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ADM Service Delivery Manager (SAP)

  • Brussels
  • Brussels

SAP Senior Service Delivery Manager

Capgemini provides end to end Application Managed services (AMS) enabling the Customer digital journey by performing operational excellence (quality & costs) and transforming to deliver high business value products.

Direct report to the Delivery Executive, we expect the Service Delivery Manager to:

  • Be responsible of the overall engagement in terms of budget, Customer satisfaction, contractual compliancy, service continuity, team members motivations, respect of qualitative & timely delivery

  • Be the Customer Single Point of contact for AMS Services subjects

  • Manage the activities in accordance to the agreed commitments

  • Evaluate engagement risks, identify and execute risk mitigation actions

  • Conform to the engagement prioritization, identify & assign resources on service activities

  • Drive- End-to-End the problem, change, release, capacity, performance management and reporting

  • Define the releases scoping & planning in collaboration with the Customer & according to its Business priorities.

  • Provide consolidated management reporting to the Customer and Capgemini on the services performance.

  • Prepare, present & report steering committee

  • Manage budget aspects and report. Drive overall margin improvement

  • Plan and supervise the execution of Capgemini & 3rd parties quality reviews

  • Manage continuous improvement of the service team

  • Manage the evolution of the Service Quality Plan & SLA

  • Inform all staff of relevant templates, guidelines, process and best practices to be used in the Services

  • Play a key role in add on sales with Sales & Delivery Management team.

  • Contribute to the implementation of the transformation roadmap

The candidate must have relevant experience in application management domains: 7-10 years is a minimum and, should be ITIL certified.

SAP experience is required.

Personal skills :

  • Leadership
  • People manager in heart
  • Customer & service oriented
  • Qualitative Results driven.
  • Make it happen, specifically in critical & difficult contexts.
  • Pro-active
  • Positive thinking.
  • Strong communication skills: to manage steering committee & customer daily contacts
  • Accurate, reliable, assertive, structured.
  • Able to keep the overall view and to dig easily into details when needed
  • Able to work under pressure and able to manage multiple tasks
  • Able to manage & report to Steering committee level.
  • Able to evolve higher role as Delivery Executive in 2 years time.

Dutch & French speaking with good knowledge of English

Work with great people

Sander Theuns
Salesforce Functional Expert
"Capgemini provides me with the right challenges and empowers me so that I can learn and improve daily."
Christoffel Gilis
UX designer
"Idean, an Ideal place to work!"
Delphine Libioul
Project manager
"Capgemini pushes me to question myself, to go out of my comfort zone, to change perspectives"
Ward Lambrecht
Business Analyst
"I joined Capgemini because we share the same drive; to empower each other and to grow towards new sustainable heights"

Great Place to Work

  • Global company with European Management style

  • Entrepreneurship in a stable environment

  • Projects for big companies

  • True industry shapers

  • Work in a stable environment

  • Career development framework

  • We nurture your strongest asset; knowledge

  • Flat structure, no strict hierarchy

About the company

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion.

1976Founded in 1967 in Grenoble by Serge Kampf as Sogeti.

1970The first company in the sector to offer consulting.

1975Acquisition of Cap and Gemini

1980First major transatlantic contract with the Los Angeles Time.

1998First multinational contract with General Motors

2000Group headcount surpasses – 50.000

2010Group headcount surpasses 100.000

2016Serge Kampf passes away

2017Celebrations for 50 years Capgemini

Jonas Vinck | Contact Person

I'm interested

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