GSS SLA Specialist

Capgemini

9 - 12 years

Mumbai

Posted: 11/19/2024

Job Description

Job DesciptionGSS SLA Specialist | 9-12 years | MumbaiManage, and maintain Service Level Agreements (SLAs) to ensure service expectations are clear and achievable.Track key performance indicators (KPIs) and service metrics to ensure SLAs are met, proactively identifying and addressing potential breaches.Analyze performance data to identify trends and areas for improvement. Present reports and dashboards to key stakeholders for transparent tracking of SLA performance.Collaborate with teams to streamline processes, ensuring alignment with SLA goals and driving continuous improvements in service delivery.Train teams on SLA management and best practices, fostering a culture of accountability and high performance across the shared services organization.Act as the main liaison for SLA-related matters, facilitating open communication between shared services teams and business units to ensure mutual understanding of service expectations.Handle escalations related to SLA breaches, mediating disputes and driving quick, effective resolutions while maintaining a record for continuous improvement.Support changes in SLAs during process or system updates, ensuring alignment with corporate standards and consistency across global operations.

Primary Skill
Strong functional knowledge in Global Shared service operations and best practicesHands-on experience of running HR shared services with SLAs / penalties for above HR areas Good stakeholder mgmt, communication, assertive mindsetAbility to do data analysis and collaborate with teams to drive improvementsSecondary SkillAbility to build dashboards, success storiesKnowledge of SAP or equivalent products in Learning/talent mgmt area.

Skills (competencies)

About Company

Capgemini is a global leader in consulting, technology services, and digital transformation. Headquartered in Paris, France, Capgemini provides a wide range of services, including IT consulting, managed services, business process outsourcing, and digital transformation solutions. With over 360,000 employees across more than 50 countries, the company focuses on helping organizations innovate and transform their businesses to remain competitive in a rapidly changing digital landscape. Capgemini is known for its expertise in cloud computing, AI, cybersecurity, and other emerging technologies, working closely with clients to develop sustainable and cutting-edge solutions.

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