Senior Delivery Manager - Service Desk Service Delivery
Capgemini
Job Title: Senior Delivery Manager
Location: Orlando, Florida
Travel:25%
Job description:
We are seeking an experienced and dedicated Global Service Delivery Manager to lead all aspects of and run our global service desk operations. This role involves leading various support teams, ensuring the achievement of performance metrics, and driving continuous improvement initiatives. The ideal candidate will have strong leadership skills and the ability to lead a large team while maintaining high levels of customer satisfaction.
Key Responsibilities:
Service Desk Operations Management:
Lead all aspects of end-to-end support operations for Level 1, Level 2, User ID operations, Remote Access Services, Major Incident Response, Process/Quality Assurance, Continuous Improvement Training, and Knowledge Base Management teams.
Lead a team of 300+, ensuring effective performance and operational excellence.
Meet or exceed monthly SLA/Key Performance Indicator performance metrics, including Call Answer Delay, Average Handle Time, First Contact Resolution, CSAT Customer Satisfaction, Misrouting Rate, Reopen Rate, Average Speed of Answer, and Follow-up Incident Rates.
Continuous Improvement:
Drive continuous improvement initiatives, including the upgrade from Avaya to CXone, VA (Sabio) implementation, and GeoFluent Chat implementation.
Lead all aspects of the creation and migration of service desks for multiple high-profile clients.
Executive Communication:
Communicate and present at the executive level to meet business requirements and contractual obligations.
Provide regular updates on service performance and improvement initiatives.
Required Skills:
Extensive experience in leading global service desk operations.
Confirmed ability to lead large, teams with multidimensional strengths and run various support functions.
Strong understanding of service desk performance metrics and continuous improvement processes.
Excellent communication and presentation skills, with the ability to interact efficiently with executive leadership.
Strong organizational and problem-solving skills.
Desired Skills:
Required experience in Service Now
Knowledge and understanding of NICE CXone
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
- 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 it's 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 demonstrating strengths from strategy and design to
Engineering, all motivated by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 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 contact your recruiting contact.
Please be aware that Capgemini may collect your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
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.
