Senior Principal 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 Principal Engineer, Service Delivery is responsible for planning, directing, and coordinating the technical and organizational activities required to deliver complex services in alignment with contract specifications. This role builds deep customer relationships, becoming a trusted advisor by understanding client priorities, challenges, and strategic initiatives. The position identifies growth opportunities, supports sales in pursuing them, and ensures seamless service delivery across all phases. The Senior Principal Engineer manages high‑priority escalations, drives continuous improvement, and collaborates with sales and Global Services SMEs to develop strategic account growth plans.

Responsibilities:

• Ensure end‑to‑end delivery costs are aligned with or better than contracted service‑level agreements.
• Coordinate and guide technical solution teams to meet all contractual commitments.
• Provide advanced metrics, analytics, and reporting to internal and external stakeholders.
• Proactively identify issues, drive timely resolution, and prevent negative customer impact.
• Lead continuous improvement efforts across service delivery processes and technical operations.
• Identify opportunities for service innovation, account expansion, and solution enhancements.
• Maintain effective communication with stakeholders, customers, partners, and cross-functional teams.
• Build strong customer relationships and act as a trusted advisor based on deep understanding of their business needs.
• Support sales and Global Services SMEs in identifying and pursuing new service opportunities.
• Oversee service matters across accounts and manage customer expectations during escalations.
• Contribute to strategic account planning and long-term customer success initiatives.
• Apply broad technical expertise to influence company objectives and achieve organizational goals.
• Analyze complex and unique issues requiring conceptual and creative problem-solving.
• Exercise independent judgment in selecting methods, techniques, and evaluation criteria for service delivery.
• Take accountability for decisions and outcomes that may impact the broader function or organization.

Qualifications:

• Bachelor’s degree with 12+ years of relevant experience.
• Outstanding English communication, both verbal and non-verbal.
• Broad expertise across highly specialized technical domains or multiple related disciplines.
• Experience contributing to and leading the development of organizational goals, principles, and technical standards.
• Strong conceptual thinking skills to analyze advanced, ambiguous, or intangible issues.
• Proven ability to exercise independent judgment in complex technical and operational situations.
• Demonstrated success delivering technical solutions that align with contract and customer expectations.
• Strong communication skills with the ability to collaborate across organizational and functional boundaries.
• Ability to manage customer escalations and ensure positive outcomes in high‑pressure scenarios.
• Experience identifying innovation and growth opportunities within customer accounts.
• Strong stakeholder‑management, reporting, and executive‑level communication skills.