Job Title: Infrastructure Management – Operations Lead (OL)

Location: Fort Mill, SC, USA

Travel: 25%

Job description:

The OL is accountable for delivering the run services towards a client or a specific set of clients.

· Responsible and Accountable for delivering the Infra 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 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’ 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); · Manages team and responsible for hiring, development and performance management

· 10-15 years’ experience in cross-cultural and geographically distributed organizations.

· Knowledge or understanding of multiple Infrastructure areas including cloud and data center

· 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

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
• Family 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

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

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 its 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 leveraging strengths from strategy and design to
engineering, all fueled 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 reach out to your recruiting contact.

Please be aware that Capgemini may capture 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