Service Delivery Manager - Telco

Job Details

Job title: Delivery Governance Leader
Location: Bangalore

Grade : E1/E2

Resposibilities

Capgemini is seeking a Director level executive .

The candidate should have a builder mindset; the firm seeks not only a strong leader who can articulate a vision, but one who can also drive execution of that vision in a very concrete manner that results in tangible business outcomes (bookings, contribution margin, revenue, market recognition).

The role demands a high level of autonomy; a strong appetite to drive change and overcome organizational complexity; and a high level of drive to build a business from its current strong foundations to a potential billion-scale business.

• Service Delivery Management

Oversee delivery of all contracted services, ensuring SLAs, KPIs, and compliance requirements are consistently met.
Serve as the primary escalation point for operational issues, ensuring timely resolution.
Conduct regular service reviews, performance reporting, and governance meetings with stakeholders.

• Client Relationship & Stakeholder Management

Build and maintain strong relationships with clients, business partners, and leadership teams.
Understand client expectations, business needs, and proactively propose improvements.
Manage communication during incidents, major outages, and change implementations.

• Operational Excellence & Quality Assurance

Monitor service performance metrics and lead root cause analysis for failures.
Drive corrective and preventive action plans (CAPA).
Ensure adherence to ITIL processes (Incident, Problem, Change, Asset & Configuration Management).

Additional Responsibilities include

• Team Leadership & People Management

Lead and mentor service delivery teams, providing guidance and performance feedback.
Ensure resource planning, workload distribution, and capability development.
Promote a culture of accountability, collaboration, and continuous learning.

• Continuous Improvement & Transformation

Identify opportunities to streamline processes, automate tasks, and improve efficiency.
Drive service transformation initiatives and implement industry best practices.
Participate in strategic planning for process optimization and service maturity.

• Compliance, Governance & Risk Management

Ensure contractual, security, and regulatory compliance across service lines.
Maintain documentation, audits, and governance frameworks.
Mitigate risks by implementing strong controls and monitoring mechanisms.

Ideal Candidate

He/She/They will have 16+ years of experience in managing and Orchestrating ADM Delivery with a strong programme management track record and demonstrated profitability, offshoring and bringing automation/ Gen AI adoption. A Bachelor’s degree is required.

This person is motivated to deliver high-quality work to drive customer satisfaction. They use their intellect, insight, and ability to build creative solutions with clients and colleagues while embracing a collaborative mindset. Key qualifications include:

• Strong customer orientation and drive offshore & onshore collaboration, decision making, problem solving, communication and presentation skills.
• Very good judgement skills and ability to shape compelling solutions and solve unstructured problems with assumptions
• Managing JAVA based application development and support.
• Very good collaboration skills and ability to interact with multi-cultural and multi-functional teams spread across geographies
• Ability to roll sleeves
• Strong executive presence and entrepreneurial spirit
• Superb leadership and team building skills with ability to build consensus and achieve goals through collaboration rather than direct line authority