Service Delivery Analyst Review

Service Delivery Analyst. My tasks include: - On a weekly basis compile the Weekly Operational Report by the end of Tuesday and send to the client, with input from SDM and team leads - Familiarise with the incident and service request process the Capgemini teams use - On a monthly basis compile the monthly service metrics for use on the Monthly Service Report and supporting slide deck - On a weekly basis own and maintain the minutes from the meetings - Document and own the process for on/off boarding individuals on the account- Capgemini process/ access to building, car park etc. - Document and own analysis for trends using figures compiled from the incident and service request processes the Capgemini teams use. - Maintain account team room. Ensure team room in the correct format with up to date content - Ensure the engagement repository is up to date with current information as per the latest requirements - Ensure the Service Catalogue for the service is completed - Ensure the operational documentation the team use is consolidated and stored accordingly in the Capgemini team room - Own and maintain a service improvement register for the account - Implement and document a process for capturing/ maintaining SIPs - Obtain reporting and carry out analysis into call closure codes, with a view to planning next steps - In terms of projects, I have worked on Volkswagen, Serco, NHS24, Tata Steel and Rolls-Royce.

Yes, many! I have learnt skills through working on client accounts, such as improved skills in project management, excel and change management. I have developed some skills in working for CapGemini as a whole, such as communication, management, and team building.

I enjoy my programme very much as I am fully supported within my role. I have colleagues in CapGemini to turn to and discuss any issues, in addition to helping me develop my career plan. My manager has always been very supportive. My QA course was very supported too, with plenty of review visits from the company to help me progress. It surpassed my expectations easily.

Very valued. One of the things Capgemini is known for is looking after their staff. They not only make sure you are happy at work, but they check everything is going well at home too. They always give appreciation to the staff if they are doing well. They also have something called Applaud, which if a manager believes a staff member has met their targets, they can issue them with a reward.

Very. You receive an induction week, or 6 weeks for the degree programme. This is then followed by training on an account. Mine had training during my QA course. There is a lot of support given by managers. Mine also had units which I needed to complete, and each unit was broken up by the reviewer at QA, to show us what we needed to complete and by when. It really helped as it gave us enough time to complete them in addition to finishing account work.

Lots of support. They always keep in contact over email and sometimes text to ensure everything is going well. There is always someone to talk to if there is an issue. I normally get a response within the hour. They are very enthusiastic about supporting the individuals on their course. They make it clear that if there are any issues within CapGemini (to a certain extent), they can sort these for us as well.

Same as above. Lots of support. Always keep in contact and HR are only a message or call away. The issues are always resolved, and guidance is always given. I have never had an issue with HR as the employees are always valued.

It is a high salary and it is more than most apprenticeships I have seen. It allows me to rent my own house, pay for my bills, afford a car, and still purchase things I want. I am happy with my salary at the moment.

Yes, there are various opportunities and events. I have been to several meals and events with the company to support the progress made during the year. There are also career events that take place with Capgemini. These are based all over the UK.

Yes

The support you are given is tremendous. You are not forced to finish the course but are guided until the finish. They understand that travelling is not an option if you are ill, or there are extreme weather conditions. They put you first and always check all is OK. Also, they check with you to make sure you are doing OK if you are off ill.

Know your basic knowledge about Capgemini. Take some tests you can find online beforehand. Have an open mind. Be prepared to learn. Put the effort in!