Infrastructure Delivery Director Jobs

The Service Delivery Director (SDD) is the interface role between Client, Account Executive and Service Delivery Operations –that provide the different IT Infrastructure services to the client. In this role the SDD is accountable for managing the contract obligations, the financial agreements (revenue, billing), organic sales opportunities and overall client satisfaction. This role is accountable for the timely completion of all internal reporting within business lines and external reporting to the client teams. The SDD is responsible for cost control, add on sales at defined contribution margins, customer satisfaction & managing our services to the terms & conditions of the contract. The SDD Acts as single point of contract for the client with regards to Service delivery issues and challenges. The SDD works closely with the assigned Operational Leads (OL) and assists with resolving customer escalations. Primary KPI’s • Contractual Compliance • Account Budget (Topline & Bottomline) • Organic bookings • CSAT score • Customer referencability Specific Responsibilities: General • Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction; • Becomes a point of escalation for customer issues and for service towers regarding client issues / opportunities / contractual obligations; • Works closely with (AE if applicable, Operations and Region) to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new business; • Works closely with Capgemini legal team on contract items, issues and change requests; • Works closely with the OL’s to track project status, issues and issue resolution • Sales and Solution knowledge would be preferable as SDD may be asked to participate in customer orals sessions, solution development or governance review stage gates. Service Delivery • Monitors SLA achievement and Continuous Service Improvement performance to identify negative trends and agree with OL get-well plans implementation; • Consult and review SIP with OL. Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency; • Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand; • Works with operations to ensure cost containment and reduction Service Quality and Improvement • Works with OL and Vendors to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales; • Assess quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information; • Provides feedback and coaching to avoid reoccurring errors; • Acts as an escalation point for client issues, escalations and complaints; • Manage Customer satisfaction for owned service; Financial control and support • Responsible for account growth and meeting revenue and margin targets • Financial control (billing, WIP, AR, forecasting); • Manage financial cycle including invoicing and cost management; • Creates the account financials in collaboration with Account Manager & OL. Develop the monthly Delivery Review deck & entries into customer account portal; • Forecasts revenue and costs for the assigned project codes; • Ensures that cost control is maintained for the assigned project codes. Service Demand and Capacity • Manages, recognized in the whole IT organization, demand process execution, understands, anticipates and shapes customer demand for services to re-align and plan demand with the IT organization; • Focus is on delivering projects and services according to contract/SLA and target CM%; • Manages Pattern of Business Activity (PBA) and User Profiles (UP) reflecting and influencing bi-directionally the changes to business processes outside the IT organization, Service Design impact, Service Portfolio evolution, Business Relationship Management output, Financial Management, Continual Service Improvement. SLA Implementation/Performance Reporting • Controls measurement and analysis management to ensure all commitments are met; • Ensure timely delivery and accuracy of regular (monthly) management reports for client and attends review meetings (if applicable); • Review’s summary reports on trends, root cause analysis and other reports before they are provided to the client for completeness, contractual requirements, SLA impact and service impacts; • Provides service performance reporting to Client and Capgemini Management (as required). Client Relations and Service Development • Has a substantial input in the development of contractual schedules and Service Level Agreements in line with the current service line aspirations; • Develops and maintains close working relationships with representatives of Capgemini in the world and Client; • Identifies and assists in the perusal of business opportunities within the existing contract with the Client; • Recognizes commercial opportunities and engages in Commercial negotiation Attends meetings with client executives to discuss service delivery performance, strategy and issues