Management (as required)
  • Experience in driving delivery of AM and AD engagements for emerging technologies

Client Relations and Service Development

  • Identifies and assists in the perusal of business opportunities within the existing contract with the Client
  • Responsible for providing overall project leadership, meeting revenue targets, meeting the SLAs, direct project teams in the delivery of high-quality products within committed timeframes
  • Mentor project team on IT methodology and drive consistent processes
  • Responsible for overall project execution strategy and set up resolution management
  • Responsible for overall project delivery quality, people management and development, project related employee retention

Required Experience

15+ years/ Mumbai/Bangalore