Senior Manager, Service Delivery

About Capgemini

Capgemini is a global business and technology transformation partner helping organizations to accelerate their dual transition to a digital and sustainable world while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340000 team members in more than 50 countries. With its strong over 55-year heritage Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering all fueled by its market leading capabilities in AI generative AI cloud and data combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of 22.1 billion.

Job Description:

The Senior Manager Service Delivery leads a global team of Service Delivery Management professionals responsible for ensuring the successful delivery of contracted services meeting operational commitments and achieving financial targets. This role serves as a strategic partner and trusted advisor to key clients by developing a deep understanding of their business priorities challenges and longterm initiatives.

Responsibilities:

• Lead and manage Global Service Delivery Management teams responsible for delivering contracted services and meeting financial commitments.
• Develop deep knowledge of customer priorities challenges and business initiatives to serve as a trusted advisor.
• Identify potential sales opportunities and partner with Sales and Global Services SMEs to pursue them.
• Maintain oversight of all servicerelated matters and manage customer communication during highpriority escalations.
• Develop strategic account growth plans in collaboration with Sales and Global Services SMEs.
• Direct the strategic and operational objectives of the service delivery organization.
• Oversee staffing needs workforce planning and career development for team members.
• Drive performance management coaching and compensation discussions across the team.
• Ensure full lifecycle delivery costs meet or exceed contracted expectations per SLAs.
• Coordinate activities of technical teams to ensure all contract requirements are met.
• Provide advanced metrics reporting and insights to internal and external stakeholders.
• Proactively identify potential issues and lead problem resolution to avoid service impact.
• Drive continuous improvement initiatives across processes tools and delivery models.
• Identify opportunities for service expansion innovation and value creation.
• Build strong communication channels with customers stakeholders and crossfunctional teams to maximize customer experience and satisfaction.

Qualifications:

• Bachelors degree with 12 years of relevant experience.
• Outstanding English communication both verbal and non-verbal.
• Proven ability to set operational objectives establish policies and delegate effectively within a service delivery organization.
• Experience developing modifying and executing company policies with impact on immediate operations and broader business areas.
• Strong understanding of the functional domain with solid awareness of companywide operations and the competitive landscape.
• Ability to analyze complex issues requiring conceptual thinking and alignment with organizational goals.
• Skilled at addressing problems that lack clear definitions and require strategic direction.
• Experience implementing policies and selecting appropriate methods techniques and evaluation criteria to achieve results.
• Demonstrated success driving strategy and outcomes for large initiatives that span multiple organizational functions.
• Ability to exercise sound judgment where poor decisions could cause significant delays or impact business performance.
• Strong communication leadership and stakeholdermanagement capabilities with impact on mediumterm business outcomes.