Service Delivery Manager/O2C Global Process Owner

Service Delivery:

• Ensures that all targets and deadlines defined in KPI\'s and SLA\'s are met according to Client’s expectations. Maintain and develop process controls to secure that completion of above.


• Assigns priorities for operations and high quality services delivered to the Client.


• Ensures that all deliverables for the project are identified, tracked, followed and executed on ongoing basis.


• Secures sufficient pool of resources to perform operations for the Client.


• Follows the engagement’ budget and perform budget analyses.


• Ensures that operations are run according to engagement’s financials / budget: Controls the cost against the billable revenue and operational needs. Approve and control expenses for the project. Review financial data and creates budgets/forecast. Support billing/invoicing calculation based on contract. Identify potential risks related to project’s financials and report them to senior management. 

O2C Global Process Owner

• Oversees and ‘owns’ O2C Processes across Delivery centres in terms of: standardisation, process documentation, process controls and process improvements – current O2C FTEs globally: app 60.


• Approves, coordinates and communicates the process changes and process exceptions.


• Supports the Delivery teams in critical escalations and issues.


• Cooperates with Project GPO – strategic and tactical plans, key changes and alignments.


• Manages the team of O2C SMEs (3-4 people). 

Leadership / Team Management:

• Creates strong and effective teams motivated towards effective performance and objectives realization of targets.


• Based on the scope and forecast, identifies the recruitments needs both in regards to team size and profiles for recruited employees.


• Defines the expectations towards employees and set and review team/individual objectives.


• Ensures the workload is properly assigned to employees.


• Identifies and develops talents. Develops individuals with coaching, delegating and constructive feedback practices.

Continuous Improvements:

• Promotes Continuous Improvement culture - strives to simplify, standardise and improve processes across all countries towards quality / productivity improvements.


• Works with the Client / internal stakeholders in order to get the buy-ins and approvals.


• Ensures that appropriate controls are implemented to reduce the risk delays and errors. Ensures IMS/Security requirements are met both in terms of teams behaviour and engagement documentation.

Contribution to the Selling / Transformation Process:

• Identifies the new opportunities of potential areas where scope of engagement can be increased. Encourages the Client to identify other areas that could have the impact on scope increase.


• Supports Capgemini sales process / bids – data collection / sharing, clients visits, knowledge / experience sharing. Takes the opportunity to increase scope of services performed within the company by participation in selling process.

The main purpose of the role is managing the Delivery Center effectively on daily basis including operations, finance and leadership. Provide the Client with high quality service. Support the Leadership and Global Account Management to maintain tactical relationship with client stakeholders. Ensure that all Service Level Agreements and KPI\'s are kept according to schedule and targets. Develop teams and employees, promote team work and provide employees with coaching and leader’s support. Focus on developing expertise and experience and support operations delivery teams in Krakow as well as across engagement’s delivery network in various areas.

• Related experience in business and service delivery, ideally in global multi-center delivery network


• Advanced knowledge of Finance and Accounting


• Very good Client facing skills


• Ability to influence the senior management


• Strong relationship building, communication, and negotiation skills


• Change management skills


• Able to work on multiply tasks in demanding environment


• Advanced project management skills


• Fluency in English


• Positive / ‘can-do’ attitude

• 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 philosophy.


• 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. ACCA, Prince2, PMP). 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.