Operations:

§ Delivery of all operations services in line with SLAs and contractual commitments and obligations

§ Orchestration and management of services with all providing parties such as Global Delivery Centers (GDCs), regional contributors, and 3rd party vendors

§ Monitoring of key performance indicators (KPIs) and preparation of regular performance reports to assess operational effectiveness

§ Front-end leadership in crisis management and effective management and resolution of day-to-day client escalations associated with service delivery and service quality

§ Identification of potential risks and development of risk management plans to mitigate their impact on operations

§ Oversight and management of run projects, ensuring smooth integration into operations within committed timelines and budgets

§ Compliance with regulatory requirements and industry standards delivered to operational processes

§ Application of all ITIL V4 standards, processes, and best practices

§ Supporting and reporting on operational services to the Delivery Executive, client and internal teams

Client Management:

§ Development of client intimacy with key operational stakeholders

§ Aiding the success of client satisfaction, including containment of client escalations

§ Contribute to all operational communication and orchestration of Major Incident escalations

§ Ownership of all daily/weekly/monthly/quarterly operational reviews, in collaboration with the account team

§ Understanding of client business

Financial Management:

§ Management and control of all operational costs on the account, including identification and execution of cost efficiency plans, as dictated by the contract and Capgemini directives

§ Detailed forecast reporting for all delivery teams and 3rd parties. Accurate RU reporting for correct invoicing.

§ Identification of growth opportunities contributing to the overall financial health of the account (add on sales, margin improvement, run projects, …)

§ Review and amendments to the operating model.

Resource Management:

§ Direct management of all run resources dedicated to the account and leadership of all mutualized resources assigned to the account

§ Analysis of staffing and resourcing needs with respect to budget, customer expectation- and Capgemini requirements

§ Effective people management responsibility: evaluation, performance, promotions, retention, motivation, training and certifications, job rotations, on and off boarding

§ Effective management of all resources required for operational delivery such as 3rd party vendors, hardware and software assets

Transformation and innovation management:

§ Collaboration with the Delivery Executive and the account team to define and execute transformational strategies to support client business outcome

§ Implementation of automation initiatives identified for the scope of services

§ Leveraging of Capgemini technology solutions for delivery, cost efficiencies and growth opportunities

§ Identification and implementation of service optimizations through transformation and innovation initiatives, partnering with the client and with Capgemini entities

§ Contribution to technology and process insights and trends to create opportunities and grow business with the client

§ Lifecycle Management reporting

What you will bring (Required Skills and Experience):

§ 5 to 10+ years of experience within operations management with a proven track record in cost performance, delivery, and client management

§ Ability to plan and manage operational processes for maximum efficiency and productivity

§ Strong problem solving and analytical skills

§ Excellent communication and leadership skills

§ Ability to work in a fast paced, customer driven environment and handle multiple priorities

§ Good knowledge of financial and contract management

§ Experience in stakeholder management, including conflict resolution

§ Knowledge of latest technology trends, tools, and solutions

§ Understanding of Cloud Infrastructure Services portfolio, sector offers and market challenges

§ ITIL v4 certification

What success looks like (KPIs):

§ Direct Costs in line with budget

§ Cost optimization in line with expected stretches

§ Client satisfaction measured through the OTACE survey and NPS

§ SLA Delivery

§ Delivery Performance (MI/MTTR, etc., as per Business Performance KPIs)

§ Automation penetration defined for the account

§ Retention of critical resources

§ Contract renewal