Service Delivery Management

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Job Description

Service Delivery Management

Own end-to-end IT service delivery across applications, infrastructure, and platforms.
Ensure compliance with agreed SLAs, OLAs (Operational Level Agreements), and KPIs.
Establish and continuously improve service delivery frameworks aligned with ITIL best practices.
Monitor service performance, identify trends, and implement corrective actions to enhance service quality.

Stakeholder Management

Serve as the primary point of contact for business stakeholders regarding IT services.
Build strong relationships with senior leadership, business units, and external partners.
Communicate service performance, risks, and improvement plans through regular governance forums.
Translate business requirements into actionable IT service strategies.

Incident, Problem & Change Management

Oversee major incident management, ensuring timely resolution and effective communication.
Drive root cause analysis (RCA) and problem management to prevent recurring issues.
Ensure robust change management practices to minimize service disruptions.
Lead post-incident reviews and implement continuous improvement initiatives.

Team Leadership & Resource Management

Lead and mentor service delivery teams, including onshore and offshore resources.
Ensure proper resource allocation and optimize team performance.
Foster a culture of accountability, continuous learning, and customer-centricity.
Manage performance evaluations, training plans, and career development initiatives.

Vendor & Contract Management

Manage third-party vendors and service providers to ensure contractual obligations are met.
Conduct regular vendor performance reviews and enforce SLA compliance.
Negotiate contracts, renewals, and service improvements.
Ensure seamless integration of vendor services into the IT ecosystem.

Service Transition & Transformation

Oversee the transition of new services into production environments.
Support digital transformation initiatives, automation, and process optimization efforts.
Identify opportunities to enhance service delivery through innovation and technology adoption.
Ensure knowledge transfer and documentation for smooth service operations.

Risk & Compliance Management

Identify, assess, and mitigate operational and service delivery risks.
Ensure compliance with organizational policies, security standards, and regulatory requirements.
Participate in audits and ensure remediation of identified gaps.

Reporting & Governance

Develop and present dashboards, reports, and metrics on service performance.
Conduct regular service reviews and governance meetings.
Track and report on continuous service improvement initiatives.
Provide executive-level insights into service health and delivery performance.

Experience in Insurance domain is a plus, preferably benefits provider
Experience in Microsoft D365 Services, Sales modules

Job Description - Grade Specific

Is highly respected, experienced and trusted. Masters all phases of the software development lifecycle and applies innovation and industrialization. Shows a clear dedication and commitment to business objectives and responsibilities and to the group as a whole. Operates with no supervision in highly complex environments and takes responsibility for a substantial aspect of Capgeminis activity. Is able to manage difficult and complex situations calmly and professionally. Considers ˜the bigger picture when making decisions and demonstrates a clear understanding of commercial and negotiating principles in less easy situations. Focuses on developing long term partnerships with clients. Demonstrates leadership that balances business, technical and people objectives. Plays a significant part in the recruitment and development of people.

The base compensation range for this role in the posted location is 115000 - 130000

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.  We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. 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 accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States.  

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.