Mumbai / Navi Mumbai
7 years ago
40 Applied
JOB ID:4076
Job Type
Full Time
Functional Area
Admin
Industry
IT-Software/Software Services
Education
Not Specified
Experience Required
9 - 12 Yrs
Salary
12 - 15
Key Skills Required
Other Skills Required
Languages
English
Job Description
- Oversees day-to-day operations to ensure contractual commitments are met for the areas managed by the SSDL or other SDMs
- Proactively manages teams providing services in scope, directly or with assistance of line managers and has two managers directly reporting to them (this will be dependent on the contract, a staff of 30 on-shore resources);
- 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/delivery issues and for service towers regarding client issues / opportunities / contractual obligations;
- Works closely with Account Manager/SSDM to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses.
- Service Delivery
- Reviews SSDLs recommendations for delivery targets appropriateness and liaises with Capgemini management/Client representatives to address issues or concer
- Oversees day-to-day operations to ensure contractual commitments are met for the areas managed by the SSDL or other SDMs
- Proactively manages teams providing services in scope, directly or with assistance of line managers and has two managers directly reporting to them (this will be dependent on the contract, a staff of 30 on-shore resources);
- 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/delivery issues and for service towers regarding client issues / opportunities / contractual obligations;
- Works closely with Account Manager/SSDM to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses.
- Service Delivery
- Reviews SSDLs recommendations for delivery targets appropriateness and liaises with Capgemini management/Client representatives to address issues or concerns;
- Monitors SLA achievement and CSIP performance to identify negative trends and implement get-well plans;
- Owns the Service Improvement plan (Where applicable) ;
- Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency;
- Owns delivery of standard BAU projects (depending on contract), shows a thorough understanding of applicable project management and/or operational management standards and procedures as well as of the business and commercial context of the organization.
- Service Quality and Improvement
- Works with line managers and SSDLs to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales;
- Owns and drives forward improvements within the managed teams and produce recommendations for service improvements;
- Reviews quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information;
- Acts as an escalation point for client issues, escalations and complaints;
- Reviews and provides assistance to SSDL in manages OTACE for owned services.
- Financial control and support
- Has a substantial input in the management of the financial cycle including invoicing and cost management;
- Assists Account Manager/SSDM in the creation of the account’s M-Pack;
- Forecasts revenue and costs for the assigned project codes;
- Ensures that cost control is maintained for the assigned project codes.
SLA Implementation/Performance Reporting
- Completes SLA measurement and analysis management to ensure all commitments are met;
- Ensure timely delivery and accuracy of regular (monthly) management reports for client and attends review meetings (if applicable);
- 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;
- Provides service performance reporting to Client and Capgemini Management (as required).
- Client Relations and Service Development
- Has a substantial input in the development of contractual schedules and Service Level Agreements in line with the current service line aspirations;
- Develops and maintains close working relationships with representatives of Capgemini in the world and Client;
- Identifies and assists in the perusal of business opportunities within the existing contract with the Client;
- Recognises commercial opportunities and engages in Commercial negotiation with input from Account Manager and SSDM.
About 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 over 340,000 team members in more than 50 countries. With its strong 55-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 2021 global revenues of €18 billion.
Capgemini in India comprises over 150,000 team members working across 13 locations: Bangalore, Bhubaneswar, Chennai, Coimbatore, Gandhinagar, Gurugram, Hyderabad, Kolkata, Mumbai, Noida, Pune, Salem and Tiruchirappalli. ... See More
About 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 over 340,000 team members in more than 50 countries. With its strong 55-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 2021 global revenues of €18 billion.
Capgemini in India comprises over 150,000 team members working across 13 locations: Bangalore, Bhubaneswar, Chennai, Coimbatore, Gandhinagar, Gurugram, Hyderabad, Kolkata, Mumbai, Noida, Pune, Salem and Tiruchirappalli.
Who We Are
We at Capgemini, are a diverse global collective of more than 340,000 strategic and technological experts who are passionate about finding new ways technology can help our clients, our people, and our communities get the future they want.
Capgemini’s seven Values were chosen by our founder Serge Kampf and are at the heart of our culture and identity. From our approach to ethics to the way we interact with one another, honesty, boldness, trust, freedom, team spirit, modesty, and fun guide and inspire all we do and have led to us being recognized as one of the World’s Most Ethical Companies by the Ethisphere Institute 10 years in a row. Every day, we strive to operate in an exemplary manner and earn the trust of everyone we work with and the communities we serve.
Our Purpose
At Capgemini, we are driven by a shared purpose: Unleashing Human Energy Through Technology For An Inclusive And Sustainable Future.
Our People Promise
Our Brand promise - Get The Future You Want - captures the spirit of our people and is committed to bringing to life our Group-wide Capgemini Purpose, stated above We want our teams, clients, partners, and communities to feel that change can happen the way they want it!
What We Do
We help today’s leading companies transform and manage their businesses through technology to shape the future of their industries and drive tangible business impact. We apply a breadth of expertise to address the full range of business needs across four areas: Strategy and transformation, applications and technology, engineering, and operations. We work with 85% of the 200 largest public companies on the Forbes Global 2000 list. See Less
