Service Level Manager

Job description

Highland/Swindon
About Capgemini
With more than 125,000 people in 44 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2012 global revenues of EUR 10.3 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.
Infrastructure Services
Capgemini’s Infrastructure Services offering comprises a comprehensive portfolio of services that maps across all aspects of IT infrastructure advisory, design, implementation and ongoing management, to serve as true an end-to-end capability partner entirely focused on business outcomes. The result is an infrastructure solution that is efficient, scalable and secure, that strikes a balance between flexibility and cost, while facilitating innovation and future business planning.
Our portfolio of services covers all aspects of infrastructure to provide true end-to-end solutions focused on your business outcomes. The result is improved service quality, productivity and end-user satisfaction.
Data Center Services
Infrastructure Outsourcing
Infrastructure Transformation Services
Remote Infrastructure Management
Workplace Services
Virtualization
Service Integration
Service Management
Capgemini provides a service integration service to a UK financial organisation. As part of a multi-source delivery model, Capgemini is responsible for managing the delivery of cross-service operations functions from a number of suppliers providing; end user computing, hosting, service desk and network services.
Service Level Management enables the control, review and audit of service provision, to meet customer business requirements. This role includes negotiation, implementation and monitoring of service level agreements and the ongoing monitoring of operational performance to meet the agreed levels of service. Additionally the role leads proactively to improve service delivery achievement and efficiency.
The Service Level Manager works as part of a virtual team working closely with the Business Service Managers, Projects community, Service Portfolio Management and the Service Design and Integration role; these roles are provided from Capgemini sites in the UK, Poland and US.
The role is client facing and is also required to contribute to the development and deployment of an ITIL aligned process, and configuration of the underlying ITSM toolset.
Co-ordinate, control, consolidate the business and technical service catalogues in accordance with processes, policies and principles across all tower suppliers
Manage, coordinate, track, and report on service request and service catalogue management activities conducted by the suppliers
Prepare and publish service performance and service catalogue reports
In consultation with the customer and delivery areas, ensure all new and changed services are recorded within the service portfolio (business service catalogue and technical service catalogue)
Ensure that specific and measurable targets (SLA, OLA, KPI) are developed for all IT services and catalogues, and that they are cost effective and appropriate to the contract
Drive the standardisation of targets to minimise overheads in delivery
Ensures effective cascade and communication of performance targets
Establishes and maintain operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency
Work with the Service Desk to manage the Service Request process
Manage the team of Service Catalogue and Request Analysts
Leads investigation of root cause analysis to continuously improve currency of catalogue
Production of regular and ad-hoc reports pertaining to the services
The jobholder may be required to undertake such other duties as may be reasonably required commensurate with their grade and position in the Company.
Essential:
General knowledge of desktop products, procurement and operational delivery of services.
MS Office skills in Word and Excel
Experience of reporting tools
Desirable:
Knowledge of the use of ServiceNow
Essential:
Experience of service level management
Quality documentation and report writing ability
General management skills (time management, communication skills and staff management)
Experience of managing meetings and facilitation skills
Experience of working with 3rd parties
ITIL v3 Foundation certification or above
Desirable:
Experience working in the service integration of service level and catalogue management
Experience working for a service integrator in a multi-source model
Knowledge of the working practices and infrastructure within data centres, operations centres and service desks