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.  

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 business. This role is suitable for an individual who enjoys being part of a flexible, diverse team in a complex and variable environment.  

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 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.

•Be able to manage conflicting demands
• 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
• Outcome oriented
• 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

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2)  under the UK Government’s Disability Confident scheme.
As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:
Declare they have a disability, and 
Meet the minimum essential criteria for the role.
Please opt in during the application process.

Your security clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance. 
To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.
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.

Make it real – what does it mean for you?

You’d be joining an accredited Great Place to work for Wellbeing in 2024. 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, and we have invested in wellbeing apps such as Thrive and Peppy. You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way. 

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask.  When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts.  We 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. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion. 
Make it real | www.capgemini.com