JT: EUC Manager

Job ID: 17343

Capgemini, one of the world's foremost providers of consulting, technology and outsourcing services, enables its clients to transform and perform through technologies. Capgemini provides its clients with insights and capabilities that boost their freedom to achieve superior results through a unique way of working - the Collaborative Business Experience - and through a global delivery model called Rightshore®, which aims to offer the right resources in the right location at competitive cost. Present in 30 countries, Capgemini reported 2008 global revenues of EUR 8.7 billion and employs over 90,000 people worldwide.

Capgemini's robust Outsourcing offerings include: Applications Management, Infrastructure Management and Business Process Management. We combine these services with our deep industry knowledge and experience to provide the change agent to accelerate business growth. We generate quality and speed through our proven tools, methods and global centers. These capabilities, coupled with our program management expertise are tailored to fit the most challenging business needs.



We are currently searching for a EUC (End User Computing) Service Delivery Senior Manager who can will provide execution for our client. Responsible for all EUC service delivery ensuring that the EUC services provided are of a quality to meet contractual obligations and meet SLA targets. Includes overall responsibility for Desktop Services, Distributed Systems Management and Depot Services delivery. Services are provided from on and off-shore resources. EUC managers and leads report to this position. This position reports to IM Service Delivery leader. Responsible for all EUC commitments -- service level and financial. The incumbent will align with the other DDS functions, Service Desk, DCS and NIS to effectively deliver services The incumbent will drive industrialization in the EUC service delivery processes and develop strategies to transform service delivery.

People Management:
Provide direction to management and staff of EUC organization, coordinating strategic and tactical operations. Ensure all Performance Management processes are followed.
3rd Party Service Delivery Management. Ensure satisfactory delivery of desktop services from CompuCom as an integrated part of the services delivered to the client.

Client interaction: Key point of contact for on-site service delivery for client in North America.

Distributed Systems Management: Highly techncial front office and back office staff organized into teams of Systems Management, Image Management, Vulnerability Management, Third Level Support, Software Packaging, and Product Stewardship

Desktop Services: Campus and remote desktop service technicians and Executive Support.

Depot Services: Asset provisioning, tracking, reconcilation, reporting, disposal, refresh and management.

Job Requriements:

Minimum of 15 years experience in a wide variety of Information Technology disciplines, service delivery, customer service and proven leadership in People Management.  Experience in project and program management is required.  As the overall responsible party for EUC, the incumbent should have a strong understanding of operations management and demonstrated leadership capabilities.  Knowledge of desktop services best practices for break/fix, IMAC and refresh services, hardware and software industry evoloution and current technological trends, processes for procurement, asset tracking, management and provision, vulnerability management  tools and processes, software packaging, active directory, desktop management, software distribution, image technologies, ITIL processes, workflow management tools, product roadmaping, and emerging hardware and vituralization techologies is desirable.

Oversees the EUC delivery for a major, global account.  Employees working in support of EUC will be primarily in Burbank, New York, Mumbai and other global locations throughout the world. 
People Management - The incubment will be responsible for direct performance management processes as well as indirectly influencing the behavoirs of those who do not report directly to the incubent.
Negotiating Skills - The inubment will be required to manage a balance between multiple 3rd party providers & suppliers, internal support organizations and the needs of the client's business; thus requiring strong negotiating skills.
3rd Party Supplier Management - The incumbent will be reponsible for management of contracted services which have a siginficantly visible presence within the client community and a direct bearing on service delivery, client satisfaction and SLA attainment. in locations around the world.

Key Vendor/Supplier relationships - Maintain effective working relationships with Microsoft and other key suppliers critical to service delivery and planning.
Client realtionships - Manage issues and changes from the client's viewpoint.  Ensure reporting is timely, accurate and appropriate for operational review.
3rd Party Provider relationships - Monitor performance indicators and effect changes as needed to ensure key supplliers are delivering the required service to the end-user customer in an efficent, cost-effective, profesional and satisfactory manner.
Account Management - Ensure costs are appropriately allocated as the base level services and specialty support services are delivered.
Service Delivery Management - Responsively address issues and problems presented.  Participate in the develop and review of solutions.
Service Lines and Tools & Processes - Build effective relationships with service lines throughout Capgemini as well as key support organizations providing services  such as global tools.

Balance the needs of the customer and Capgemini while managing the changes of technology and driving costs ever lower and effieciency every higher while improving client satisfaction.  Manage the conflict between increasing client demands and expecations within the expected costs.

The incubment is accountable for the service delivery of EUC services to the client within the contracted service levels, at a market competitive cost, which results in client satisfaction. 
The incubment has budget responsibility for EUC including 3rd party management.  The position has wide lattitude to perform all the responsibilities as defined.  It has responsibility for service level commitments and customer satisfaction.  Ongoing performance improvements are expected.