Senior Engineer, 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 340,000 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 Engineer, Service Delivery is responsible for planning, directing, and coordinating all organizational and technical activities required to deliver high‑quality services that meet contractual specifications. This role builds deep understanding of client priorities, challenges, and strategic initiatives to establish long‑term trusted advisor relationships. The Senior Engineer actively identifies potential service or account growth opportunities and collaborates closely with Sales and Global Services SMEs to pursue them. They maintain full awareness of all service‑related matters, manage customer interactions during high‑priority escalations, and contribute to the development of strategic account growth plans. This position requires strong technical expertise, proactive issue resolution, and the ability to drive successful service outcomes across cross‑functional teams.

Responsibilities:

• Ensure full life‑cycle service delivery costs meet or exceed contracted levels outlined in service level agreements (SLAs).
• Coordinate technical solution team activities to fulfill all contractual obligations.
• Provide complex metrics, analytics, and reporting support to internal and external stakeholders.
• Proactively identify potential service or technical issues and drive timely resolution to prevent customer impact.
• Facilitate continuous improvement initiatives within service delivery processes.
• Identify opportunities for innovation, service enhancement, and account growth.
• Build and maintain strong communication channels with customers, stakeholders, and cross‑functional teams.
• Serve as a trusted advisor by developing a deep understanding of client priorities, challenges, and strategic initiatives.
• Monitor all aspects of service delivery and manage customer engagement during high‑priority escalations.
• Partner with Sales and Global Services SMEs to identify and pursue new business opportunities.
• Contribute to the development of strategic account growth plans with Sales and Global Services teams.

Qualifications:

• Bachelor’s degree with 5+ years of relevant experience.
• Outstanding English communication, both verbal and non-verbal.
• Complete, in-depth knowledge of the area of specialization and related professional practices.
• Strong analytical and problem‑solving abilities, especially in unusual or complex circumstances.
• Ability to assess a wide range of issues creatively and propose alternative approaches when necessary.
• Demonstrated capability as a fully qualified, experienced professional at the journey level.
• Experience working with diverse and complex problems requiring evaluation of multiple factors.
• Ability to develop solutions using limited information and adapt existing approaches when needed.
• Strong judgment, evaluation, and interpretation skills in selecting the appropriate course of action.
• Ability to work independently with reviews at key checkpoints.
• Excellent communication skills and ability to work effectively with cross‑functional technical and business teams.