Operations Lead

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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.

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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

Location: Fort Mills, SC

Travel: 25%

Job Description:
The OL is accountable for delivering the run services towards a client or a specific set of clients
Primary Duties -
Delivering run services according to SLA
Achievement cost & efficiency savings

Responsibilities -
• Responsible and Accountable for delivering the RUN services to a client or group of clients.
• Manages operational delivery in accordance to the SLA and in line with budget for given contract
• Provides pro-actively feedback on delivery issues and brings up (where applicable) to the SDM and/or Service Line Management
• Pro-actively works on service improvement initiatives and Service Improvement Plans to improve service quality and implement cost reductions.
• Pro-actively manages the day-to-day delivery relationship with the clients' operational representatives.
• Is accountable for Transition to RUN sign off
• Is accountable for 3rdparty management on the SLA
• Responsible for identification of operational cost and efficiency savings
• Supports SDM in promoting new service propositions to improve or extend the services to client
• Has overall responsibility for quantifying the actual and forecasted costs for delivery by Operations.
• Ensures that cost control for run activities is maintained for their account(s), achieving any cost reduction targets that may exist for the account
• Maintains a supply plan in line with known or predicted demand changes from the Service Delivery Manager
• Monitors effectiveness of developed and agreed processes, as well as performance indicators and statistics as part of service level management.
• Ensures adherence to company and client-defined standards and change control procedures making sure adequate controls are in place to detect adverse trends.
• Ensure timely delivery and accuracy of regular (monthly) management reports and attends review meetings (as applicable);
• The OL has a firm working relation with the SDM who is accountable for the overall contractual compliance of all services and projects

What You Bring:
Required:
• 10-15 years' experience in cross-cultural and geographically distributed organizations.
• Knowledge or understanding of multiple Infrastructure areas (Data Center, Server, Storage, Database,
Network)
• Detailed understanding of the various service level agreements and the performance measures required to manage the agreements and the relationship with the clients.
• ITIL Certification
• A flexible approach with "Can do" attitude and ability to work well under pressure
• Experience with Project / program Management.
• Self-driven and ability to work independently
• Excellent communication and presentation skills
• Good analytical and troubleshooting skills (the ability to think logically through a problem)
• Must have the initiative, tenacity and commitment to see problems through to resolution
• Able to respond to and resolve client queries and requests in a timely manner
• Detailed understanding of work units, and how they build up to the service level agreement.
• Be able to assume overall control of and resolve complex customer or operational issues.

What we offer:
Your career matters to you and is important to us too. Because your goals and needs are constantly evolving, 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, and our University innovative and business-focused learning curriculums.
We promote a culture of diversity. We believe working with talented individuals from different backgrounds and points of view is a strategic advantage and an ongoing opportunity. Diversity enriches our creative solutions and adds value for our clients.
Our Shared values have been at the heart of the group since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we meet client needs while respecting the regulatory requirements of each country in which we operate, and the way we promote ethically sound practices within Capgemini and in our partnerships.
Capgemini is committed to building a workforce of employees with diverse backgrounds and work experiences.

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.

Click the following link for more information on your rights as an Applicant - http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

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