Service Delivery Manager

Role Name:

Service Delivery Manager

Location:

Toronto

Job Description Main Responsibilities

Lead endtoend delivery of AMS andor ERP engagements ensuring alignment with client expectations contractual obligations and Capgeminis delivery standards

Serve as the primary point of contact for senior client stakeholders fostering trusted relationships and ensuring proactive communication on delivery performance risks and opportunities

Drive continuous improvement across service delivery processes leveraging metrics automation and best practices to enhance efficiency and client satisfaction

Manage crossfunctional delivery teams including project managers consultants and technical specialists Establish governance frameworks and cadence for reporting escalation and decisionmaking

Oversee financial health of the portfolio including budgeting forecasting and cost optimization Identify and mitigate delivery risks through robust contingency planning

Ensure consistent application of delivery methodologies Agile Scrum Waterfall SDLC and adherence to Capgeminis internal controls compliance and quality standards

Must Have

10 years of IT delivery experience with at least 5 years in a leadership role managing largescale technology portfolios

Proven track record in managing AMS or ERP engagements preferably within the Microsoft Dynamics ecosystem

Experience in managing cloud infrastructure projects Azure preferred

Exceptional communication and stakeholder management skills including executivelevel reporting and negotiation

Strong financial acumen and experience with cost estimation budgeting and forecasting

Proficiency in MS Office tools Excel PowerPoint Project Visio

Ability to inspire and lead diverse teams across geographies

Strategic thinker with a handson approach to problemsolving and delivery execution

Nice to have

Project Management Professional PMIPMPPMIACP is required

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