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Capgemini

Global consulting, technology services, outsourcing

Managing Service Delivery Manager

Implementation & Technical Account ManagementPosted on Nov 12
Full-timeNewark, NJ, USAIn-person

About the Job

Requirements

  • At least 8 years of experience in IT services, consulting, or managed services.
  • At least 3 years of experience in service delivery management.
  • Strong understanding of Information Technology Infrastructure Library (ITIL) processes and service management frameworks.
  • Experience managing multiple projects and client engagements.
  • Ability to handle stakeholders at various levels.
  • Strong project management and risk management skills.
  • Experience with resource management and workforce planning.

Responsibilities

  • Manage end-to-end service delivery for assigned accounts and projects.
  • Ensure adherence to service-level agreements, key performance indicators, and contractual commitments.
  • Drive operational excellence and continuous service improvement initiatives.
  • Monitor project health, risks, dependencies, and escalations.
  • Ensure timely and high-quality delivery of services.
  • Act as the primary point of contact for client delivery-related matters.
  • Build and maintain relationships with client stakeholders.
  • Conduct regular governance meetings and service reviews.
  • Address and resolve customer concerns and escalations proactively.
  • Support customer satisfaction and account growth.
  • Manage resource planning, allocation, and utilization.
  • Lead cross-functional and geographically distributed teams.
  • Support recruitment, onboarding, and workforce planning activities.
  • Mentor team members and drive performance management initiatives.
  • Foster a culture of collaboration and accountability.
  • Track project revenue, margins, and profitability.
  • Manage budgeting, forecasting, and cost optimization.
  • Ensure accurate invoicing and revenue recognition.
  • Support business growth through demand planning and resource forecasting.
  • Identify delivery risks and implement mitigation plans.
  • Ensure compliance with organizational and client policies.
  • Support audits, security requirements, and governance processes.
  • Monitor adherence to quality standards and best practices.

Desired Qualifications

  • Experience in insurance, banking, healthcare, or financial services domains.
  • Knowledge of Agile, Scrum, and Waterfall methodologies.
  • Experience with managed services engagements.
  • Familiarity with ServiceNow, Jira, Microsoft Project, or similar tools.
  • ITIL Foundation or Intermediate certification.
  • PMP, PRINCE2, or Scrum certifications.

About the Company

Capgemini

Global consulting, technology services, outsourcing

Capgemini provides consulting, technology services, and outsourcing to help organizations transform digitally. Its offerings include strategy and transformation consulting, system integration, application development, IT infrastructure management, and managed IT operations. It differentiates itself with a global presence in over 50 countries and a focus on applying AI, cloud, and cybersecurity to real business problems. Its goal is to help clients navigate digital transformation and improve efficiency and innovation through tailored, contract-based or managed services.

Company size
10,001+
Company stage
IPO
Headquarters
Paris, France
Founded
1967

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