Service Delivery Manager

Job Description

Service Managers covers the management of ongoing services to clients, ensuring that the service to the clients meets contractual requirements and service level agreements. Service Managers are also responsible for agreeing on service improvements together with the client, based on service delivery realization and deviation.

Roles and Responsibilites

• Manage Delivery of engagements in GADM portfolio to delivery best in class Services based on GADM Best Practices.
• Lead team to deliver high-quality ADM services as per SLA – KPIs and within budget.
• Identify opportunities for account expansion and growth by proposing solutions and services to clients.
• Provide strategic advice and guidance to Engagement Managers to help them maximize the value of Capgemini’s solutions.
• Manage engagement Financials including budget tracking, forecasting, and profitability analysis in EMonitoring and drive CIP
• Ensure high levels of customer satisfaction by addressing and resolving issues proactively.
• Stay updated on industry trends and Capgemini offerings to best serve clients.

Skills and Qualifications

• 15+ years of experience in IT services with direct client engagement for delivering Application Development and Management Services.
•  Proven track record of successfully managing large client engagements and cross-functional teams with good knowledge of EMonitoring.
• The ideal candidate will have experience in delivering services in different delivery models (Fixed Price AD, AMS, Package based transformations, Agile/ Dev-ops, etc), with different technologies (SAP, Oracle, Cloud, Digital, Custom Apps, etc.) and different industries
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving capabilities and ability to handle complex client challenges.
• Experience in business development, including identifying and growing opportunities within existing accounts.
• Proficient understanding of IT services, software development lifecycles, and delivery models.
• Ability to manage budgets, forecasts, and ensure financial targets are met.

Education:

Bachelor’s degree in Business, IT, Engineering, or related field (MBA preferred).