Technical Operations Manager

The Technical Operations Manager is responsible for delivery of the services as described under the Statement of Work (iSOW) or direct contract with the client in collaboration with the Capgemini’s Operation Delivery Manager and Data Services management team. 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 SPOC for the service, able to present own service, deal with senior level escalation, adapt service to change demand

The overall objective of the Technical 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.
The Technical Operations Manager acts with all Service Centre related activities and duties associated with the service provisioning working directly with the Service Delivery Account Team, the client and other stakeholders at a senior management level.

Essential:

• Excellent verbal and written English


• Proven people management and leadership skills and at least 12 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


• Able to pre-empt problems before they arise, plan effectively for future activities and manage unplanned events in a controlled manner


• Experience in dealing with client contact at a senior level


• Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels


• Readiness to work from Katowice location on a daily basis

Nice to have:

• Service delivery background in Infrastructure Management would be an advantage


• French or German knowledge would be an advantage

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


• Hands-on operational style: generate confidence with own team by providing direction, ideas


• Good IT technology and market trends understanding


• 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

• 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