Service Delivery Manager (Fixed Term)

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.

Role Summary

The Service Delivery Manager will take full ownership of a multi technology AMS engagement (serving client’s APAC region) - responsible for stabilizing delivery across SAP, Salesforce, ServiceNow, Mulesoft, and multi‑country operations. The role will act as the single onshore leadership point to counter micromanagement pressures, drive governance discipline, enforce ITIL‑aligned processes, restore client confidence, and ensure commercial protection for Capgemini. This leader will bridge the offshore team (~70–80 FTE across India, SG, MY, VN, ID, PH) with demanding on‑site stakeholders, ensuring predictable outcomes, transparent communication, and a resilient operational model.

Key Responsibilities

Client & Stakeholder Management

• Serve as the primary onshore face to client leadership and AMS governance teams.
• Manage a client environment with high levels of micromanagement, establishing boundaries, resetting expectations, and enforcing governance.
• Drive weekly, monthly, and quarterly leadership connections (restoring cadence)
• Lead negotiations on SLA interpretation, priority conflicts (P1–P4), and classification debates (incident vs service request), which have previously caused escalations.
• Advise client on realistic timelines and operational constraints, pushing back respectfully but firmly to prevent uncontrolled scope creep.

Operations, Delivery & ITIL Governance

• Own end‑to‑end AMS operations across 13+ countries and 1100+ monthly tickets with SLA targets of 97%+ resolution and 99%+ response as baseline expectations.
• Enforce “No ticket, no work” discipline to eliminate leakage and unbilled work historically a critical issue.
• Implement strict ITIL processes for Incident, Problem, Change, Service Request handling; ensure clarity between ticket types (a current gap) & Improve problem ticket aging 
• Drive new onboarding, build to run handover and quality gates, documentation, knowledge base development, and handover discipline.

Resource Stability & Team Leadership

• Address persistent resource attrition cycles and ensure knowledge retention across SAP/CRM/Integration towers.
• Evaluate and empower stream leads who currently lack ownership or escalation management skills.
• Coordinate colocation plans for offshore teams (Bangalore/Pune/Hyderabad hubs) to improve collaboration efficiency.
• Mentor team leads to reduced escalations due to human errors, data integrity gaps, and inconsistent ways of working.

Commercial & Financial Management

• Secure commercial discipline by ensuring proper effort categorization (bug fix vs enhancement
• Monitor operational overrun risks and take preventive actions on CMI deviations.
• Ensure accuracy of PTD/ETC/EAC across complex multi‑tower AMS operations.
• Drive clarity on CR delivery, coordinating with the team to avoid revenue leakage and protect margins.

Governance, Reporting & Communications

• Establish a clear governance framework across onshore/offshore teams, addressing current inconsistencies.
• Drive standard reporting on SLA, backlog, root causes, ticket trends, capacity vs demand, aging, and quality metrics.
• Ensure alignment with client business partners and internal Capgemini leadership
• Prepare and lead operational reviews, watchlist updates, escalations, and improvement plans.

Required Skills & Experience

Client Handling & Leadership

• 12–18 years of AMS/SAP/Salesforce/Enterprise IT experience, including at least 5 years in Service Delivery Manager or Engagement Lead roles.
• Strong presence to push back on client micromanagement, enforce governance, and hold boundaries under pressure.
• Proven ability to manage large multi‑country AMS setups.

Technical & Process Knowledge

• Solid understanding of SAP ECC/S4, BW, Salesforce, ServiceNow, and Mulesoft (awareness-level acceptable but must lead cross‑tower coordination).
• Strong ITIL background, with preferred certification.
• Experience handling multi‑tower ticketing ecosystems with high ticket volumes.

Commercial & Financial Acumen

• Must be able to manage revenue, margin, DVI/CMI, and contractual levers.
• Experience addressing unbilled work, effort leakage, and mismatches between effort classification and billing.

Soft Skills

• High emotional intelligence; ability to stabilize tense client relationships.
• Strong conflict management, negotiation, and expectation‑setting.
• Ability to coach, correct, and elevate offshore leads without creating friction.

Travel Requirements

Primarily Singapore‑based, with travel to client offices in Singapore and regional hubs as needed for workshops, leadership connects, escalations, or recovery plans.

Let's talk about what's in it for you!

Passionate people are Capgemini's Ace of Spades - join us to discover a career that will challenge, support and inspire you. Working at Capgemini you'll find the rewards are more than just financial. You will work alongside some very smart and inspiring people on exciting projects and you will also enjoy incredible benefits. We offer flexible work practices and 40 hours of self-development every year with a huge selection of learning opportunities to choose from.

As "Architects of Positive Futures", Capgemini actively supports the community in 3 ways:

Diversity and Inclusion - we believe diversity of thought fuels excellence and innovation, which is why we positively encourage applications from suitably qualified candidates regardless of their gender identity, ethnicity, sexual orientation, religion, ability, intersex status or age. To support our commitment to diversity and inclusion, we celebrate special events and days of significance that are important to our employees such as Diwali, Bastille Day, Pride, IDAHOBIT, IWD and International Day of People with Disabilities. Our Employee Resource Groups Women@Capgemini and OutFront support the grassroots passion of employees to drive our diversity agenda and effect change.

Digital inclusion - at Capgemini we are using our skills to drive social impact initiatives focusing on helping society address the impact of the digital and automation revolution. We also provide employees with opportunities to give back to the community through charity projects and volunteer days.

Environmental Sustainability - Capgemini joined the CDP's (Carbon Disclosure Project) prestigious "A list" for its commitment to the Net-Zero economy. We are focusing on helping our clients transform towards more sustainable business models and committing to reduce our own carbon emissions (GHG) by 20% per employee by 2020.

Recognised by Ethisphere as one of the World's Most Ethical Companies for the last 8 years in a row, ethics and values are at the heart of Capgemini's corporate culture and business. Embedded in our DNA, our seven values - Honesty, Boldness, Trust, Team Spirit, Freedom, Fun and Modesty - have remained the same since company inception in 1967. To see how we bring these values to life, click here to listen to some of our employee’s stories.

Come join us, bring your whole self to work, create new possibilities for you, your customers and your community and help us to be Architects of Positive Futures.