Service Delivery Manager

3 weeks ago

Wellington City, New Zealand Capgemini Full time

Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what’s possible. Capgemini. Get the future you want.

Let’s talk about the role and responsibilities
- Ensuring client satisfaction with delivery of services is according to our agreements with Capgemini clients
- Manage SLAs and compliance for incidents, service requests, problem tickets and action items
- Create, maintain and develop positive relationships with key stakeholders at clients to ensure effective operational delivery
- Manage effective delivery of services to clients including incidents, problems, action items and service requests (ITSM)
- Produce reporting for client-side Service Delivery Managers detailing important changes, incidents, workload and action items relating to all services.
- Create monthly operational reports presenting statistics relevant to service operations metrics and the level of client service provided as required

Let's talk about the team

Our Cloud Infrastructure Services practice brings together the right technology, processes and culture to deliver business agility and cost reduction to our clients. We provide cloud focused client advisory and delivery services on areas such as hybrid cloud, workplace services, security, service desk and cloud service management/delivery.

Capgemini has proven experience in building cloud strategies that have enabled our clients to adopt a cloud-first approach to achieving their business objectives. Our Cloud Infrastructure Services enable enterprises to overcome the barriers to cloud adoption and manage the real business risks.

**Let’s talk about your capability and experience**
- Highly experienced in Incident and Problem Management
- Experienced in providing services to agreed SLA’s and OLA’s
- Extensive knowledge and experience in information technology operations management using ITIL with knowledge of the full IT lifecycle
- Demonstrable experience in influencing conflict resolution
- Excellence in customer service with the ability to develop partnerships with key stakeholders and business units.
- Ability to plan and deliver oral and written communications that are impactful and persuasive to the intended audience
- Ability to multi-task, work under pressure and to tight deadlines
- Committed to ethical practice, equity and diversity.
- Excellent interpersonal, presentation, negotiation and liaison skills.

About Capgemini

At Capgemini, we are more than just a business, we are a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people and our communities get the future they want.

Our people are the key to making this vision a reality, which is why we have been recognised by the Australian Workplace Equality Index as LGTBQ+ ‘Employer of the Year’ and ‘Inclusion of Trans and Gender Diverse Employees’ for the past two years. We believe in creating a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work, contributing to our inclusive culture and truly belong, and our staff-led community groups are a testament to this commitment. We are committed to being active allies for everyone.

We believe by combining the power of the latest technology with our human energy, we can drive sustainable thinking into our operations and the work we do with clients. Its why we are committing to becoming a carbon neutral business by 2025 and net zero by 2030.

Empower yourself with the knowledge and skills you need to succeed with our access to premier learning platforms, sought-after certifications and boundless development opportunities. You’ll be encouraged to gain at least 40 hours of training each year.

For over 50 years our values and ethics have been at heart of our 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 recognised as one of the World’s Most Ethical Companies by the Ethisphere Institute 10 years in a row.

Our Commitment to Diversity & Inclusion

Information Security and Compliance

Capgemini Australia has developed and manages, process orientated Management Systems compliant to the requirements of ISO9001, ISO27001 and ISO14001. We are committed to delivering secure solutions and services through state-of-the-art processes and continual improvement frameworks in line with industry best practices as well as contractual, statutory, and regulatory requirements.

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