Capgemini Service Delivery Manager - Operations Manager in Boston, Massachusetts
Support Capgemini with performing Level 2 Application Support to support incident tickets that cannot be resolved by the client Level 1 Help Desk. Level 2 Application Support is managed either by Provider for Application related incidents or referred to the Pegasystems Support GCS team for any infrastructure or platform related incident. Level 2 Application Support will investigate the incident and facilitate resolution of the incident, in the event the resolution requires Application configuration; otherwise, the incident is escalated to Level 3 Corrective and Preventative Maintenance Services.
Capgemini shall perform Level 3 Corrective Maintenance Services when the incident analysis shows that the incident has arisen because of a software defect in the Application (excluding Pega Software), i.e. when the behavior of the Application does not match the applicable specifications, and could not be managed or resolved in precedent support levels. The objective of corrective maintenance is to fix the identified incident.
1) Service Management
o Responsible for the overall delivery of managed Services (Run Services) related to the production environment of the client application.
o Responsible for the achievement of Service Levels.
o Manages risks in the managed services scope and leads mitigation action plans.
2) Provision of Level 2 and Level 3 (L2/L3) support and interaction with the L2/L3 Off-shore team
o In this capacity, the candidate should be a Pega LBA who will analyze and assess the service requests and liaison with the off-shore team for resolution.
o The candidate would also work with the client on the Discovery Phases for future work
Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.
Applicants for employment in the US must have valid work authorization that does not now require sponsorship of a visa for employment authorization in the US by Capgemini.
Service Delivery Management (SDM) covers the management of ongoing services to clients. This includes all service support and service management processes (in line with ITIL/ASL definitions) plus others which are required for a specific engagement. SDM roles ensure that the service to the client meets contractual requirements and service level agreements (SLAs). Based on service delivery realization and deviation, the SDM agrees on service improvements together with the client. SDM includes the roles of Service Delivery Manager, Service Management Consultant, Service Coordinator, Service Administrator plus Change, Incident and Problem Managers. It therefore covers tasks from logging & progressing problems & incidents to managing the quality and commercial success of a service to a client.
Required Skills and Experience:
You ensure that the managed areas within your service are performing to contractual targets and you identify service improvements where appropriate. In addition, you are acquiring a thorough understanding of the client’s business and are starting to develop relationships with client representatives, identifying ways of adding value. You manage some aspects of day-to-day operations with a focus on achieving SLAs and KPIs for relevant areas. You are responsible for providing in-scope services for specific areas, with assistance from technical leads.
• Qualification: Bachelor's Degree
• Qualification: At least certified on EM foundation (level 0).
• Must have experience in Negotiating and Continuous (Service) Improvement.
• Should be proficient in Transition Management, Change Management & Project Financials, KPT & Reporting.
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Click the following link for more information on your rights as an Applicant - http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 200,000 team members in over 40 countries. The Group reported 2017 global revenues of EUR 12.8 billion (about $14.4 billion USD at 2017 average rate).
Visit us at www.capgemini.com at http://www.capgemini.com/#blank . _Peoplematter, results count.
Organization: NA DO
Title: Service Delivery Manager - Operations Manager
Requisition ID: 035291