Operations Delivery Manager (German Language)

• Co-ordinate all Operations activities to deliver the service in accordance with contractual scope, and target levels


• Permanently review cost performance identifying cost saving opportunities 


• Ensure Infra Capgemini performance against SLA’s and KPI’s and take evasive action to avoid potential breaches


• Prepare reports, internal and external, according to the contractual requirements 


• Collect customer’s requirements and control their implementation 


• Participate in internal and customer-related meetings, in service review meetings held as per the governance structure


• Intervene where Infra Data Services Operations short-comings are identified


• Ensure all Capgemini management and staff involved in the delivery of the service understand its scope and requirements from a Infra perspective


• Ensure performance of third parties against OLA targets from the Service perspective


• Provide regular formal and informal feedback to the Client and Account Management regarding aspects of the service


• Act as an initial escalation point, “own” all issues once escalated in the Data Services Operations area and work with the SDM


• Develop and maintain a Continuous Service Improvement plan in conjunction with Data Services Operations delivery together with the SDM


• Ensure sufficient and appropriate capacity to run the service from Data Services Operations delivery perspective


• Deliver additional services, coordinate team extension etc.

ODM plays an interface role between Service Delivery Manager and the Delivery Towers – that provide the different services to the client. In this role the ODM is accountable for delivering the run services towards a client or a specific set of clients.

Objectives:

• Owns the quality of service delivered from Infra Data Services Operations delivery including performance reporting 


• Acts as a focal point of contact for the Customer, Service Delivery Manager, Account Executive and Capgemini Infra Data Services Operations, for the delivery of services to the client 


• Maintains a detailed knowledge of contracted service requirements (SLA’s and OLA’s) and the potential business impact of service failures


• Is responsible for the service costs improvements 


• Maintains a broad understanding of the underlying technology required to deliver the service and the Global Infra strategies that may affect the client


• Act as a first point of escalation in relation to the operational delivery of the service

• Experience in customer and customer’s expectations management 


• Proven experience with client interfacing 


• Service management knowledge according to ITIL


• Very good influencing skills and being able to demonstrate strong leadership qualities


• Very good program management and staff management capabilities


• Highly developed negotiating skills and excellent communication skills


• Fluent English and German both written and verbal

• Team player with the ability to build relationships with internal teams and external clients


• High level of business manners


• Enthusiastic, confident with a “can do” attitude


• Able to communicate well across the organization


• Organizational and analytical skills, accuracy and ability to work to tight deadlines


• Ability to multitask and work under pressure


• Mobility

• You will work in multinational, stable company for c.a. 100 Blue Chip Clients- known, global brands, supported by 6000 professionals in 30 languages


• You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen


• You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ITIL, Vmware, Citrix, Oracle Database). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.


• You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.


• You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program)


• As a disabled person you will get professional support. We are open to provide assistive technologies for people with diverse disabilities. We care about inclusion and equal rights approach. We conduct disability awareness trainings. Join our Win with Capgemini Program for people with disabilities