Service Manager (2017 - G45) in Diegem

Job Description

Capgemini provides end to end Application Management & Development services ranking from production incidents resolution to functional evolution scoping from small evolutions to large projects. And this, through evolutions/transformations

Direct report to the Delivery Manager (accountable for the contractual aspects), we expect the Service Delivery Manager to:

• Be responsible of the overall engagement in terms of budget, Customer satisfaction, SLA compliancy, service continuity, team members motivations, respect of qualitative & timely delivery
• Be the Customer Single Point of contact for Application Management & Development subjects
• Manage the operational activities in accordance to the agreed commitments
• Evaluate Service team risks, identify and execute risk mitigation actions
• Conform to the engagement prioritization, identify & assign resources on service activities
• Drive- End-to-End the problem, change, release, capacity, performance management and reporting
• Define the releases scoping  planning in collaboration with the Customer.
• Be accountable of the release management process  (with support of the technical leader) & execution with respect to commitments.
• Provide consolidated management reporting to the Customer and Capgemini on the services delivered.
• Prepare, present & report  steering committee
• Manage & report on budget aspects.
• Plan and supervise the execution of Capgemini  & 3^rd parties quality reviews
• Manage continuous improvement of the service team
• Manage the evolution of the Service Quality Plan & SLA
• Inform all staff of relevant templates, guidelines, process and best practices to be used in the Services
• Provide consolidated view to Capgemini mgt & customer of the overall engagement including projects when appropriate
• Play a key role in add on sales with Sales & Delivery Management team.

Experience :

The candidate must have relevant experience in application management domains: 5-7 years is a minimum and, should be ITIL certified.

Personal skills :

• Leadership
• People manager in heart
• Customer  & service oriented
• Qualitative Results driven.
• Make it happen, specifically in critical & difficult contexts.
• Pro-active
• Positive thinking.
• Strong communication skills: to manage steering committee & customer daily contacts
• Accurate, reliable, assertive, structured.
• Able to keep the overall view and to dig easily into details when needed
• Able to work under pressure and able to manage multiple tasks
• Able to manage & report to Steering committee level.

Dutch & French speaking with good knowledge of English