Service Delivery Manager

Your Role

As a RUN Engagement Manager, you will be responsible for managing application support engagements by applying ITIL standards, ensuring service delivery excellence, and actively managing client expectations through defined SLAs.

In this role, you will:

• Manage RUN engagements by applying ITIL best practices across service management processes
• Ensure delivery of all RUN scope activities including Incident, Problem, Change, and Environment Management
• Manage client expectations through SLA adherence and proactive communication
• Drive quality KPIs through corrective and preventive maintenance activities
• Lead Root Cause Analysis (RCA) and ensure resolution implementation
• Monitor and minimize production backlogs and ensure timely issue closure
• Ensure adherence to Knowledge Management (KM) processes for effective service delivery
• Work across Application Management areas, including Digital Technologies (Salesforce, Digital Commerce, Content, BPM, Java, Angular)
• Collaborate with stakeholders to maintain service stability and continuous improvement

Your Profile

• Strong experience in Application Management / RUN support engagements
• Good understanding of ITIL framework and service management processes
• Hands-on experience in managing digital technology platforms (Salesforce, Java, Angular, BPM, etc.)
• Expertise in incident handling, RCA, and backlog management
• Strong stakeholder and client management skills
• Good knowledge of Knowledge Management practices

Additional Skills

• Strong capabilities in project planning, resource budgeting/forecasting, and estimations
• Excellent stakeholder management and communication skills
• Ability to drive continuous improvement and operational efficiency

What you’ll love about working here

• Opportunity to lead critical RUN engagements and drive service excellence
• Exposure to modern digital technology ecosystems
• Collaborative and growth-driven work environment
• You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
• You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
• You will have the opportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.