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For more about why Capgemini https://www.capgemini.com/au-en/careers/why-join-capgemini/

Let’s talk about the role and responsibilities

• Ensure that client business application systems are maintained and supported to achieve an efficient and effective delivery of services aligned to contractual obligations (Service Levels, KPIs, plus others).
• Manage application configuration and upgrades, problem analysis and resolution for complex application problems, in conjunction with clients and external application or service providers where necessary.
• Define, develop, and provide application problem analysis and resolution services for complex application problems in conjunction with clients and application suppliers.
• Ensure there are robust procedures and processes within the service delivery team. Provide proactive application management to drive down the reactive and unpredictable element achieving a higher throughput of application issues.
• Improve application functionality and performance and provide suggestions for system and business improvement.
• Deliver continuous improvement, enable industrialization and innovation to the client by leveraging Capgemini best practices and methods.
• Contribute to the planning of application/infrastructure releases and configuration changes. Provide input to application/infrastructure scalability.
• Follow appropriate engagement procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
• Lead and priorities the team’s workload; ensure mechanisms are in place to plan, maintain and track a dynamic view of work priorities and team availability.
• Ensure business applications supported are maintained to the highest possible standard with maximum levels of attainable productivity and efficiency.
• Ensure the services are delivered with the budget and contractual obligations (Financial Management)
• Execute weekly, monthly, and other contractual operational meetings with client. Manage resourcing / hiring, internal training, skill enhancement, cross trainings, and communications with Capgemini support teams as required.
• Assess support currently provided along with the dimensions of team capability and engagement; to identify and progressively close any capability gaps which may emerge.
• Manage demand and supply for additional work and/or Service Requests with client. Plan stakeholder management in conjunction with the Account Team.
• Ensure that each stakeholder group is regularly consulted with and/or informed across pertinent business application issues, upgrades, maintenance, and other changes.
• Influence and re-align stakeholders’ expectations where necessary.
• Develop strong working relationships with key stakeholders to understand and ensure that the technology and support needs are identified and understood.
• Provide specialist advice to key stakeholders about best ways to meet business IT requirements regarding applications support. Manage escalations from the client
• Ensure understanding and engagement with vision, purpose, and strategic considerations for the engagement. Inspire confidence and urgency within the team for the delivery of timely, high-quality service.
• Foster a culture of continuous improvement. Drive a focused commercial perspective with awareness of delivery cycle times Engage, support, motivate and develop capability and potential in the team.
• Reward and recognize good performance aligned to organizational values and goals and manage poor performance in a timely manner.

Let's talk about the team

Our Applications Managed Services team help our clients create more value for their business and improve efficiency through IT Systems. Our services are highly industrialized, underpinned by robust SLAs, based on industry-standard best practices, and delivered by a cost-effective mix of onshore, nearshore, and offshore resources. We're about more than 'keeping the lights on for less' - we provide a commitment to continuous improvement and value generation.

Let’s talk about your capability and experience

• Looking for Techno functional service delivery manager with Java/.Net/AWS/Integration
• Manage and assures the qualities of delivery to the client, by ensuring Process Implementation, compliance, incident management & Continuous Service Improvement
• Identify, Mitigate and Monitor Risks and Issues in the delivery
• Managing weekly /Monthly review steerco meeting.
• Ensure that service levels are met in line with the SLAs defined, based on clear understanding of the contract and the SLAs defined therein.
• Oversee delivery related forecasting and reporting as needed
• Mentor delivery team on ITIL methodology and drive consistent processes
• Participate in transition activities, as needed, to ensure that service is not impacted while transitioning any service
• Protect the interest of client and delivery, by challenging the construct of the project and by demonstrating continuous service improvements and innovation through triggers like but not limited to:
• Best practice implementation
• Drive process efficiency
• Develop new solutions based on sector/ technology trends
• Set up and manage upkeep of service delivery model, in alignment with contractual obligations, including artifacts like organization structure, staffing plan, shift plan, quality plan, Service Improvement Plan, release plan, training plan etc.
• Management and improvement of delivery financials like but not limited to:
• E2E Contribution Margin, DVI; Offshore leverage and Offshore staffing pyramid
• Contribute towards account mining/ improved portfolio deployment on own service portfolio
• Establish client satisfaction criteria (jointly with the onshore team), and regularly monitor client feedback to measure satisfaction levels against established criteria
• Build Positive Rapport with the Key business stakeholders of internal, onshore and client teams
• Ensure retention of delivery team by effective management of people processes such as: expectation setting and goal definition, timely performance reviews & continuous feedback
• Capability development & training management of delivery team including required certifications.
• Management of career progressions within the team.
• Team engagement, building & addressing personnel issues in timely manner

About Capgemini

At Capgemini, we are more than just a business, we are a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people and our communities get the future they want.
Our people are the key to making this vision a reality, which is why we have been recognized by the Australian Workplace Equality Index as LGTBQ+ ‘Employer of the Year’ and ‘Inclusion of Trans and Gender Diverse Employees’ for the past two years. We believe in creating a safe, flexible, and inclusive culture where everyone can bring their authentic selves to work, contributing to our inclusive culture and truly belong, and our staff-led community groups are a testament to this commitment. We are committed to being active allies for everyone.
We believe by combining the power of the latest technology with our human energy, we can drive sustainable thinking into our operations and the work we do with clients. Its why we are committing to being carbon neutral for our own operations no later than 2025 and across our supply chain by 2030 and committed to becoming a net zero business by 2040.
Empower yourself with the knowledge and skills you need to succeed with our access to premier learning platforms, sought-after certifications, and boundless development opportunities. You’ll be encouraged to gain at least 40 hours of training each year.

For over 50 years our values and ethics have been at heart of our identity. From our approach to ethics to the way we interact with one another, honesty, boldness, trust, freedom, team spirit, modesty, and fun guide and inspire all we do and have led to us being recognised as one of the World’s Most Ethical Companies by the Ethisphere Institute 10 years in a row.

Our Commitment to Diversity & Inclusion
Don’t meet every single requirement for this role? Studies have shown women and people from diverse minority backgrounds are less likely to apply to jobs unless they meet every single requirement. At Capgemini, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply and tell us what you can bring to the role.
We understand for some people, a standard hiring processes can come with challenges. If you are living with a disability, are gender diverse or neurodivergent and we can provide support with access requirements or by making an adjustment to our hiring process, please contact us at talentacquisitionaunz@capgemini.com
Information Security and Compliance
Capgemini Australia has developed and manages, process orientated Management Systems compliant to the requirements of ISO9001, ISO27001 and ISO14001. We are committed to delivering secure solutions and services through state-of-the-art processes and continual improvement frameworks in line with industry best practices as well as contractual, statutory, and regulatory requirements.
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