Operations Manager

About us:

Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services.

Cloud Infrastructure Services is one of the biggest outsourcing service providers in Poland. Since the establishment of our first service center in Krakow in 2004, it has achieved great success and grown rapidly. In 2006, we opened a second center in Katowice and in 2012 a third center in Opole. Today, our team of 2,000 professionals delivers IT outsourcing services to 40 clients in 20 languages.

Position purpose:

Senior Operations Manager for Infrastructure Services will be responsible for delivery of the services as described under contract.

This role priorities are:

• Assurance that appropriately skilled and trained resources are deployed into the service and that they are working in accordance with agreed internal and customer procedures and standards.
• Maintain Customer Satisfaction by successful management of all service areas that has impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan).
• Assurance that finance objectives are met and service profits and losses are in line with the expectations.
• People Management with responsibility for legal and company internal polices compliance of all employees under manager jurisdiction.
• Act as a owner for the service, able to present own service, deal with senior level escalations, adapt service to change demand.

The overall objective of the Operations Manager is to manage the service effectively in such a way that the services supplied to the clients satisfy the requirements and meet contractual commitments.

Requirements:

• Excellent verbal and written English.
• Experience in Profit&Loss management. 
• Proven people management and leadership skills and at least 36 months of relevant experience.
• Should have handled international engagements.
• Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels.
• ITIL foundation certificate as minimum, PRINCE2 Foundation – would be an advantage.
• Able to recognize problems before they arise, plan effectively for future activities and manage unplanned events in a controlled manner.
• Experience in dealing with client contact at the senior level.
• Service delivery background in Infrastructure Management would be an advantage.
• Very good influencing skills and being able to demonstrate strong leadership.
• Hands-on operational style: generate confidence with own team by providing direction, ideas.
• Highly developed negotiating, presentation and communication skills.
• Resilient, focused and with strong achievement drive in a dynamic and fast moving environment.
• Quality oriented in all aspects of delivery.
• Able to work with a minimum level of supervision as well as perform under pressure and meet tight deadlines.

What we offer:

• 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.