Service Delivery Manager

Job Description

The Delivery Executive & Transformation Leader is a senior leadership role responsible for end to end delivery excellence, client satisfaction, and large scale delivery transformation, with a strong focus on offshore industrialization. The role combines accountability for business critical engagement delivery, financial performance, and risk management with the mandate to design and execute strategic transformation initiatives that scale offshore capabilities, improve productivity, and enable sustainable growth.
The role acts as a key interface between clients, onshore leadership, and offshore delivery organizations, ensuring predictable delivery, profitability, and continuous improvement while driving workforce transformation and capability building.

Purpose of the Role

• Ensure successful delivery of complex and strategic engagements with high client satisfaction.
• Drive delivery productivity, profitability (DVI/CM), and operational excellence.
• Lead and execute offshore transformation initiatives, including transfer of work, and capability development.
• Act as an escalation point and trusted advisor for clients and internal stakeholders.
• Strengthen delivery, engagement management, and transformation maturity across the portfolio.

Key Responsibilities

1. Client & Delivery Leadership
   • Own and govern end to end delivery for complex and business critical engagements.
   • Ensure client satisfaction (OTACE), proactive risk identification, and effective issue resolution.
   • Act as the escalation point for delivery, commercial, and operational issues.
   • Maintain strong relationships with senior client business and IT stakeholders, positioning Capgemini as a trusted delivery partner.
   • Participate in solution reviews, deal qualification, and delivery sign off during pursuit and proposal stages
2. Offshore Transformation & Industrialization
   • Lead execution of the Offshore Transformation roadmap, aligned to account and BU strategy.
   • Identify, qualify, and transition suitable workstreams from onshore to offshore, ensuring delivery readiness and continuity.
   • Support RFPs, renewals, and client pitches by demonstrating scalable offshore delivery models and success stories.
   • Engage with clients to address resistance to offshoring by showcasing talent quality, governance, and delivery outcomes.
3. Financial & Commercial Accountability
   • Accountable for delivery profitability, productivity, and contribution margin improvement.
   • Own DVI, CM, revenue protection, and add on sales through disciplined delivery and contract governance.
   • Lead or contribute to commercial management, including contract negotiations, change requests, and renewals.
   • Ensure accurate forecasting (ETC, EAC), invoicing, and financial reporting.
4. Governance, Risk & Quality Management
   • Establish and run robust delivery governance (M Reviews, monthly delivery inventory, risk dashboards).
   • Ensure compliance with delivery processes, cybersecurity, data protection, and contractual obligations.
   • Monitor portfolio level risks and lead mitigation plans in collaboration with MU/BU leader
5. Talent, Capability & Leadership Development
   • Build and strengthen Engagement Manager capabilities across the portfolio.
   • Define role based hiring and workforce plans to support offshore scale up across key technologies.
   • Partner with practices to drive upskilling, certification, academies, and coaching.
   • Develop strong successor pipelines, promote internal mobility, and improve retention.

Key Interfaces
• Clients (Business, IT Leadership)
• Group Client Delivery Partners
• BU / MU Delivery Heads
• Onshore & Offshore Delivery Leadership
• Practices, HR, Finance, Sales

Skills and Experience

Experience
• Proven senior level experience in delivery management of complex, global engagements.
• Strong background in P&L management, contract delivery, and client governance.
• Demonstrated success in offshore delivery transformation, capability scaling, or industrialization.
• Experience working across multi country, multi culture delivery organizations.

Skills & Competencies
• Deep understanding of delivery models, financial levers, and transformation frameworks.
• Strong client facing, stakeholder management, and crisis management skills.
• Ability to lead change, influence senior stakeholders, and drive alignment.
• Strong analytical, problem solving, and decision making capabilities.
• Excellent communication and people leadership skills.

Certifications & Qualifications
• EM Certification – Level 2 or above (mandatory for complex engagements).
• Strong foundation in at least one technology or industry domain.
• Knowledge of Capgemini multi SBU offerings and delivery ecosystem.

Key Success Metrics (KPIs)

Financial
• Revenue
• Contribution Margin (CM)
• DVI
• Add on sales

Operational
• OTACE (Client Satisfaction)
• Delivery quality & schedule adherence
• Risk & issue management effectiveness
• EM certification coverage and talent readiness