Delivery Leader - Automation Tools - Infrastructure

Capgemini India Pvt. Ltd.
  • Bangalore, Mumbai
  • Confidential
  • 13-18 years
  • 30 Jul 2015

  • Project/ Program Management IT

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

Delivery Lead is responsible for the end to end delivery of tools services to various accounts and geos and developing the CoE for the same.

Responsibilities General :

Responsible for delivery of tools services across Geos / accounts
Ensures that the performance of all global OS teams is consistent and meets contractual requirements (where applicable)

* 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 SSDMs to plan the overall client relationship strategy across all managed accounts, ensuring consistency in the initiatives to of cost reduction, service improvement and new businesses; Service Delivery
* Is a point of escalation and provides top-to-bottom feedback on delivery issues and concerns;
* Manages issues and changes from the delivery team & clients' viewpoint;
* Liaises with the delivery teams & clients to identify new opportunities and oversee major initiatives and completes continuous review of contractual achievements and liaises with Capgemini management/Client representatives to address issues or concerns;;
* 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 a point of escalation for service improvements initiative that require further Client/Capgemini Management or Global OS teams engagement;
* Participates in Client review meetings (where required) and supports SSDMs in the delivery of reports, projects and other commitments.
* Provides feedback and coaching to avoid reoccurring errors; Financial control and support
* Leads sales discussions with existing and new clients providing service delivery and represents 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 for large Global Clients or for selected groups of smaller accounts;
* Reviews the account's M-Pack for large Global Clients or for selected groups of smaller accounts in collaboration with Account Manager;
* Ensures that cost control is maintained for for large Global Clients or for selected groups of smaller accounts; SLA Implementation/Performance Reporting
* Oversees the initiatives taken to ensure all Client commitments are met;
* Ensures adherence to company and client-defined standards and change control procedures; 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 representatives of Capgemini in the world and Client(s);
* Owns the relationship with clients and user management;
* Supports the overall client relationship strategy and supports the SSDMs who act as service delivery members 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;
* Understands client concerns, requirements and future plans for services provided;
* 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;
* Provides leadership to SSDMs to identify and pursues business opportunities within the existing contract with the Client, ensuring these are aligned with the Service Line objectives;
* Recognizes commercial opportunities and engages in Commercial negotiation where necessary. 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.


* 8-10 years of outsourcing experience, bachelor's degree;
* 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 tools deliveries
* Deep understanding of infrastructure management tools and ability to provide out of the box solutions
* Demonstrated experience of delivering wining solutions and driving efficiencies through effective use of tools
* 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 is required;

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About Organisation

Capgemini India Pvt. Ltd.