Capgemini Service Delivery Manager - Oak Brook, IL in Oak Brook, Illinois

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 200,000 team members in over 40 countries. The Group reported 2017 global revenues of EUR 12.8 billion (about $14.4 billion USD at 2017 average rate).

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Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

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Location : Oak Brook, IL Must be willing to commute to the Oak Brook office.

Role responsibilities:

Specialized/Practical Knowledge

· Ensuring end-to-end contractual compliance of the run services as delivered by the Service lines;

· Transformation and project delivery, including adoption of change management;

· Having total overview of all services, spotting risks and adjusting plans and execution in cooperation with the Operation Delivery Manager (ODM) or as the combined ODM;

· In case of an Anchor account, the SDM is accountable for overall bookings, revenue and CM% and OTACE on the account, dotted line reporting to the Head of Operations in the region;

· In case of a Strategic or Target account, the SDM is accountable for contract revenue, CM% and OTACE on the account, dotted line reporting to the Account Executive within the account;

· Identifies further service/project opportunities to grow business & revenue;

· Understands, anticipates and influences customer demand for services and ensures that service delivery organizations are capable to fulfil the demand;

· Client Intimacy;

· Works closely with assigned ODMs or as the ODM to address client needs and demands;

· Assists with developing solutions that meet client needs and can be delivered in a fashion that allows firm financial targets to be achieved;

· Know where to go within the delivery organization to get issues addressed and resolved;

· Maintains compliance to regulatory obligations and ensures that operations are delivered securely.

· Coordinates all services delivered to the customer, in compliance with the contract;

· Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand;

· 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 issues and for service towers regarding client issues / opportunities / contractual obligations;

· Works closely with (AE if applicable, ODM and Region) to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new business;

· Works closely with Capgemini legal team on contract items, issues and change requests;

· Works closely with or as the ODM to track project status, issues and issue resolution. The ODM’s proactively manage the teams providing in scope services;

· Typically, the scope of the services will be span multiple technology towers/services or multiple geographies, requiring coordination with Delivery Team Leaders;

· Accounts can span multiple practices, with little some cross line of business activity, Apps, Consulting, BPO coordination of service delivery, reporting, and escalation;

· Vertical industry knowledge of the customer domain would be assumed or gained during term of contract;

· Sales and Solution knowledge would be preferable as SDM may be asked to participate in customer orals sessions, solution development or governance review stage gates.

Service Delivery

· Monitors SLA achievement and CSIP performance to identify negative trends and agree with ODM get-well plans implementation;

· Develop, consult and execute SIP. Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency;

· Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand;

· Works with operations to ensure cost containment and reduction is per the deal solution.

Service Quality and Improvement

· Works with or as ODM and Vendors to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales;

· Assess quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information;

· Provides feedback and coaching to avoid reoccurring errors;

· Acts as an escalation point for client issues, escalations and complaints;

· Manage OTACE for owned service;

· Reporting internally and to client (M-pack, risk & issue log, N2K, SQP, client alert).

Financial control and support

· Financial control (billing, WIP, AR, forecasting);

· Manage financial cycle including invoicing and cost management;

Service Delivery Management (SDM) covers the management of ongoing services to clients. This includes all service support and service management processes (in line with ITIL/ASL definitions) plus others which are required for a specific engagement. SDM roles ensure that the service to the client meets contractual requirements and service level agreements (SLAs). Based on service delivery realization and deviation, the SDM agrees on service improvements together with the client. SDM includes the roles of Service Delivery Manager, Service Management Consultant, Service Coordinator, Service Administrator plus Change, Incident and Problem Managers. It therefore covers tasks from logging & progressing problems & incidents to managing the quality and commercial success of a service to a client.

Required Skills and Experience:

You ensure that the managed areas within your service are performing to contractual targets and you identify service improvements where appropriate. In addition, you are acquiring a thorough understanding of the client’s business and are starting to develop relationships with client representatives, identifying ways of adding value. You manage some aspects of day-to-day operations with a focus on achieving SLAs and KPIs for relevant areas. You are responsible for providing in-scope services for specific areas, with assistance from technical leads.

• Qualification: 7 – 10 years (3 years min relevant experience in the role), Bachelor's Degree

• Qualification: At least certified on EM foundation (level 0).

• Must have experience in Negotiating and Continuous (Service) Improvement.

• Should be proficient in Transition Management, Change Management & Project Financials, KPT & Reporting.

Job: Infrastructure

Organization: CIS US MS

Title: Service Delivery Manager - Oak Brook, IL

Location: IL-Oak Brook

Requisition ID: 041350