Operations Lead

Capgemini; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading global technology firm in London is seeking a Managed Services Account OL Lead responsible for leadership and effective delivery of end-to-end Run services. The candidate must understand network technologies and improve customer satisfaction while leading a diverse team. This role supports hybrid working and requires governance and KPI adherence to ensure service quality.

Benefits

Wellbeing apps and support

Mental Health Champions

Great workplace for wellbeing

Qualifications

• Understanding of network technologies, including SD-WAN, Wireless LAN, and SASE hybrid solutions.
• Enhance customer satisfaction through strong relationship management.
• Promote continuous learning by encouraging training hours.

Responsibilities

• Leadership and Team Management, fostering morale, service excellence, and a culture of continuous learning.
• Ensure governance and reporting to meet service and financial objectives.
• Collaborate to lead delivery and support cost optimization.

Skills

Understanding of network technologies

Delivery quality through SLA compliance

Strong relationship management

Financial objectives collaboration

Regular reviews and development plans

Encouraging training and learning pathways

Job description

About the job you're considering

The Managed Services Account OL Lead is accountable for leadership and reporting to ensure effective delivery of end-to-end Run services (GDC and Onshore). This will include compliance of SLA's, contractual obligations, service quality, operational assurance and KPI's, and adherence to global standards. Responsible for Development and implementation of account productivity plans and Team capability development.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

If you are successfully offered this position, you will go through a series of pre-employment checks, including: identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and unspent criminal record check (known as Disclosure and Barring Service)

Your role

• Leadership and Team Management, fostering morale, service excellence, and a culture of continuous learning.
• Develop and maintain team capabilities, providing mentorship and coaching to support diverse growth.
• Ensure governance and reporting are in place to meet service, operational, and financial objectives.
• Champion adoption of global/regional standards, leveraging initiatives to deliver value.
• Collaborate with:
  • Account DE/SDM/OLs - lead delivery and support cost optimization.
  • GDC GOLs - ensure effective delivery and issue resolution.
  • MS Leadership - contribute to regional reviews, align strategy, and promote a holistic approach.

Your skills and experience

• Understanding of network technologies, including SD-WAN, Wireless LAN, and SASE hybrid solutions.
• Ensure delivery quality through SLA compliance and proactive issue reduction.
• Enhance customer satisfaction (measured by OTACE/NPS) through strong relationship management.
• Collaborate to achieve financial objectives, including cost optimization.
• Support team performance and growth through regular reviews and personalized development plans.
• Promote continuous learning by encouraging completion of training hours and learning pathways.

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role. Please opt in during the application process.

Your security clearance

To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.

Some posts are restricted to sole UK Nationals for security reasons; therefore, you may be asked about your citizenship in the application process.

Make it real - what does it mean for you?

You'd be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.

To help support wellbeing we have trained 'Mental Health Champions' across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

You will reimagine what's possible: creating value for the world's leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK.

Why you should consider Capgemini

Growing clients' businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you'll join a thriving company and become part of a collective of freethinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what's possible. It's why, together, we seek out opportunities that will transform the world's leading businesses, and it's how you'll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you'll build the skills you want. You'll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.
Make it real | www.capgemini.com