Role: Service Delivery Manager (SDM)_ Operation ManagerBSv Grade:C2Role Description

- Role Overview:
- In this role you will manage contracts daily including operations and finance and complex operational issues and will be responsible for profitability and productivity of the contract. You will continuously improve the service by identifying potential risks and resolving them through innovative reliable tools and methodology deployed by motivated staff. As a recognized thought leader, you leverage your extensive process/domain knowledge to develop the innovations and an innovative team culture and constantly explore opportunities for account development.
- As a Service Delivery Manager you will be expected to:
- Operate as Subject Matter Expert, recognized as a guru/expert in application of process(s) specialism
- Demonstrates an extended ability to think outside of the box and challenge convention
- Drive DGEM development within the expert community and DGEM deployment for your Client
- Display a thorough understanding of Capgemini, the way we do business, the technologies involved and industry best practices, processes & procedures, levering this knowledge to consistently provide commercial and operational benefit to Capgemini and our clients
- Have excellent knowledge of technological products and solutions available on the market and has strong awareness of their strengths and weaknesses to drive the innovation of new products and processes
- Be an Influencer in the further development of the functionality of process specialism via technical knowledge, capabilities and attitude
- Actively seeks new opportunities for the application of CG BluePrint and other BIC Platform approaches components and the Automation Drive Suit
- Lead the analysis of complex information in a manner that conveys the salient facts in a clear, unambiguous way to a variety of audiences
- Have deep understanding of business context for the analyzed data, can draw insights and makes relevant recommendations to drive process improvements
- Be able to articulate business issue and analyze possible solutions with the appropriate analytical tools and methodologies
- Have excellent understanding of the business, itss volatilities and the impact on organizational finances and service. Can read early warning signs, provide advice and demonstrates critical thinking associated with mitigating risks and issues.
- Drive innovation and the continuous improvement culture within the delivery team to drive productivity, offering commercial benefit and operational efficiency
- Ensure there is widespread understanding of the scope obligations within the team and scope extensions are properly managed contractually
- Performs clients negotiations to drive profitability of the services
- Encourage, support, and enable individuals, exploring new ways to engage them and help identify the greater contributions they can make to the business.
- Sets and communicates vision, goals and objectives in an inspiring and motivational manner and ensures staff have career and development plans and that these are achievable.




- Participate in or leads successful recruiting efforts, evaluating candidates against organization / project needs and position/role demands
- General Responsibilities / Accountabilities:
- As a Service Delivery Manager, (subject to the scope of work of your Client) you will be responsible for building and managing big size teams to deliver high quality services to your Client. Your main focus will be quality of service as well as driving the transformational agenda for your Client to improve efficiency, but also create additional value for Client. You will build and manage the Client relationship, usually on global level and contract level. You will focus on generation of new opportunities within your contract to drive as much process, technology and organizational transformation as possible. You will continue to act as a Chief Controller, with oversight activities that will allow to ensure the quality of service, but also to generate the additional transformational opportunities.
- Service Management
- Performance and Quality Management
- Technical Perception
- Meeting Support
- Proficiency in leading both physical and virtual teams
- Experience in dealing with third-party-provided services
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizational skills
- Capacity to train and guide junior team members
- Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skills
- Readiness to demonstrate a proactive attitude
- Excellent verbal and written communication skills

Qualifications (Education/Experience/Certification):

- Minimum English at CEFR Grade C1 (Advanced) or equivalent
- Degree Minimum Bachelor Of Commerce.
- Preferably ACCA or CPA certification
- Certified in at least 1 DGEM Tech Technology within Tower
- Recognized Accounting Qualification (e.g., CPA, CA, etc.)

CompetenciesProficiency LevelCore BehaviorsLiving Capgemini Values, Diversity, Life Balancing, Qualified Integrity, Client Value & Service Excellence, Collaboration, Flexibility, Initiative, Resilience, Continuous Learning & Self DevelopmentMeets ExpectationsProfessional CompetenciesFoundation Skills: Time/Task Management, Attention to detail, Conflict Management, Decision Making & Judgment, Communicating, Presentation, Influencing2Service & Delivery: Planning & Organizing, Managing & Controlling, Requirements Assessment, Analytical Problem Solving, Solution Design, Project Closure,



Documentation1People Leadership: Staff Acquisition, Leadership Conduct, Managing Others, Developing Others2Client Acquisition & Development: Managing Relationships, Executive Interaction, Client Organizational Awareness, Generating & Transforming Opportunities3Innovation & Capability Growth: Awareness of External Environment, Innovation, Capgemini Business Acumen, Knowledge Sharing / Leveraging Knowledge, Reuse, Facilitation1Business Leadership: Business Planning & Execution, Global Perspective, Visionary leadership3Technology Awareness and Leveraging: Technology Awareness, Technology Leverage3Role Specific CompetenciesBest In Class (BIC) Process: Can apply their creativity to deliver value through domain and process knowledge with an ability to design, improve and innovate processes and services delivered to the client. Demonstrates an ability to access and apply knowledge available through the practice knowledge bases and understand the relevance of the information that they find. Can perform activities in accordance with Capgemini methodologies, desk-top procedures and policies.1Technology Intelligence: Having skills, knowledge and attitude to enable BSV delivery and drive competitiveness through technology. Being familiar with advances in technology and Capgemini platform offers and how they can be best deployed to address specific client situations and drive enhancements.1Commercial Control: Focusing on delivering competitiveness and financial results of the services provided by Capgemini through driving efficiency, cost control, continuous improvement, risk management and the right allocation of assets to deliver innovation and required outcomes.1**Advanced Analytics: The systematic approach to transform data and information to actionable insights. To make data driven decisions by focusing on driving insight and determining the next best action. E.g. drive meaningful insight for the clients on cost reduction, revenue improvement, working capital and total cost of ownership1Proficiency Levels1 Master

Role Model

- Demonstrated consistent excellence in applying this competency
- Recognized thought leader on this competency

4 Progressing Limited practical application and experience

- Applied this competency but still require guidance to perform successfully

2 Experienced Extensive practical application and experience

- Demonstrated consistent achievement in applying this competency
- Is routinely sought out to coach others in the application of this competency

5 Baseline

Theoretical knowledge

- Newly developing this competency and have completed formal training or on-the-job training
- Have limited or no applied experience in this competency and require a high level of guidance to perform successfully

3 Proficient

Practical application and experience

- Have applied this competency independently in many situations
- Capable of coaching others in the application of this competency

N/A Not Applicable

- The competency is not applicable to the grade/role

Company Confidential Page 1 of 4

📌 Procurement (Kolkata)
🏢 Capgemini
📍 Kolkata