Capgemini Business Process Outsourcing is one of the first and the biggest outsourcing center in Poland providing services in 28 different languages in the areas of: finance, accounting, banking, procurement, customer care and marketing services. BPO employs over 2200 specialists in its offices located in Krakow and Katowice.
Currently, to our IOS Center in Krakow and Katowice we are looking for candidates for the position of:
Service Delivery Manager
Place of work: Katowice
Job Description:
- Owns the quality of service delivered from Eastern Europe IOS delivery including performance reporting,
- Acts as a focal point of contact for the Customer, Account Manager and Capgemini Eastern Europe IOS 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,
- Maintains a broad understanding of the underlying technology required to deliver the service and the Global IOS strategies that may affect the client,
- Act as a first point of escalation in relation to the operational delivery of the service,
- Co-ordinates all Eastern Europe IOS Delivery activity 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,
- Ensures Eastern Europe IOS Capgemini performance against SLA’s and takes evasive action to avoid potential breaches,
- Intervenes where Eastern Europe IOS Delivery short comings are identified,
- Ensures all Capgemini management and staff involved in the delivery of the service understand it’s scope and requirements from a EE IOS perspective,
- Acts as a stakeholder in scope of Incident and Problem Management processes,
- Ensures performance of third parties against OLA targets from the Service perspective,
- Provides regular formal and informal feedback to the Client and Account Management regarding aspects of the service,
- Acts as an initial escalation point and “owns” all issues once escalated in the Eastern Europe IOS area and works with the other client SDMs,
- Ensures issues are followed through to completion by assignees within the IOS area,
- Develops and maintains a Continuous Service Improvement plan in conjunction with Eastern Europe IOS delivery together with the client SDMs,
- Ensures sufficient and appropriate capacity to run the service from a Eastern Europe IOS delivery perspective,
- Ensures Change management process to minimize operational and commercial risk to the service.
Candidate's profile:
- IT knowledge with good understanding of IT services and infrastructure,
- Proven experience with client interfacing,
- Very good influencing skills and being able to demonstrate strong leadership qualities,
- Very good programme management and staff management capabilities,
- Highly developed negotiating skills and excellent communication skills,
- Fluent English both written and verbal,
- Fluent 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.
What do we offer to the candidates:
- Interesting and stable job within an international team,
- Competitive salary with an attractive benefits package,
- Opportunity to develop your career with one of the world’s most respected IT companies,
- Friendly working atmosphere.
