Senior Service Delivery Manager

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Role Overview

The EUS Service Delivery Manager (SDM) is the primary accountable role for the end‑to‑end delivery, governance, and continuous improvement of End User Services. The SDM ensures operational excellence, SLA adherence, effective supplier coordination while acting as the key operational interface between the client stakeholders, Capgemini delivery teams, and third‑party providers.

Key Responsibilities

Service Delivery & Operations

• Own and manage day‑to‑day delivery of all in‑scope EUS services, including Service Desk, Onsite & Domain Support, DWS/DWT, DaaS, and Experience Management, in line with agreed scope and service boundaries.
• Ensure services are delivered according to contracted SLAs, OLAs, and KPIs, with a strong focus on service stability, user experience, and compliance.
• Proactively identify service risks, operational issues, and improvement opportunities, driving corrective and preventive actions.

Governance & Stakeholder Management

• Act as the primary operational point of contact for EUS services, supporting regular operational, tactical, and strategic governance forums.
• Provide transparent service reporting, including performance dashboards, SLA reviews, trend analysis, and risk registers.
• Coordinate effectively with retained teams, governance bodies, and other towers (e.g. Transversal, ITSM, Security) to ensure integrated service delivery.

ITSM & Process Management

• Ensure consistent application of ITIL processes (Incident, Request, Problem, Change, Knowledge) across all EUS components, leveraging ITSM platform as the system of record.
• Oversee major incident management within EUS scope, including coordination, communication, and post‑incident reviews.
• Drive problem management and root‑cause analysis to reduce recurring incidents and improve service quality.

Supplier & Integrated Delivery Management

• Manage and coordinate Capgemini delivery teams across multiple geographies, ensuring alignment with the global delivery model.
• Oversee interaction with third‑party vendors and partners involved in EUS delivery (e.g. OEMs, DaaS partners), ensuring performance and contractual compliance.
• Support the SIAM‑oriented operating model by ensuring clear roles, handovers, and accountability across providers

Continuous Improvement & Transition

• Lead continuous service improvement initiatives, including automation, self‑service, experience‑led operations, and innovation aligned with Capgemini’s EUS portfolio.
• Support transition and transformation activities, ensuring service readiness, knowledge completeness, and smooth handover into steady‑state operations

Key Competencies & Experience

• Strong experience in End User Services service delivery management within a large, multinational enterprise environment.
• Proven background in ITIL‑based service management, SLA governance, and customer‑facing delivery roles.
• Experience working within global delivery and SIAM‑oriented models, coordinating multiple teams and suppliers.
• Excellent stakeholder management, communication, and reporting skills, with the ability to operate across tactical and strategic levels.

WHAT YOU WILL LOVE ABOUT WORKING HERE

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion.

Make it real | www.capgemini.com