Overview
As a Service Delivery Manager within Cloud & Infrastructure Services (CIS) you are responsible for the delivery of our key engagements. You explicitly aim to achieve the highest possible customer satisfaction by fulfilling the agreements made and offering new innovative and cost-efficient solutions.
Responsibilities
* Responsible for overall engagement management including budget, customer satisfaction, contractual compliance, service continuity, team motivation, and timely delivery.
* Act as the Customer Single Point of Contact.
* Implement structured processes to meet contractual service levels effectively.
* Proactively mitigate risks and detect issues.
* Manage stakeholders and daily customer interactions.
* Provide consolidated management reporting on service performance to both the Customer and Capgemini.
Your profile
You are flexible and dynamic and have the energy, commitment and resilience to achieve your targets in challenging and evolving business environments. Credible and collaborative, you are recognized as an important player in your domain and have a proven track record of service excellence with internal stakeholders and clients alike.
Prioritizing your own work, you deliver to agreed targets. You identify problems and pertinent areas for questioning as well as appreciate the actions relevant to solve issues. Developing techniques to improve service, you strive to build up your competence through training, development and experience. Likewise you foster techniques to present information efficiently and get buy-in in straightforward situations. Fully competent in your area, you take sound decisions and deliver a clear, well-structured and concise argument to support your opinion.
Qualifications
* At least 5 years of experience in managing outsourcing contracts (including KPI's, SLA's etc)
* Strong background in the domain of IT infrastructure
* Able to create a relationship of trust with the customers and to develop relationship at all levels of the organization
* Diplomatic, committed, team player
* Excellent command of Dutch/French and English
Seniority level
* Associate
Employment type
* Full-time
Industry
* IT Services and IT Consulting
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