Job Title: Senior Operations Delivery Manager Location: Warren, NJ Travel: 25% **Job description:** Delivery of all operations services in line with SLAs and contractual commitments and obligations § Orchestration and management of services with all providing parties such as Global Delivery Centers (GDCs), regional contributors, and 3rd party vendors § Monitoring of key performance indicators and preparation of regular performance reports to assess operational effectiveness § Front-end leadership in crisis management and effective management and resolution of day-to-day client issues associated with service delivery and service quality § Identification of potential risks and development of risk management plans to mitigate their impact on operations § Oversight and management of run projects, ensuring smooth integration into operations within committed timelines and budgets § Compliance with regulatory requirements and industry standards delivered to operational processes § Application of all ITIL V4 standards and processes § Supporting and reporting on operational services to the Delivery Executive, client and internal teams **Client Management:** § Development of client intimacy with key operational team members § Aiding the success of client satisfaction, including containment of client issues § Ownership of all daily/weekly/monthly/quarterly operational reviews, in collaboration with the account team § Understanding of client business **Financial Management:** § Management and control of all operational costs on the account, including identification and execution of cost efficiency plans, as instructed by the contract and Capgemini directives § Detailed forecast reporting for all delivery teams and 3rd parties. Accurate RU reporting for correct invoicing. § Identification of growth opportunities giving to the overall financial health of the account (add on sales, margin improvement, run projects, …) § Review and amendments to the operating model. **Resource Management:** § Effective people management responsibility: evaluation, performance, promotions, retention, motivation, training and certifications, job rotations, on and off boarding § Effective management of all resources required for operational delivery such as 3rd party vendors, hardware and software assets **Transformation and innovation management:** § Collaboration with the Delivery Executive and the account team to define and implement groundbreaking strategies to support client business outcome § Implementation of automation initiatives identified for the scope of services § Using of Capgemini technology solutions for delivery, cost efficiencies and growth opportunities § Identification and implementation of service optimizations through transformation and innovation initiatives, working with the client and with Capgemini entities § Contribution to technology and process insights and trends to create opportunities and grow business with the client **§ Lifecycle Management reporting** What you will bring (Required Skills and Experience): § Proven experience within operations management with a consistent record in cost performance, delivery, and client management § Ability to plan and lead operational processes for maximum efficiency and productivity § Strong problem solving and analytical skills § Excellent communication and leadership skills § Ability to work in a fast paced, customer driven environment and handle multiple priorities § Good knowledge of financial and contract management § Experience in team member management, including conflict resolution § Knowledge of latest technology trends, tools, and solutions § Understanding of Cloud Infrastructure Services portfolio, sector offers and market challenges § ITIL v4 certification **What success looks like -** § Direct Costs in line with budget § Cost optimization in line with expected stretches § Client satisfaction measured through the OTACE survey and NPS § SLA Delivery § Delivery Performance (MI/MTTR, etc., as per Business Performance - § Automation penetration defined for the account § Retention of critical resources § Contract renewal **Life at Capgemini** Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: + Flexible work + Healthcare including dental, vision, mental health, and well-being programs + Financial well-being programs such as 401(k) and Employee Share Ownership Plan + Paid time off and paid holidays + Paid parental leave + Family building benefits like adoption assistance, surrogacy, and cryopreservation + Social well-being benefits like subsidized back-up child/elder care and tutoring + Mentoring, coaching and learning programs + Employee Resource Groups + Disaster Relief **About Capgemini** Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions using strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion. Get The Future You Want | www.capgemini.com **Disclaimer** 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. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please get in touch with your recruiting contact. Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini. **Job:** _Infrastructure_ **Organization:** _CIS US MS_ **Title:** _Senior Operations Delivery Manager_ **Location:** _NJ-Warren_ **Requisition ID:** _076980_