This recruiter is online.

This is your chance to shine!

Apply Now

029063-OS Level 8 – Service Delivery Manager

Specific Responsibilities:

- The Service Delivery Manager undertakes both commercial and service delivery management of one or more large on-site deals for Outsourcing.   

- The Service Delivery Manager manages the teams of project, sustainment and service leaders, coordinators and technicians to ensure delivery is to budget, to specification, on time, and to customer satisfaction.

- The Service Delivery Manager actively manages the relationship with the client covering all the commercial, risk and opportunity development aspects of the services provided.  

- The Service Delivery Manager has accountability for the client satisfaction, will conduct  negotiations with the clients for new, add-on and existing services to ensure commercial viability and realistic expectation setting.

- The Service Delivery Manager acts as an escalation point for the customer and works with Senior Service Managers from Outsourcing service lines to ensure that service provision meets both SLAs and expectations.  

- The Service Delivery Manager manages any delivery units including the people and services delivered, ensuring the services are consistently and efficiently provided, using best practices to be of an appropriate quality to meet contractual obligations and that all targets are met.   

- The Service Delivery Manager will show clear dedication and commitment to individual business objectives and responsibility to the group as a whole.  

- The Service Delivery Manager will actively promote the group’s image capability and resources to the external environment.   

- The Service Delivery Manager will generate innovative solutions for delivering services and introduce new tools and technology to support this.  

- The Service Delivery Manager works with the Account Management team to support targeted account growth and with the Finance Controller on P&L management and improvement. 

- The Service Delivery Manager works with the Account Management team to support targeted account growth and with the Finance Controller on P&L management and improvement.  

 Education: University degree in Computer Science, Engineering or related studies.            

Work Experience:

  • Experience with full  project  delivery life cycles.
  • Experience managing long term outsourcing arrangements managing a clients SAP System.
  • Experience with delivering client value & service excellence.
  • Excellent written and verbal communication skills.
  • Excellent analytical & problem solving skills.
  • Proven strong commercial management skills commensurate with role.
  • Experience setting and managing client expectations; taking control of difficult situations to gain client respect.
  • Experience developing long term partnerships with internal/external clients and building trust to negotiate contracts and key recommendations.
  • Proven ability to motivate a team and encouragement / assistance developing the team.
  • Experience presenting clear, concise well structured arguments to support an opinion.
  • Proven ability to drive projects and initiatives from conception through implementation while improving processes and best practices.
  • Experience networking with colleagues across the group and maximizing contacts to full benefit.
  • Experience working in unionized environment    

Technical Knowledge and Skills:

  • Experience in managing delivery teams of various sizes and scope in a matrix environment (may include staff, consultants, and vendors)
  • Ability to form, build and manage effective teams and hold teams accountable for results.
  • Sound knowledge of finance and project cost-accounting principles and practices with demonstrated experience with managing project budgets.
  • Strong experience with and knowledge of Microsoft Office, SAP CRM, SharePoint, VISIO and Microsoft Project, Strong understanding of ITIL and CMM.
  • Well-developed people management skills sufficient to oversee a professional services group.
  • Prior management  of  unionized staff  is not  mandatory  but is desired
  • Proven leadership, coaching and resource management skills sufficient to lead and motivate a workforce faced with significant change.
  • Solid impact and influencing skills, including organizational  navigation skills suited to a fast-paced changing environment.
  • Excellent written and oral communication and presentation skills.
  • Excellent conflict resolution and negotiation skills.
  • Ability to build and maintain productive and collaborative working relationships with internal/external stakeholders.
  • Business Process knowledge with a view to continuous process improvement.
  • Knowledge or experience of the Utilities Sector and/or government (e.g., Business case, RFP) is an asset.

About Capgemini

With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017.

A global leader in consulting, technology and outsourcing services, the Group reported 2016 global revenues of EUR 12.5 billion (about $13.8 billion USD at 2016 average rate).
Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness.

A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.
Learn more about us at
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed.

Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.


As part of the Capgemini Technology Services Group, this person will be responsible for the full systems lifecycle from requirements gathering through implementation of data analysis solutions.

This person will work closely with our clients and must demonstrate professional knowledge to ensure that the work products and deliverables are of the highest caliber to ensure client satisfaction.

This person will also apply subject matter expertise to identify, develop, and implement techniques to improve engagement productivity, increase efficiencies, mitigate risks, resolve issues, and optimize cost savings and efficiencies for each client.

Click the following link for more information on your rights as an Applicant:

Read more


Level of education



In progress

Work experience (years)


Written languages


Spoken languages