Cloud Infrastructure Services-Operations Lead

Operations :

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 (KPIs) 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 escalations 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, processes, and best practices

Supporting and reporting on operational services to the Delivery Executive, client and internal teams

Client Management :

Development of client intimacy with key operational stakeholders

Aiding the success of client satisfaction, including containment of client escalations

Contribute to all operational communication and orchestration of Major Incident escalations

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 dictated 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 contributing to the overall financial health of the account (add on sales, margin improvement, run projects, )

Review and amendments to the operating model.

Resource Management :

Direct management of all run resources dedicated to the account and leadership of all mutualized resources assigned to the account

Analysis of staffing and resourcing needs with respect to budget, customer expectation- and Capgemini requirements

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 execute transformational strategies to support client business outcome

Implementation of automation initiatives identified for the scope of services

Leveraging of Capgemini technology solutions for delivery, cost efficiencies and growth opportunities

Identification and implementation of service optimizations through transformation and innovation initiatives, partnering 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) :

5 to 10+ years of experience within operations management with a proven track record in cost performance, delivery, and client management

Ability to plan and manage 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 stakeholder 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 (KPIs) :

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 KPIs)

Automation penetration defined for the account

Retention of critical resources

Contract renewal