Capgemini Infrastructure Services is one of the biggest outsourcing service providers in Poland. IS has achieved great success and grown rapidly since the establishment of our first service center in Krakow in 2004. 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.
Service Delivery Manager (German language)
Place of work: Kraków
Ref. no SDM/German/KRK
Position purpose
- Owns the quality of service delivered from IS delivery including performance reporting
- Acts as a focal point of contact for the Customer, Account Manager and Capgemini IS delivery, 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
- Managing the cost of the service and being responsible for the service costs improvements
- Maintains a broad understanding of the underlying technology required to deliver the service and the Global IS strategies that may affect the client
- Act as a first point of escalation in relation to the operational delivery of the service
Main accountabilities
- Co-ordinate all IS Delivery activities to deliver the service in accordance with contractual scope, and target levels
- Secure the cost budget/forecast and permanently review cost performance identifying cost saving opportunities
- Ensure IS 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
- Intervene where IS Delivery short-comings are identified
- Ensure all Capgemini management and staff involved in the delivery of the service understand its scope and requirements from a IS 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 IS area and work with the other client SDMs
- Develop and maintain a Continuous Service Improvement plan in conjunction with IS delivery together with the client SDMs
- Ensure sufficient and appropriate capacity to run the service from a IS delivery perspective
- Deliver additional services, coordinate team extension etc.
Requirements
- Experience in customer and customer’s expectations management
- Proven experience with client interfacing
- Good influencing skills and being able to demonstrate strong leadership qualities
- Good programme management and staff management capabilities
- Excellent communication skills
- Fluent English both written and verbal
- Fluent German both written and verbal
Personal Attributes
- 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
What we offer
- Interesting and stable job in international team
- Competitive salary with attractive benefit package
- Free private medical care
- Flex benefits
- Additional life insurance
- Intensive training package
- Opportunity of personal development in a multinational environment
- Friendly working atmosphere
