Service Delivery Manager

Closing date
11 Jun 2022

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Technology & New Media
Contract Type
Full Time
Service Delivery Manager - Telford (Flexible Working) The Job On Offer
We're excited to be offering this opportunity to join our established and rapidly expanding team, working across a diverse range of technologies and areas of the busines. 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 HMRC Service Managers and the Delivery Teams and to act as an escalation point for live service issues.
Your Role
  • Co-ordinate delivery of services ensuring they are delivered in line with contractual obligations and Service Levels via appropriately skilled and managed staff. Business disruption due to service outages is minimised
  • Manage finance in accordance with Capgemini and MU financial policies where applicable.
  • Services can be supported to forecast capacity.
  • Ensure services are fit for purpose, use and
  • support, with mitigated risk and delivered to agreed measures.
  • Ensure new or changed services are fit for purpose and seamlessly transitioned into Live.
  • Working closely with Delivery Centres and 3rd Party Suppliers to ensure they are aware of and are fulfilling their Service Delivery responsibilities in line with the agreed processes and measures.
  • Ensure senior stakeholder requirements & perceptions are successfully managed and escalation is appropriate and timely.
  • To develop and manage relationships with Customer, act as a single point of contact for Capgemini and identify and develop potential opportunities or business development.
  • Work collaboratively with Delivery Centres, Clusters and Central Delivery Operations (CDO) contributing to the overall success of the Delivery Unit.
  • Ensure Service Overview Documents are complete, accurately reflect Capgemini responsibilities and protect Capgemini. Manage risk appropriately.
Your Profile
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.
  • Cloud experience desirable
  • Be able to manage conflicting demands
  • Interfaced with key third parties and internal functions
  • Supported in service delivery and service improvements
  • Has taken ownership of service issues
  • Excellent communicator and stakeholder management
  • Experiance in alerting, reporting and monitoring of live service
  • Reported against SLA and KPI's, produce management information with detailed analysis
  • Outcome oriented
  • Experiance in proactively engaging with major incident management
  • Has Lead and assisted with continuous service delivery improvement initiatives
  • Is confident working in an Agile environment
  • Qualified ITIL Expert/Master
Why Capgemini Is Unique
  • We realise a Total Reward package should be move than just compensation. At Capgemini we offer range of core and flexible benefits and have a Peer Recognition Portal called Applaud.
  • 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.
  • At the Capgemini we offer opportunities to contribute to society, make a difference to the world and help Architects of Positive Futures. Through our sustainability framework Capgemini is at the cutting edge of helping organisations accelerate their net zero and wider sustainability ambitions.
Get The Future You Want
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.

Capgemini. Get The Future You Want.
Why Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology.

The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future.

It is a responsible and diverse organization of 300,000 team members in nearly 50 countries.

With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms.

The Group reported in 2020 global revenues of €16 billion.

This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.

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