Service Delivery Manager/ KW

Duties:

•Co-ordinates all EE 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 EE IOS Capgemini performance against SLA’s and takes evasive action to avoid potential breaches;

•Intervenes where EE IOS Delivery short comings are identified;

•Acts as a stakeholder in scope of Incident and Problem Management processes

•Ensures all Capgemini management and staff involved in the delivery of the service understand it’s scope and requirements from a EE IOS perspective;

•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 EE 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 EE IOS delivery together with the client SDMs;

•Ensures sufficient and appropriate capacity to run the service from a EE IOS delivery perspective;

•Ensures Change management process to minimize operational and commercial risk to the service;

Requirements:

•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 multi task and work under pressure