Principal It Service Delivery Director

Capgemini

Lead IT infrastructure service delivery for Capgemini in an onsite Toronto role, directing client relationships, governance, and operational performance.This director-level position serves as the senior interface between clients and Service Delivery Operations teams. You will partner with Client Partners, Client Delivery Partners, operations, commercial teams, legal stakeholders, and client executives. The work spans contract performance, financial management, service excellence, client satisfaction, risk management, and account growth.Key Responsibilities:
Lead strategic client relationships and executive issue escalationsMonitor SLA performance and direct recovery plansOversee contract changes, governance, and service improvement planningManage billing, forecasting, margins, and cost controlsIdentify organic growth opportunities within existing accountsRequirements:
Leadership experience in infrastructure service deliveryEngagement management experienceITIL V3 Foundation certificationStrong commercial and executive communication skillsAbility to manage contractual and financial performanceDirect Capgemini service delivery through ITIL governance, financial ownership, executive communication, and continuous improvement in Toronto.
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