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 plans, directs, and coordinates the technical and organizational activities required to deliver services that meet contracted specifications. This role develops deep understanding of customer priorities and challenges, acts as a trusted advisor, and supports account growth by identifying opportunities in partnership with sales and Global Services SMEs. The Senior Engineer ensures smooth service operations, manages customer escalations, supports continuous improvement, and drives strong cross‑functional collaboration to enhance the overall customer experience.

Responsibilities:

• Ensure full life cycle delivery costs align with or improve upon contracted service‑level agreements.
• Coordinate technical solution teams to meet all contractual and operational obligations.
• Deliver advanced metrics, reporting, and performance insights to internal and external stakeholders.
• Proactively identify potential issues and drive timely resolution to avoid customer impact.
• Contribute to continuous improvement initiatives that enhance service quality and operational efficiency.
• Identify areas for service innovation and potential account growth.
• Maintain effective communication with customers, partners, and cross‑functional teams.
• Build strong customer relationships and act as a trusted advisor throughout the service lifecycle.
• Apply deep knowledge of the specialized service delivery domain to solve complex issues.
• Assess unusual circumstances using sophisticated analytical and problem‑solving approaches.
• Develop creative solutions and adapt existing methods to resolve diverse issues.
• Work independently with periodic review at critical milestones to ensure alignment with objectives.
• Evaluate information and use judgment and interpretation to choose appropriate courses of action.

Qualifications:

• Bachelor’s degree with 5+ years of relevant experience.
• Outstanding English communication, both verbal and non-verbal.
• Full knowledge and strong understanding of service delivery principles, best practices, and technical domain specialization.
• Proven ability to assess complex or unusual circumstances using advanced analytical techniques.
• Strong problem‑solving skills, with ability to adapt approaches to resolve diverse issues.
• Ability to work independently with minimal supervision while handling complex tasks.
• Strong communication and stakeholder‑management skills.
• Ability to collaborate effectively across technical and non‑technical teams.
• Demonstrated experience in delivering service improvements and supporting customer escalations.