Service Delivery Manager

Job description:

Capgemini is engaging on a L2/L3 IT support service project for a client in medical/pharmaceutical domain. This service covers support on 100+ applications.  The service is provided by a ticketing tool and is subject to Service Level Agreements (SLAs). The team supporting the client is dispatched in different areas of the World (US, Netherlands, and India). As an Engagement/Service Delivery Manager you will be responsible to manage project specific delivery (alignment to SLAs, finance, staffing, forecast, client relationship, internal and external reporting). Project is divided in 3 towers managed by 3 different tower managers who will interact on daily basis with the Capgemini support team and the client to ensure compliance of the service vs the SLAs. 

KEY RESPONSIBILITIES:

• Manage onsite (everywhere out of India) team
• Coordinate with the different teams to ensure staffing onsite (everywhere out of India)
• Ensure the overall service for all towers meet the client SLAs
• Track and report the enhancement efforts and status
• Manage risks, issues and opportunities on the project
• Manage the financial KPIs on the project and ensure they are on track vs the budget
• Client relationship/Point of escalation on the project
• Manage internal/external reporting

Required Skills:

• 15+ years of experience in project management
• Must have handled engagements of size 10+ MUSD, over 100 people
• Experience on AMS is critical
• Domain experience on Pharma/Biotech Environment (Clinical Trials, Veeva, Medidata)
• Good communication skills
• Able to work in multi cultural environment

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 Engineering

World leader in engineering and R&D services, Capgemini Engineering combines its broad industry knowledge and cutting-edge technologies in digital and software to support the convergence of the physical and digital worlds. Coupled with the capabilities of the rest of the Group, it helps clients to accelerate their journey towards Intelligent Industry. Capgemini Engineering has more than 55,000 engineer and scientist team members in over 30 countries across sectors including Aeronautics, Space, Defense, Naval, Automotive, Rail, Infrastructure & Transportation, Energy, Utilities & Chemicals, Life Sciences, Communications, Semiconductor & Electronics, Industrial & Consumer, Software & Internet. 

Capgemini Engineering is an integral part of the Capgemini Group, a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. 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