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Service Delivery Manager

Posted on March 13, 2025

Wellington City, New Zealand
No Salary information.

Full Time

Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what’s possible. Capgemini. Get the future you want.

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 infrastructure is maintained and supported to achieve an efficient and effective delivery of services aligned to contractual obligations (Service Levels, KPIs, plus others)
Manage cloud and infrastructure configuration and upgrades, problem analysis and resolution for complex problems, in conjunction with clients and external service providers where necessary
Define, develop, and provide problem analysis and resolution services for complex cloud and infrastructure problems in conjunction with clients and 3rd party suppliers
Manage Service Desk services within an ITIL framework
Ensure there are robust procedures and processes within the service delivery teams
Provide proactive management to drive down the reactive and unpredictable element achieving a higher throughput of issues
Improve functionality and performance and provide suggestions for system and business improvement
Deliver continuous improvement, enable industrialisation and innovation to the client by leveraging Capgemini best practices and methods. Contribute to the planning of application and infrastructure releases and configuration changes
Provide input to application and infrastructure scalability
Follow appropriate engagement procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)
Lead and prioritise the team’s work load; ensure mechanisms are in place to plan, maintain and track a dynamic view of work priorities and team availability
Ensure support is maintained to the highest possible standard with maximum levels of attainable productivity and efficiency
Manage risk and issues 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

Let's talk about the team

Our Cloud Infrastructure Services & Modern Work (CIS &MW) practice brings together the right technology, processes and culture to deliver business agility and cost reduction to our clients. We provide cloud focused client advisory and delivery services on areas such as hybrid cloud, workplace services, security, service desk and cloud service management/delivery.

Capgemini has proven experience in building cloud strategies that have enabled our clients to adopt a cloud-first approach to achieving their business objectives. Our Cloud Infrastructure Services enable enterprises to overcome the barriers to cloud adoption and manage the real business risks.

Let’s talk about your capability and experience

Tertiary qualifications at degree level in information technology, or extensive proven direct relevant experience

- Extensive experience supporting/administering large scale IT infrastructure and Cloud Services
- 10 -12 years’ experience in a hands-on support lead/manager role
- Experience in leading, managing and mentoring support teams
- Highly experienced in Incident and Problem Management
- Experienced in providing services to agreed SLA’s and OLA’s
- Extensive knowledge and experience in information technology operations management using ITIL with knowledge of the full IT lifecycle
- Demonstrable experience in influencing conflict resolution
- Excellence in customer service with the ability to develop partnerships with key stakeholders and business units
- Ability to plan and deliver oral and written communications that are impactful and persuasive to the intended audienceExperience and Knowledge
- ITIL v3 or V4 Practitioner or Expert Certification

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 recognised 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 12 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.

We strive to ensure you feel respected, informed and valued through our recruitment process. If your experience falls short of this, we welcome your suggestions for improvement via our Contact Us page on our website.

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