Capgemini - Delivery Lead - Tools - Infrastructure

Delivery Lead - tools

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.

Qualifications

- 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;

- Expert knowledge in all areas of data center management and delivery in an outsourcing environment.