Senior Manager, 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 Manager, Service Delivery leads a global team of Service Delivery Management professionals responsible for ensuring the successful delivery of contracted services, meeting operational commitments, and achieving financial targets. This role serves as a strategic partner and trusted advisor to key clients by developing a deep understanding of their business priorities, challenges, and long‑term initiatives.

Responsibilities:

• Lead and manage Global Service Delivery Management teams responsible for delivering contracted services and meeting financial commitments.
• Develop deep knowledge of customer priorities, challenges, and business initiatives to serve as a trusted advisor.
• Identify potential sales opportunities and partner with Sales and Global Services SMEs to pursue them.
• Maintain oversight of all service‑related matters and manage customer communication during high‑priority escalations.
• Develop strategic account growth plans in collaboration with Sales and Global Services SMEs.
• Direct the strategic and operational objectives of the service delivery organization.
• Oversee staffing needs, workforce planning, and career development for team members.
• Drive performance management, coaching, and compensation discussions across the team.
• Ensure full life‑cycle delivery costs meet or exceed contracted expectations per SLAs.
• Coordinate activities of technical teams to ensure all contract requirements are met.
• Provide advanced metrics, reporting, and insights to internal and external stakeholders.
• Proactively identify potential issues and lead problem resolution to avoid service impact.
• Drive continuous improvement initiatives across processes, tools, and delivery models.
• Identify opportunities for service expansion, innovation, and value creation.
• Build strong communication channels with customers, stakeholders, and cross‑functional teams to maximize customer experience and satisfaction.

Qualifications:

• Bachelor’s degree with 12+ years of relevant experience.
• Outstanding English communication, both verbal and non-verbal.
• Proven ability to set operational objectives, establish policies, and delegate effectively within a service delivery organization.
• Experience developing, modifying, and executing company policies with impact on immediate operations and broader business areas.
• Strong understanding of the functional domain, with solid awareness of company‑wide operations and the competitive landscape.
• Ability to analyze complex issues requiring conceptual thinking and alignment with organizational goals.
• Skilled at addressing problems that lack clear definitions and require strategic direction.
• Experience implementing policies and selecting appropriate methods, techniques, and evaluation criteria to achieve results.
• Demonstrated success driving strategy and outcomes for large initiatives that span multiple organizational functions.
• Ability to exercise sound judgment where poor decisions could cause significant delays or impact business performance.
• Strong communication, leadership, and stakeholder‑management capabilities with impact on medium‑term business outcomes.