Capgemini Senior Operations Delivery Manager in ON, Canada

Senior Operations Delivery Manager

About Capgemini

With more than 180,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs , enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM at , and draws on Rightshore at - at , its worldwide delivery model.

Learn more about us at at .

Rightshore ® is a trademark belonging to Capgemini

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's robust Outsourcing offerings include: Applications Management, Infrastructure Management and Business Process Management. We combine these services with our deep industry knowledge and experience to provide the change agent to accelerate business growth. We generate quality and speed through our proven tools, methods and global centers. These capabilities, coupled with our program management expertise are tailored to fit the most challenging business needs.

Operations Deliver

  • Leads Delivery within operations for an account or group of accounts, depending on contract volume

  • The ODM has a firm working relation with the SDM who is accountable for the overall contractual compliance of all services and projects.

  • The Operations Delivery Manager is accountable for delivering the run services towards a client or a specific set of clients.

  • The ODM proactively manages the operational delivery in scope for large accounts, and where a client receives service from multiple services lines acting as the lead ODM for overall end-to-end Operations delivery

  • The ODM can be responsible for the services from one SL, or for the delivery of multiple SL services (as lead cross-SL ODM for a client, depending on the situation).

  • There can be multiple ODM’s for a client, but there is always one lead ODM in order to ensure ownership of the end-to-end delivery of cross-SL services. ODM in senior grades (i8-i10) are typically the Lead ODM

  • In his role, the ODM ensures that the sub-service lines deliver according to the SLA, as well as managing the delivery of non-standard / client specific services.

  • You work closely with others to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new business.

Delivery responsibilities

  • Responsible for delivering the RUN services to a client in accordance to the SLA contract and budget;

  • Execute the implementation of standards to clients environments;

  • Provides pro-actively feedback on delivery issues and escalates (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 tactical/strategic representatives;

  • Is accountable for Transition to RUN sign off

  • Is accountable for 3rd party 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

  • Possesses a thorough understanding of the delivery strategy of Capgemini as well as the client business processes.

  • Ensures that all teams providing services in scope of the area managed by the ODM are given achievable targets for the delivery of their service and in conjunction with their line managers monitor their performance against those targets;


• 10 to 12 years of outsourcing experience, bachelor’s degree

• Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided

• Experience in a service line operational role providing infrastructure services

• Detailed understanding of the various service level agreements and the performance measures required to manage the agreements and the relationship with the clients

• Detailed understanding of work units, and how they built up to the service level agreement

• Excellent presentation and customer relations skills to understand client concerns and


• Be able to assume overall control of and resolve complex customer or operational issues;

• Experience in project and program management;

• Expert knowledge in all areas of data centre management and delivery in an outsourcing environment;

• Excellent understanding of financial management in an outsourcing environment.

Job: Project Manager

Organization: NA SHARED SVCS

Title: Senior Operations Delivery Manager

Location: CAN-ON-Toronto

Requisition ID: 026240