ADM Service Delivery Manager (SAP)

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SAP Senior Service Delivery Manager

Capgemini provides end to end Application Managed services (AMS) enabling the Customer digital journey by performing operational excellence (quality & costs) and transforming to deliver high business value products.

Direct report to the Delivery Executive, we expect the Service Delivery Manager to:

  • Be responsible of the overall engagement in terms of budget, Customer satisfaction, contractual compliancy, service continuity, team members motivations, respect of qualitative & timely delivery
  • Be the Customer Single Point of contact for AMS Services subjects
  • Manage the activities in accordance to the agreed commitments
  • Evaluate engagement risks, identify and execute risk mitigation actions
  • Conform to the engagement prioritization, identify & assign resources on service activities
  • Drive- End-to-End the problem, change, release, capacity, performance management and reporting
  • Define the releases scoping & planning in collaboration with the Customer & according to its Business priorities.
  • Provide consolidated management reporting to the Customer and Capgemini on the services performance.
  • Prepare, present & report steering committee
  • Manage budget aspects and report. Drive overall margin improvement
  • Plan and supervise the execution of Capgemini & 3rd parties quality reviews
  • Manage continuous improvement of the service team
  • Manage the evolution of the Service Quality Plan & SLA
  • Inform all staff of relevant templates, guidelines, process and best practices to be used in the Services
  • Play a key role in add on sales with Sales & Delivery Management team.
  • Contribute to the implementation of the transformation roadmap

The candidate must have relevant experience in application management domains: 7-10 years is a minimum and, should be ITIL certified.

SAP experience is required.

Personal skills :

  • Leadership
  • People manager in heart
  • Customer & service oriented
  • Qualitative Results driven.
  • Make it happen, specifically in critical & difficult contexts.
  • Pro-active
  • Positive thinking.
  • Strong communication skills: to manage steering committee & customer daily contacts
  • Accurate, reliable, assertive, structured.
  • Able to keep the overall view and to dig easily into details when needed
  • Able to work under pressure and able to manage multiple tasks
  • Able to manage & report to Steering committee level.
  • Able to evolve higher role as Delivery Executive in 2 years time.

Dutch & French speaking with good knowledge of English

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