SDM Service Delivery Manager

As a Service Delivery Manager 2, you will be responsible for the successful delivery of services for one or multiple client engagements. This role ensures high‑quality service delivery, compliance with Service Level Agreements (SLAs), cost control, and continuous service improvement while leading multiple delivery teams.

Key Responsibilities:

• Ensure delivery of contracted services in line with agreed SLAs, KPIs, quality standards, and budgets.
• Manage and coordinate multiple delivery teams across one or more engagements.
• Monitor service performance and implement corrective actions to address risks or delivery gaps.
• Maintain strong client relationships and ensure high levels of customer satisfaction.
• Collaborate closely with Engagement Managers and Directors to support service objectives.
• Oversee cost management, efficiency initiatives, and continuous improvement activities.
• Ensure compliance with Capgemini processes, policies, and information security requirements.
• Provide local people management support, including performance management and disciplinary actions when required.

Required Skills & Experience:

• Proven experience in service delivery management in multi‑client or multi‑team environments.
• Strong knowledge of SLAs, KPIs, service governance, and operational controls.
• Ability to manage budgets, control costs, and drive operational efficiency.
• Strong leadership, communication, and stakeholder management skills.
• Experience working with local and remote teams.
• Strong problem‑solving skills and ability to manage delivery risks effectively.

Key Competencies:

• Service & Delivery Management
• People Leadership
• Client Relationship Management
• Business and Financial Acumen
• Continuous Improvement & Innovation

This role offers the opportunity to play a key role in ensuring service excellence while contributing to client satisfaction and operational success within Capgemini.