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Client Services Operations Manager
2 months ago
Overview of the Role
This is an exciting opportunity as we facilitate extensive client transformations across a diverse array of technologies. In this pivotal position as a Client Services Operations Manager, you will collaborate with our Capgemini team to support one of our major global clients.
This position is ideal for an individual who thrives in a flexible, diverse team within a complex and dynamic environment. You will serve as the primary liaison between Service Managers and Delivery Teams, acting as an escalation point for ongoing service challenges. Responsibilities will include overseeing both existing and new service offerings, managing client relationships, preparing for business engagements, forecasting, and driving improvement initiatives. You will ensure that financial forecasts are managed regularly and that actual figures are reported accurately and promptly as part of the management review cycle with the support of the Project Management Office (PMO). You will also support Incident Management processes and manage communication responses, ensuring that necessary information is available to management, technicians, and the business. Additionally, you will oversee Major Incident processes and manage communication responses to ensure that required information is accessible when needed by both management and technicians. Reporting on the uptime and availability of live operational services/infrastructure, including managing Service Level Measures and associated commercial discussions, will also be part of your role. This position allows for hybrid working, requiring you to be in the office on average two to three days per week, subject to business needs.
Required Skills and Experience
We seek an individual who is adaptable and willing to engage in a variety of activities within the Service Management domain. The ideal candidate will not shy away from challenges, take ownership of issues, and contribute to the development of future strategies and service frameworks. Flexibility to provide out-of-hours on-call escalation support for live services is also necessary. Candidates should possess qualifications as an ITIL Expert/Master, with experience in Service Management and high-performance/high-availability systems. Cloud experience is a plus.
• Engage with key third-party stakeholders and their internal functions
• Support service delivery and enhancement initiatives
• Take ownership of service-related issues
• Exhibit excellent communication and stakeholder management skills
• Lead alerting, reporting, and monitoring of live services
• Report against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), producing management information with detailed analysis
• Proactively engage in and lead major incident management as required
• Drive and assist with continuous service delivery improvement initiatives
• Demonstrate confidence in working within an Agile environment
Security Clearance Requirements
To be considered for this role, eligibility for Security Check (SC) clearance is required. To obtain SC clearance, the successful candidate must have resided continuously in the United Kingdom for the past five years and hold permanent residency in the UK.
During the recruitment process, you will be asked questions regarding your eligibility for security clearance, including but not limited to, your country of residence and nationality. Some positions may be restricted to sole UK Nationals for security reasons; therefore, inquiries about citizenship may arise during the application process.
Our Commitment to Your Future
We strive to create an environment where employees can achieve a positive work-life balance. Through our New Normal initiative, we aim to embed hybrid working into our daily operations and make flexible working arrangements a standard practice for our workforce. All UK employees are eligible to request flexible working arrangements.
Employee wellbeing is crucial to our organization. We believe that a healthy and happy workforce is essential for achieving our organizational goals. To support wellbeing, we have trained 'Mental Health Champions' across all business areas and invested in wellbeing applications such as Thrive and Peppy.
Why Join Capgemini?
Supporting our clients' businesses while fostering a more sustainable and inclusive future is a significant challenge. However, by joining Capgemini, you become part of a thriving organization and a diverse collective of innovative thinkers, entrepreneurs, and industry experts. This dynamic environment drives us to explore new ways technology can help us reimagine possibilities. Together, we seek opportunities that will transform leading businesses worldwide. You will gain valuable experiences and connections that will shape your future. By learning from one another daily, sharing knowledge, and continually pushing yourself to excel, you will develop the skills necessary to assist our clients in leveraging technology for business growth and innovation.
About Capgemini
Capgemini is a global partner in business and technology transformation, assisting organizations in accelerating their dual transition to a digital and sustainable world while creating tangible impacts for enterprises and society. With a responsible and diverse team of 340,000 members across more than 50 countries, Capgemini has a strong heritage of over 55 years. Our clients trust us to unlock the value of technology to meet the full spectrum of their business needs. We deliver comprehensive services and solutions, leveraging our strengths in strategy and design to engineering, all powered by our market-leading capabilities in AI, cloud, and data, combined with deep industry expertise and a robust partner ecosystem. The Group reported global revenues of €22.5 billion in 2023.
