Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

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　　About Infrastructure Services:

　　The Cloud Infrastructure Services Global Business Line is Capgemini's consulting and infrastructure build-and-run provisioning offering and supports the group's cloud-based services. As part of the integrated cloud offering from Capgemini, Cloud Infrastructure Services delivers a broad range of cloud services to build and support the hybrid cloud estate by encompassing the leading public cloud players and leading private cloud technologies. With EUR 1.5 billion annual revenue, Cloud Infra Services helps clients virtualize and optimize their IT estates through infrastructure outsourcing services such as data center, helpdesk, network support, and service integration and service maintenance support. Our other services also include infrastructure transformation services-helping clients consolidate and migrate entire workloads and data centers.

　　Visit us at www.capgemini.com. People matter, results count.

　　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 Title: Operations Lead (MS Run Lead)

　　Global or Country: Country Based

　　Location: Remote, based on account/client allocation or Dallas/Chicago/Atlanta

　　Business Area: Cloud Infrastructure Services

　　Reporting Line: Group Operations Lead, Regional / Delivery Executive

　　What we offer:

　　Your career matters to you and is important to us too. Because your goals and needs constantly evolve, we offer visibility, leeway, and support to help you grow and progress in your career. This approach builds notably on our comprehensive competency framework, our personal development, training, and career management programs, as well as our university innovative and business-focused learning curriculums. We promote a culture of diversity. Working with dedicated individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and supplies for our clients. Our Shared values have been at the group's heart since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty, and fun. These values influence how we meet client needs while respecting the regulatory requirements of each country we operate and promoting ethically sound practices within Capgemini and in ours.

　　The focus of your role:

　　The lead ensures effective delivery of the end-to-end run services, supporting an account team led by a Delivery Executive. The Run Lead will have accountability in delivery and operations, client management, financial management, resource and people management.

　　You will drive operational excellence within our business unit. You will supervise and optimize various operational aspects, streamline processes, and run resources to ensure our organization's smooth functioning. Your strategic vision and leadership will be vital in aligning operational goals with broader business goals.

　　Responsibilities:

　　Operations:

　　§ Delivery of all operations services in line with SLAs and contractual commitments and obligations

　　§ Orchestration of services with all providing parties such as Global Delivery Centers (GDCs), regional contributors, and 3rd party vendors

　　§ Monitoring of key performance indicators (critical metrics) 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 critical 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 partner concerns

　　§ Contribute to all operational communication and orchestration of Major Incident partner concerns

　　§ 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.

　　§ 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, hardware and software assets.

　　Innovation management:

　　§ Collaboration with the Delivery Executive and the account team to define and implement transformational 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, 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 demonstrated ability within operations management with a consistent 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 (important metrics):

　　§ 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

　　Please Note- 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

　　Capgemini offers great benefits like Health Insurance, 401K and PTO

　　We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.