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Job Description: 

Own end-to-end governance and service outcomes for Global Service Desk, End User Services and Procurement within the region, acting as the accountable retained-organization leader in a “2-in-a-box” partnership with the Capgemini Regional Delivery Lead. This is a dedicated Service Delivery Manager (SDM) role — focused on governance, vendor management, and operational leadership — and is distinct from a site support engineer role. The SDM provides the clear, accountable chain that the retained organization currently lacks, closing today's escalation gap.
 

Service Delivery Governance

• Own governance of Global Service Desk, End User Field Support and Procurement delivery within the region; serve as the accountable escalation point for a director-level chain of ownership.
• Chair joint (“2-in-a-box”) governance with the Capgemini Regional Delivery Lead, including daily stand-ups, shared dashboards, ticket aging reviews, and monthly operational reviews.
• Ensure that tickets opened more than 10 days automatically triggers joint ownership and proactive engagement with the affected user.

Vendor & SOP Governance

• Own review and approval of SOPs developed by Capgemini; drive documentation currency and completion for all in-region processes.
• Hold Capgemini accountable to agreed delivery standards under the Service Improvement Plan (SIP), escalating partner-performance gaps through the appropriate channel.

Asset & Hardware Lifecycle

• Own inventory visibility, spares management, procurement planning, and hardware lifecycle governance for the region.

Smart Lockers

• Own smart locker operational processes: employee provisioning, spare allocation, return-locker strategy, capacity planning, and retention periods.

Operational Excellence & Continuous Service Improvement (CSI)

• Establish and run structured operational reviews, backlog governance, and trend analysis to drive measurable service improvement.
• Own the regional CSI roadmap in partnership with Capgemini.

Executive Support & Business Relationship

• Own the regional business stakeholder relationship, including executive support governance and escalation handling.
• Conduct regular site visits, including joint visits with Capgemini leadership, to maintain visibility and strengthen local stakeholder relationships.

Field Support Optimization

• Assess site-by-site criticality, user population, and operational complexity to determine where dedicated onsite (OSS) resources are warranted.
• Partner with Capgemini to shape the sourcing model for those sites, including where dedicated Capgemini engineers should replace subcontracted resources.

• 8+ years in IT service delivery or end user services management, including 3+ years in a formal Service Delivery Manager or vendor governance role.
• Proven experience governing outsourced/managed service provider relationships (SLAs, escalation management, joint operating models), ideally across a multi-tower environment (Service Desk and Field Support).
• Working knowledge of ITIL-aligned service management practices (incident, problem, change).
• Track record of building and running operational governance rhythms — stand-ups, operational reviews, dashboards, ticket aging and backlog governance.
• Experience with IT asset lifecycle management, hardware logistics, or smart locker / self-service equipment models is an advantage.
• Strong stakeholder management skills; comfortable engaging regional business leaders and executives.
• Bachelor's degree in a relevant field or equivalent experience; ITIL Foundation certification preferred.
• Service Now, Jira, Power BI, Tableau, Microsoft O365, Mac iOS.

• Governance and accountability mindset — owns outcomes, not just oversight.
• Vendor and partner management, including constructive challenge in a joint governance model.
• Data-driven operational management: KPIs, dashboards, and trend analysis.
• Cross-functional leadership without direct authority (“2-in-a-box” collaboration).
• Clear, confident communicator, comfortable presenting to senior stakeholders.
• Structured and process-oriented, with the ability to operate through organizational change.