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 leads and coordinates the technical and organizational activities required to deliver services that meet contracted specifications. This role builds deep client understanding, serves as a trusted advisor, and identifies opportunities for service expansion and innovation. The Senior Principal Engineer manages high‑priority escalations, oversees end‑to‑end service delivery performance, and partners with sales and Global Services SMEs to develop and execute strategic account growth plans. With broad technical expertise and strategic influence, this role drives customer satisfaction, operational excellence, and long‑term account success.

Responsibilities:

• Ensure full life cycle delivery costs are aligned with or better than contracted service‑level agreements.
• Coordinate and guide technical solution teams to meet all delivery and contractual requirements.
• Provide advanced metrics, analytics, and reporting to internal teams and customer stakeholders.
• Proactively identify risks, issues, or performance gaps and drive timely resolution.
• Lead continuous improvement efforts to enhance delivery efficiency and customer outcomes.
• Identify opportunities for innovation, service expansion, and account growth.
• Maintain strong communication with customers, partners, and cross‑functional stakeholders.
• Build and sustain trusted relationships with clients by deeply understanding their priorities and challenges.
• Manage customer expectations during high‑priority escalations and ensure successful resolution.
• Collaborate with sales and Global Services SMEs to develop and execute strategic account growth plans.
• Apply broad technical expertise across related disciplines to influence solution direction and delivery.
• Lead or contribute to the development of company principles, best practices, and technical strategies.
• Address significant and unique issues requiring advanced conceptual thinking and evaluation of intangibles.
• Exercise independent judgment in selecting methods, techniques, and evaluation criteria to achieve results.
• Drive outcomes that have impact across the broader function or organization.

Qualifications:

• Bachelor’s degree with 12+ years of relevant experience.
• Outstanding English communication, both verbal and non-verbal.
• Broad and deep expertise across highly specialized technical domains or multiple related disciplines.
• Proven ability to lead complex technical service delivery initiatives and customer engagements.
• Strong conceptual and analytical thinking skills for addressing advanced or ambiguous issues.
• Demonstrated experience influencing technical strategy, policies, and architectural decisions.
• Strong judgment in selecting and adapting methods for complex delivery scenarios.
• Experience driving innovative solutions and continuous improvement within service delivery environments.
• Excellent communication and stakeholder‑management skills with the ability to influence at senior levels.
• Strong leadership in managing escalations and ensuring customer satisfaction.
• Ability to drive results that impact the broader function and contribute to long‑term business success.