キャップジェミニ 株式会社のService Delivery Management Services Leader求人

Job Summary
The Service Delivery Management Services Leader is a strategic leadership role responsible for governing end-to-end IT service delivery, operational excellence, customer satisfaction, supplier management, transformation governance, and continual service improvement across all infrastructure towers.

Key Responsibilities
Service Delivery Strategy & Leadership
• Define and execute the enterprise Service Delivery Management strategy aligned with business objectives, operational priorities, and technology transformation programs.
• Establish a customer-centric service management culture focused on business outcomes, service quality, and operational excellence.
• Lead the evolution of the IT service delivery model, ensuring scalability, consistency, and alignment with organizational growth objectives.
• Develop multi-year operational roadmaps that support modernization, automation, and service transformation initiatives.
• Serve as the senior escalation point for service delivery issues impacting business operations.

Service Governance & Operational Management
• Establish and maintain governance frameworks across all infrastructure service towers.
• Lead service reviews, operational governance boards, and executive steering committees.
• Ensure adherence to SLAs, OLAs, KPIs, and contractual obligations across all service domains.
• Drive service accountability through structured governance, reporting, and performance management processes.
• Implement standardized operational practices that support consistency, compliance, and service excellence.

Integrated Service Management
• Lead end-to-end service management processes including Incident, Problem, Change, Request, Major Incident, Availability, Capacity, and Configuration Management.
• Ensure effective coordination across multiple service providers and technology towers.
• Establish integrated service management practices that eliminate operational silos and improve customer outcomes.
• Oversee service lifecycle management from onboarding through continual improvement.
• Promote proactive service management through operational analytics, trend analysis, and predictive insights.

Customer Experience & Business Relationship Management
• Act as the primary advocate for customer satisfaction and business service outcomes.
• Develop strong relationships with business stakeholders and executive sponsors.
• Lead Voice of Customer initiatives and service satisfaction programs.
• Ensure services align with business priorities, operational requirements, and strategic goals.
• Drive service improvement initiatives that enhance customer experience and perceived value of IT services.

Continuous Improvement & Service Transformation
• Lead continual service improvement programs across all operational functions.
• Drive adoption of automation, AI-enabled service management, self-service, and operational analytics.
• Identify opportunities to improve service quality, efficiency, cost performance, and customer experience.
• Promote best practices aligned with service management frameworks and modern operating models.
• Partner with transformation teams to implement modernization and operational optimization initiatives.

Supplier & Vendor Management
• Govern relationships with managed service providers, outsourced partners, and strategic technology suppliers.
• Monitor supplier performance against contractual commitments and agreed service levels.
• Lead supplier performance reviews, improvement programs, and governance forums.
• Support vendor consolidation initiatives and service integration activities.
• Ensure vendors contribute effectively toward business objectives and operational outcomes.

Service Performance & Reporting
• Define operational KPIs, service scorecards, executive dashboards, and performance reporting frameworks.
• Establish service measurement methodologies that provide actionable business insights.
• Monitor and report on service quality, service level attainment, operational risks, customer satisfaction, and financial performance.
• Ensure accurate and transparent reporting is available to executive leadership and stakeholders.
• Drive performance improvement initiatives where operational objectives are not being achieved.

Financial & Commercial Management
• Manage service delivery budgets, financial forecasts, cost optimization initiatives, and operational expenditure.
• Support contract management, commercial governance, and supplier negotiations.
• Identify opportunities for cost reduction through standardization, automation, service optimization, and vendor rationalization.
• Ensure financial transparency and effective management of service delivery investments.
• Align service delivery strategies with business value realization objectives.

Risk, Compliance & Service Resilience
• Ensure service delivery adheres to organizational governance, regulatory requirements, and security policies.
• Lead operational risk identification, mitigation, and remediation activities.
• Oversee business continuity, disaster recovery coordination, and operational resilience planning.
• Ensure services are designed and operated to minimize business disruption.
• Maintain strong governance controls supporting audit readiness and compliance obligations.

People Leadership & Organizational Development
• Build and lead a high-performing Service Delivery Management organization.
• Develop talent strategies, succession plans, capability development programs, and leadership pipelines.
• Foster collaboration across service towers, business units, and partner organizations.
• Promote a culture of accountability, innovation, customer focus, and continuous learning.
• Coach and mentor service management professionals and operational leaders.

Required Skills & Experience
Education
• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field.

Professional Experience
• 12+ years of experience in IT Service Management, Service Delivery Leadership, Infrastructure Operations, or Managed Services environments.
• 7+ years of leadership experience managing large, multi-functional IT service delivery organizations.
• Proven experience overseeing enterprise-scale infrastructure services across multiple technology towers.
• Experience operating within global, multi-vendor managed services and outsourced delivery environments.
• Demonstrated success leading large-scale service transformation, operational excellence, and governance initiatives.

Technical & Service Management Expertise
• Deep understanding of IT Service Management (ITSM) principles and frameworks.
• Expertise in Incident, Problem, Change, Release, Service Level, Availability, Capacity, and Continual Service Improvement practices.
• Experience with service management platforms such as ServiceNow and enterprise monitoring ecosystems.
• Strong knowledge of infrastructure services including cloud, workplace, network, platform, security, and operations domains.
• Familiarity with automation, AI-enabled service management, analytics, and performance reporting platforms.
• Understanding of operational governance, service integration, supplier management, and commercial management processes.
• Knowledge of modern IT operating models and digital transformation methodologies.

Leadership & Business Skills
• Executive-level stakeholder management and communication skills.
• Strong customer engagement and relationship management capabilities.
• Ability to balance operational priorities with strategic business objectives.
• Proven leadership in driving organizational change and service transformation.
• Strong analytical, financial, negotiation, and problem-solving skills.
• Experience influencing senior executives, business leaders, suppliers, and governance boards.

Certifications
Preferred Certifications
• ITIL Managing Professional, Strategic Leader, Expert, or Master Certification.
• Project Management Professional (PMP) or PRINCE2 Certification.
• Certified SIAM Professional (Service Integration and Management).
• Lean Six Sigma Green Belt or Black Belt.
• COBIT Foundation or Governance Certifications.
• Microsoft, AWS, or Google Cloud certifications.
• Relevant service delivery, governance, or operational excellence certifications.

Success Measures
• Achievement of SLA, KPI, and service performance targets across all service towers.
• Improved customer satisfaction and business stakeholder confidence.
• Successful management of major incidents and operational risks.
• Increased service quality, efficiency, and operational resilience.
• Delivery of measurable cost optimization and productivity improvements.
• Successful execution of service transformation and modernization initiatives.