managed Services headCapgemini Philippines Corp.

Job Description
The Senior Service Delivery Manager will own our Philippines Managed Services Group and is responsible for ensuring that end clients are provided with world-class quality service delivery whilst maintaining profitability of the department.
The Senior Service Delivery Manager will own the contractual outcomes for 5 - 20 customers, ensuring we do what we say and meet our contractual obligations. The Senior Service Delivery Manager will own the Delivery aspects of the customer relationship, through proven and standard delivery frameworks. The Senior Service Delivery Manager will work in partnership with cross-functional members in the region who are responsible for the technical delivery of outcomes, to ensure all MS tools and technology required are in place and configured to support the operational processes and deliver on our commitments to customers.
The Senior Service Delivery Manager will be responsible for 5 20 end customers and will drive, prioritize, coordinate, measure, and ensure completion of activities for a team of >50 Managed Services Team members. The Senior Service Delivery Manager will ensure adequate resources are in place to deliver on all customer contractual coverage commitments within their region.
Duties and Responsibilities
Own managed services contractual outcomes for new and existing >20 Managed Services accounts within and/or across regions, ensuring our contractual commitments are achieved, i.e., services are supplied during agreed coverage hours, SLAs are met, appropriate resources are mobilized, etc.
Develop in-depth knowledge of each account and understand their needs to drive successful business and technical outcomes aligned with customers goals
Ensure that service credits, incentives, and penalties, as agreed in the contracts, are incorporated into renewals, change requests, and service extensions
Lead multiple and cross-functional service delivery teams in providing quality services to accounts and ensuring processes/activities are aligned with customer goals/contract obligations
Create dashboards and reports for both end clients (service delivery key metrics) and internal senior leadership (profitability/utilization)
Monitor and review key performance metrics to track progress, forecast performance, and mitigate risks on accounts and delivery teams
Manage and resolve complex delivery escalations both from external (end client) and internal (senior leadership/service delivery teams) stakeholders with minimal impact on quality of delivery and revenue/margins
Ensure the new customer Transition In/Onboarding is successfully executed in a streamlined manner, ensuring generation of a customer-specific Procedure Manual, Operational Runbook, and Knowledge Base within a minimal time period, ensuring all Release management tasks are actioned, using and enhancing a standardized approach for reuse for the next customer
Collaborate with internal stakeholders (Technical Managers, Line Managers, HR, Finance, PMO, and Resource Teams) in improving and resolving technical/operational issues
Drive the Service Delivery Team's internal initiatives for continuous improvements of standard service delivery processes and internal system solutions
Conduct meetings with end clients and/or service delivery teams for engagement updates and account reviews
Ensure detailed Managed Services operational processes that deliver high quality and consistent outcomes exist, documented, communicated, and executed correctly for all customer-facing/internal ITIL-aligned Managed Services service modules, including (but not limited to):
o Service Desk Service
o Event Management
o Incident Management
o High Severity Incident Management
o Problem Management
o Change Management
o Release Management
o Configuration Management
o Knowledge Management
o Capacity Management
o Security Management
o Service Request Management
o Continual Service Improvement / Backlog Management
o Engineer Daily Start of Day process
o Engineer End of Day process
o Daily Engineer reporting process
o Team handoff/handover process
o Team Knowledge Management process
Develop and own a Continual Service Improvement backlog for Managed Services Operational processes, potentially refactoring solutions to deliver value for money by continually improving their existing solutions and the services we provide
Manage team's resource utilization/chargeability in delivery accounts aligned to budget, utilization requirements, and contractual obligations
Assist in retention of resources within service delivery teams through coaching, culture building, and formal relevant trainings
Assign tasks to engineers in service delivery teams suitable to their skill level and the complexity of work to help build overall capability of Managed Services group
Achieve top quality service delivery and high customer satisfaction in accounts to drive target margins/revenue and improve profitability and service retention
Work with sales/account executives in driving pre-sales activities, invoicing, sharping deals, and refining contract renewals/change requests
Maintain good relationship with the end clients to increase retention and drive growth
Willingness to be flexible in standard working hours possible 7am PHT start of day to possible 7pm PHT end of day
Required Skills
12+ years of experience in Service Delivery /Managed Services and is familiar with standard ITIL-based practices
7-10 years of experience managing/leading teams in IT Services or Support that directly interacts with the end customer, prioritizing and assigning activities to team members
5+ years exposure to ITIL operations and environment. Knowledge of ITIL framework and has established supplemental service management modules/processes where necessary
5+ years experience working directly with customers in IT Services or Support
Extensive experience using and configuring ITSM tools to ensure effective service delivery for customers (i.e., ServiceNow, Remedy, Service Center, Zendesk, Freshdesk)
Experience with establishing monitoring solutions to deliver proactive outcomes for customers
Ability to develop action plans to address operational deficiencies and ensure effective implementation
Ability to coach and mentor other team members
Ability to prioritize workloads with multiple conflicting deadlines and manage unexpected high importance problems
Ability to build and maintain strong relationships team members, end customers, and 3rd parties
Strong organizational, multi-tasking, and time-management skills
Outstanding communication and performance under pressure
Excellent interpersonal, presentation, and written and verbal communication skills
Preferred Skills
Technical background - Experience in integration technologies (i.e., MuleSoft, JBOSS, webMethods, Tibco, IBM Websphere or Oracle SOA, etc.)
Experience with various operating systems, networking, and Infrastructure deployments (cloud and on-premise)
Experience as a Technical Project Manager, demonstrable experience locally managing offshore teams where the end customer is in a different country.