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Capgemini

Senior Service Delivery Manager

Capgemini Aguascalientes City, Aguascalientes, Mexico

IT Services and IT Consulting · 10,001+ employees

Aug 16
project-manager Senior (5-10 yrs) Full-time Mexico
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About the role

The Senior Service Delivery Manager is responsible for managing ongoing client services to ensure contractual requirements and service level agreements are met. They also identify service improvements and develop strong relationships with client representatives to add value.

What they look for

Service Delivery Management SLA Management KPI Tracking Client Relationship Management Contractual Compliance Service Improvement Operations Management Business Analysis Stakeholder Management

Requirements

The role requires a thorough understanding of the client's business and the ability to manage day-to-day operations effectively. Candidates must be capable of achieving KPIs and SLAs while collaborating with technical leads to provide in-scope services.

Full description

Job Description

Service Managers covers the management of ongoing services to clients, ensuring that the service to the clients meets contractual requirements and service level agreements. Service Managers are also responsible for agreeing on service improvements together with the client, based on service delivery realization and deviation.

Job Description - Grade Specific

Service Delivery Manager Ensure that the managed areas within service are performing to contractual targets and identify service improvements where appropriate. In addition, SDM are acquiring a thorough understanding of the clients business and are starting to develop relationships with client representatives, identifying ways of adding value. SDM manage some aspects of day to day operations with a focus on achieving SLAs and KPIs for relevant areas. SDM are responsible for providing in scope services for specific areas, with assistance from technical leads.

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