Job Description

About Capgemini A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion.
Responsibilities:

• Work with client to ensure the services are seamlessly delivered and committed KPIs are met
• Work with internal project managers to ensure smooth delivery of services and it meets and exceeds the customer demand
• Take ownership of Major incident, establish communication channel with various resolution parties and coordinating with impacted application owners to ensure impact and outage caused by the incident is minimum
• Track the service delivery performance of team and establish a plan to meet customer expectations, and plan for new client demands/KPIs
• Prepare and publish service delivery report to client giving performance details like SLAs compliance, KPIs, RAID log, Release details, etc
• Work with project team to ensure the software currencies and certification are maintained up to date, security compliance maintained
• Come up with improvement plan and actionize it to have continuous improvement on service delivery offering
• Be part of resource management team like coming up with staffing and recruitment plan for upcoming demands, training and mentoring the team
• Suggest and implement cost reduction without sacrificing customer KPIs thru automations, Lean process implementation, Cross skilling, etc
• Build strong relationship with teams and stakeholders of internal and external team, vendor team

Requirement:

• 12+ years of total IT experience
• 6+ years of experience in customer service and business management
• Excellent organizational and leadership skills with strong stakeholder management experience.
• Experience in managing external vendors
• Good understanding on SDLC (Waterfall and Agile), Release, Change and Configuration management.
• Customer service and Leadership
• ITIL Service delivery process
• Good understanding of relevant processes and practices (incident management, change management, request fulfillment, problem management etc.)
• Excellent communication, Project management, Quality control skills
• Excellent verbal and written communication skills.
• Strong experience using ITSM tools (Jira, ServiceNow, etc.)

Let's talk about what's in it for you!
Passionate people are Capgemini's Ace of Spades - join us to discover a career that will challenge, support and inspire you. Working at Capgemini you'll find the rewards are more than just financial. You will work alongside some very smart and inspiring people on exciting projects and you will also enjoy incredible benefits. We offer flexible work practices and 40 hours of self-development every year with a huge selection of learning opportunities to choose from.
As "Architects of Positive Futures", Capgemini actively supports the community in 3 ways:
Diversity and Inclusion - we believe diversity of thought fuels excellence and innovation, which is why we positively encourage applications from suitably qualified candidates regardless of their gender identity, ethnicity, sexual orientation, religion, ability, intersex status or age. To support our commitment to diversity and inclusion, we celebrate special events and days of significance that are important to our employees such as Diwali, Bastille Day, Pride, IDAHOBIT, IWD and International day of people with Disabilities. Our Employee Resource Groups Women@Capgemini and OutFront support the grassroots passion of employees to drive our diversity agenda and effect change.
Digital inclusion - at Capgemini we are using our skills to drive social impact initiatives focusing on helping society address the impact of the digital and automation revolution. We also provide employees with opportunities to give back to the community through charity projects and volunteer days.
Environmental Sustainability - Capgemini joined the CDP's (Carbon Disclosure Project) prestigious "A list" for its commitment to the Net-Zero economy. We are focusing on helping our clients transform towards more sustainable business models and committing to reduce our own carbon emissions (GHG) by 20% per employee by 2020.
Recognised by Ethisphere as one of the World's Most Ethical Companies for the last 8 years in a row, ethics and values are at the heart of Capgemini's corporate culture and business. Embedded in our DNA, our seven values - Honesty, Boldness, Trust, Team Spirit, Freedom, Fun and Modesty - have remained the same since company inception in 1967. To see how we bring these values to life, click here to listen to some of our employee’s stories.
Come join us, bring your whole self to work, create new possibilities for you, your customers and your community and help us to be Architects of Positive Futures.