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Service Delivery Manager

Publish Date:  Sep 3, 2022

San Nicolás, Nuevo León, MX-Mexico

Company:  Atos

About Atos

Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the                                                           CAC 40 ESG and Next 20 Paris Stock indexes.


The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education, and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.



Job Description

  • Manage Onsite Services team day to day activities and HR functions.
  • Manage deliver “Readiness” to Steady State Operations
  • Develop change, risk, financial, knowledge, resource and vendor management processes based on client requirements
  • Develop and manage project timelines and budget based on key project milestones
  • Provide and track deliverables based on contract, statement of work and solution designs
  • Identify process improvement opportunities
  • Identify Optimization opportunities


Major Responsibilities:

  • SPOC to the Provider organisation(s) for OSS / Account team /Service Delivery Management (dependent on specific Account) - may also interface to the end Customer
  • On global provider deals, act as the ATOS provider organisation contract owner governing the provision of OSS to ATOS Customer Accounts
  • Operational Management responsibility for the global delivery of Onsite Services by the provider organisation(s) to the nominated ATOS account(s)
  • Manage and own the daily operational relationship with the provider(s)
  • Manage any regional, partner or country, junior CM’s who also work on the account
  • Control, monitor and maintain or improve the OSS performance of the provider (against location, customer account etc.)
  • Attend / Chair meetings and Governance Bodies as defined/agreed within the relevant contracts
  • Hold additional meetings and maintain the relevant (ATOS) relationships as required to assure the delivery of OSS by the provider
  • Actively involved in the change management process and responsible for the driving of responses by the provider(s) organisation to customer required change requests, including the necessary negotiation with the provider around solution design and price (on multi-provider deals, in association with GOSS 3rd party management)
  • Provide the main communication link between the provider company and our customer (via agreed routes such as CM and SDM), including the production or review of communications intended for the user
  • Support the solution design and development of OSS proposals by ATOS, including the review of underpinning provider proposals, from both a process/technology and financial perspective (i.e. for BOTH the customer manager’s primary partner-account PLUS different accounts and partners)
  • Support of the transformation projects providing handover of Onsite services to GOSS & the provider(s)
  • Actively support innovation and continuous improvement initiatives and encourage/facilitate their successful use by the provider
  • Alert the GOSS central team to any internal or interface business process changes required or that will benefit GOSS (including contact with the PIM or PSU organisations, if relevant)
  • Support GOSS and WSDS as an SME for On-site
  • Coach/Mentor others within GOSS (around On-site)
  • Actively support the overall management and development of GOSS
  • (On occasions) Deputize for the Head of GOSS.


Major Interfaces:

  • For Operational business: o GOSS Head, GOSS CF, GOSS PMO (including GOSS 3rd party management), the OSS CM’s, WSDS CM’s, the relevant ATOS SDM(s) and Account team, the Customer and on occasions others within other SD teams and other ATOS groups o The Provider(s) (and any defined contacts within this team)
  • For Proposals and projects: o Members of SDA o Members of the relevant T&T team, but especially the OSS or Usercare T&T managers

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.