Service Delivery Manager
About the job you're considering
This is an exciting time as we support large scale client transformation across a wide range of technologies. In this crucial role as Service Delivery Manager you’ll work with our Capgemini team supporting one of our largest clients globally.
This role is suitable for an individual who Enjoys being part of a flexible, diverse team in a complex and variable environment. Working as a single point of contact between the Service Managers and the Delivery Teams and to act as an escalation point for live service issues. The role will involve the ownership of existing and new services. Managing customer relationships, including preparation for business events, forecasting and improvement initiatives. Ensuring that team financial forecasts are managed in a regular and timely manner and that actuals are accurately and promptly reported as part of the M-Review cycle with support of PMO. Support the Incident Management processes and manage the communication response ensuring the required information is available to both management, technicians and the business. Support the Major Incident processes and manage the communication response ensuring the required information is available when required by both management and technicians. Reporting of uptime and availability of the live operational services/infrastructure including the management of Service Level Measures and associated commercial discussions. This role benefits from hybrid working and would require you to come into our office on average two to three days per week, this could fluctuate from time to time as office attendance is dependent on business needs. Our offices are based in Telford and Worthing.
Your skills and experience
We are looking for an individual who is prepared to be flexible, covering a variety of different activities in the Service Management space. We are looking for someone who is not afraid to take on a challenge, take ownership of issues whilst helping to develop the future strategy and service framework. Flexibility to provide out of hours on-call escalation cover for the live services will also be required. Qualified ITIL Expert/Master, Service Management and Introduction on high performance/high availability systems. Cloud experience desirable.
• Interface with key third parties and internal HMRC functions
• Support service delivery and service improvements
• Takes ownership of service issues
• Excellent communicator and stakeholder management
• Lead in alerting, reporting and monitoring of live service
• Report against SLA and KPI’s, produce management information with detailed analysis
• Proactively engage with and lead major incident management when required
• Lead and assist with continuous service delivery improvement initiatives
• Is confident working in an Agile environment
Your security clearance
To be successfully appointed to this role, it is a requirement to be eligible for Security Check (SC) clearance.
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years and have permanent residency in the UK.
Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.
Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.
What does get the future mean for you
We aim to build an environment where employees can enjoy a positive work-life balance. Through our New Normal campaign, we are looking to embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.
Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy.
Why you should consider Capgemini
Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. But when you join Capgemini, you join a thriving company and become part of a diverse collective of free-thinkers, entrepreneurs and industry experts. A powerful source of energy that drives us all to find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses. And it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge and always pushing yourself to do better, you’ll build the skills you want. And you’ll use them to help our clients leverage technology to grow their business and give innovation that human touch the world needs. So, it might not always be easy, but making the world a better place rarely is.
About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.