Pega Delivery Executive

About Capgemini
With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017. A global leader in consulting, technology and outsourcing services, the
Group reported 2016 global revenues of EUR 12.5 billion (about $13.8 billion USD at 2016 average rate). Together with its clients, Capgemini creates and delivers business, technology and digital
solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM at https://www.capgemini.com/about/how-we-work/the-collaborative-business-experiencetm , and draws on Rightshore- at https://www.capgemini.com/about/how-we-work/rightshorer , its worldwide delivery model.
Learn more about us at www.capgemini.com at http://www.capgemini.com/ .
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
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
Service Delivery Management (SDM) covers the management of ongoing services to clients. This includes all service support and service management processes (in line with ITIL/ASL definitions) plus others which are required for a specific engagement. SDM roles ensure that the service to the client meets contractual requirements and service level agreements (SLAs). Based on service delivery realization and deviation, the SDM agrees on service improvements together with the client. SDM includes the roles of Service Delivery Manager, Service Management Consultant, Service Coordinator, Service Administrator plus Change, Incident and Problem Managers. It therefore covers tasks from logging & progressing problems & incidents to managing the quality and commercial success of a service to a client.
You ensure that the managed areas within your service are performing to contractual targets and you identify service improvements where appropriate. In addition, you are acquiring a thorough understanding of the client?s business and are starting to develop relationships with client representatives, identifying ways of adding value. You manage some aspects of day-to-day operations with a focus on achieving SLAs and KPIs for relevant areas. You are responsible for providing in-scope services for specific areas, with assistance from technical leads. Depending on the contract, you have a staff of 1-2 onshore resources.
Click the following link for more information on your rights as an Applicant - http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
The Delivery Executive (DE) is accountable for Pega Service Delivery to its clients, assuring that Pega practice and the Account meet the terms of contracted Managed Services, exceeds expectations in Delivery. Delivery Executive is accountable for the operational performance of contract between Account and the client. This includes ensuring a successful transition of clients IT operation into Pega, managing client delivery satisfaction and expectations aligned with contract entitlements, analyzing gaps and refining processes to ensure a positive client experience, root cause analysis and corrective actions, while also identifying opportunities to provide new offers. The Delivery Executive is Pega Service Line?s representative to the Account teams.
Responsibilities:
OBJECTIVES/METRICS
1. Strive for Account and Client satisfaction and retention.
2. Revenue Growth - Expand the service relationship based on value-added services
3. Strengthen Client relationships through continued improvement
4. Ensure Client Loyalty / Advocacy ? On Time and At/ Above Client Expectations and positive Client Satisfaction Scores
5. Delivery Executive on demand, need to work as Sales Executive to bring new opportunities to Pega SL by working with new clients, account teams on proposals.
ESSENTIAL DUTIES
Account Management
1. Actively participate in Strategic Account Planning to enable an understanding of the client?s business model, overall goals, and business needs.
2. Develops an intimate understanding of each client?s technical and operational environment and collaborates with sales teams as necessary to develop technology road map, strategy, etc.
3. Establishes positive relationships across the client?s technical and operational communities with individuals who are responsible for ensuring success at multiple levels (tactical and strategic)
4. Intervenes as necessary to resolve client satisfaction issues.
5. Assesses client?s support needs and pursues opportunities to position additional PEGA Offers.
Service Management
1. Responsible for oversight and management of all aspects of PEGA Service Delivery under the Managed Services Agreement
2. Assumes leadership role, coordinating the activities of all PEGA projects involved in fulfilling the terms of the Managed Services Agreement.
3. Understands SLA?s (Service Level Agreements), service entitlements, operational support plans and general Terms & conditions for assigned accounts and acts as the liaison between the client and the PEGA service delivery organizations.
4. Reporting of PEGA delivery performance on Managed Services activities. Intervenes and/or escalates performance issues as appropriate through to completion.
5. Communicates the status of escalated activities to the client (and PEGA account team) in a timely manner using agreed-upon processes.
6. Develops monthly and /or quarterly (QBR) PEGA Performance reports and reviews with client, either in person, or utilizing PEGA video capabilities.
7. Maintains and expands PEGA?s Service Portfolio, capabilities, and sales strategies.
Qualifications:
Education:
1. BA/BS in Business Management or Information Technology preferred
Work experience:
1. 15 years in IT having Service Delivery/Operational experience.
2. Equivalent experience within a client?s telecommunications or network organization, including responsibility for management of vendor relationships and performance.
Competencies:
1. Client service focus
2. Excellent written and verbal communication skills
3. Highly motivated self-starter
4. Ability to present and communicate effectively
5. Strong leadership, interpersonal and team-building skills
6. Superior analytical and problem-solving skills
7. Superior organizational skills; the ability handle multiple tasks and projects simultaneously
8. Ability to work in a fast-paced setting
9. The ability to create and conduct effective presentations
10. Strong Pega Alliance background
Service Delivery Management (SDM) covers the management of ongoing services to clients. This includes all service support and service management processes (in line with ITIL/ASL definitions) plus others which are required for a specific engagement. SDM roles ensure that the service to the client meets contractual requirements and service level agreements (SLAs). Based on service delivery realization and deviation, the SDM agrees on service improvements together with the client. SDM includes the roles of Service Delivery Manager, Service Management Consultant, Service Coordinator, Service Administrator plus Change, Incident and Problem Managers. It therefore covers tasks from logging & progressing problems & incidents to managing the quality and commercial success of a service to a client.
Required Skills and Experience:
You ensure that the managed areas within your service are performing to contractual targets and you identify service improvements where appropriate. In addition, you are acquiring a thorough understanding of the client?s business and are starting to develop relationships with client representatives, identifying ways of adding value. You manage some aspects of day-to-day operations with a focus on achieving SLAs and KPIs for relevant areas. You are responsible for providing in-scope services for specific areas, with assistance from technical leads. Depending on the contract, you have a staff of 1-2 onshore resources.
? Qualification: Bachelor's Degree
? Must have experience in Negotiating and Continuous (Service) Improvement.
? Should be proficient in Transition Management.
Job: _Developer_
Organization: _NA PBS_
Title: _Pega Delivery Executive_
Location: _CA-Burbank_
Requisition ID: _028809_


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