IT Service Delivery Manager - Infrastructure Services

Capgemini India Pvt. Ltd.
  • Mumbai
  • Confidential
  • 8-10 years
  • 01 Sep 2015

  • IT/ Information Technology

  • IT/ Technology - Data Center/ Manage Infrastructure Services
Job Description

Senior Service Delivery Manager is responsible and accountable for meeting contractual commitments and overall client satisfaction for the services in scope, and has the key role of identifying and developing opportunities to expand the contract or to capture new business.

*Oversees the execution of day - to - day operations for the given service line(s) consistent with Account Management and client requirements;
*Proactively manages the services in scope for large accounts, with assistance of SDMs reporting to them
*Understands in depth the contract commitments for sustaining work;
*Participates in the development of service delivery solutions presented to new and existing clients;
*Reviews service delivery models and confirms the ability of the organization to provide service delivery within the costs in the deal model;
*Works closely with Account Manager to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses; Service Delivery
*Provides proactive feedback on delivery issues and escalates issues to Account Management and 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);
*Possesses a thorough understanding of the business and commercial context of the organization. Service Quality and Improvement
*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

Desired Skills and Experience:

*8 - 10 years of outsourcing experience, bachelor s degree;
*Strong IT Infrastructure Services background
*experience of managing large global accounts
*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 fields to fully understand the details of the services that can be provided;
*Experience in a service line operational role providing infrastructure, application management or BPO/ 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
*Conflict Management Decision Making & Judgement Communicating Presentation Influencing Facilitation Planning and Organising
*Managing and Controlling Recommendation

Job Posted By

Sunayana Hasan
Global Sourcing

About Organisation

Capgemini India Pvt. Ltd.