Customer Service Delivery Manager

Capgemini Jobs

Capgemini U.S. LLC is one of the largest management and IT consulting firms in the industry. We offer management and IT consulting services, systems integration, technology development, and design and outsourcing capabilities -- all designed to help businesses continue to implement growth strategies and leverage technology in the new economy.

Capgemini's robust Outsourcing offerings include: Applications Management, Infrastructure Management and Business Process Management. We combine these services with our deep industry knowledge and experience to provide the change agent to accelerate business growth. We generate quality and speed through our proven tools, methods and global centers. These capabilities, coupled with our program management expertise are tailored to fit the most challenging business needs.

The organization employs approximately 55,000 people worldwide and reports global provisional revenues of about 5.7 billion euros.

Responsible for ensuring the delivery of the service or ensuring the technical solution meets contract specifications.  Manage the client relationship to ensure a high level of satisfaction.  Manage the delivery of services and associated service level agreements to ensure client requirements are met.  Coordinate and monitor the work of the service delivery service lines to resolve any problems with delivery of services to the client; and work to develop services that enhance the value of the company to the client. Represent the ?independent? third party for Capgemini with respect to service delivery to our client - balancing the internal Capgemini Service Line requirements to reduce costs, the account management requirement to grow the client relationship and the Capgemini requirement to deliver to our contractual requirements.

Role Responsibilities
1. Client Relations

Develop relationships with clients and user management; support  the overall client relationship strategy and act as the service delivery member 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.

Manage the day-to-day relationship with the clients to ensure a high level of satisfaction.

Serve as single point of contact for sustaining work, to include attending appropriate client review meetings, leading client root cause analysis and corrective action sessions, service delivery workshops, major service incidents etc.

Report service delivery measurements to clients and user management.

Understand client concerns, requirements and future plans for services provided.

Represent 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.

2. SLA Implementation/Performance Reporting

Oversee day-to-day operations from a client?s viewpoint.

Monitor effectiveness of developed and agreed processes.

Ensure adherence to company and client-defined standards and change control procedures.

Monitor performance indicators and statistics as part of service level management.

Ensure adequate controls are in place to detect adverse trends.

Ensure underlying causes of problems are monitored and that action to effect improvement is taken by delivery groups.

Ensure timely delivery and accuracy of regular (monthly) management reports for client.
Prepare and/or review summary reports on trends, root cause analysis and other reports before they are provided to the client for completeness, contractual requirements, SLA impact and service impacts.

3. Manage Service Delivery Groups

Effectively interact with Account Management, delivery teams & client relationships.

Co-ordinate the work of the required service delivery line to produce deliverables to meet client contractual requirements

Build relationships with service lines throughout the company .

Have 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.

4. Other Responsibilities

Oversee the execution of day-to-day operations for the given service line(s) consistent with Account Management and client requirements.

Understand in depth contract commitments for sustaining work

Drive client service and client satisfaction into the respective delivery organizations.

Provide proactive feedback on delivery issues and escalate issues to Account Management and delivery management.

Manage issues and changes from the clients? viewpoint.

Be accountable for Service Level Agreements on behalf of clients.

Perform other duties as required.

Participate in the development of service delivery solutions presented to new and existing clients. Review service delivery models and confirm the ability of the organization to provide service delivery within the costs in the deal model. Participate in sales discussions with existing and new clients providing service delivery and represent the Capgemini Service Delivery management methodology and approach to our clients.

Experience:
Extensive experience in the delivery of customer services to develop, maintain and improve the relationship with the client. Requires experience in a wide variety of information technology fields to fully understand the details of the services that can be provided.  Requires experience in a service line operational role providing infrastructure, application management or BPO/Customer Care services. Requires a detailed understanding of the various service level agreements and the performance measures required to manage the agreements and the relationship with the clients.  Requires excellent customer relations skills to understand client concerns and requirements; and to be able to assume overall control of and resolve complex customer issues.  Experience in project and program management is required.  8 -10 years in an outsourcing  operational  or Senior IT leadership role  s considered necessary to gain this experience.

Education:
Requires an excellent knowledge of information technology and systems to understand the services provided by the company and manage the service delivery agreements.  Requires a thorough knowledge of business principles and processes to manage the relationship with the clients and to monitor the effectiveness of the agreed-to processes.  Requires knowledge of project planning and project management methods to understand how the service level agreements and clients? expectations are developed.  Requires excellent written and oral communication skills to prepare reports, develop relationships with clients and interact with sales, project and service delivery staff.  This knowledge is considered to be normally acquired through the successful completion of four years of university study in appropriate subjects, or the equivalent level of education.  Additional industry certifications may also be helpful.

Capgemini U.S. LLC and its U.S. affiliates are Equal Employment Opportunity employers.  Capgemini conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, disability, citizenship, veteran status or any other classification protected by applicable federal, state or local employment discrimination laws.