Senior Service Delivery Manager

Senior Service Delivery Manager – Full‑time Capgemini is looking for a Senior Service Delivery Manager to join our team in a full‑time role. Key Responsibilities Responsibility for delivery of all projects in terms of meeting the defined SLAs, Vendor Management and 24x7 Operations Management Responsible for solutions, approach and delivery framework for existing projects and opportunities Oversees all project execution activities such as planning, costing, delivery, and post‑delivery review to ensure that the Delivery Unit functions as a Profit Center Ensures effective resource utilization across onsite and offshore including manpower allocation, bench management, monitoring talent pipeline and visa utilization, drive communication of organizational vision, company’s values, and unit‑level strategy through the group Responsible for Contribution Margin, Onsite‑offshore ratios, revenue growth, revenue recognition and leakage control, billing, and utilization in line with organizational goals. Responsible for contract management including SLAs, Terms and Conditions Responsible for overall delivery responsibility for an identified LOB, Budget performance, business alignment with organizational objectives, P&L responsibility, Solution & Pre‑sales support, Client Relationship management, New capability development, Responsible for smooth and Efficient Operations Required Skills 12+ years of applicable managerial or higher‑level experience 5+ years of work experience managing teams in supporting customers remotely in a technical environment 5+ years of work experience in managing delivery teams in a Technical Call Center, IT Help Desk, or equivalent technical support roles Good planning, design & execution skills Advanced experience with developing strong quality procedures, process & documentation methodology Manage multiple large‑scale projects simultaneously Well‑versed with Service Delivery, Service Support (ITIL framework / Foundation) Benefits Flexible work Healthcare including dental, vision, mental health, and well‑being programs Financial well‑being programs such as 401(k) and Employee Share Ownership Plan Paid time off and paid holidays Paid parental leave Family building benefits like adoption assistance, surrogacy, and cryopreservation Social well‑being benefits like subsidized back‑up child/elder care and tutoring Mentoring, coaching and learning programs Employee Resource Groups Disaster Relief Compensation The base compensation range for this role is: $72,800 – $169,470. Equal Opportunity Employer 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. Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini. Click the following link for more information on your rights as an Applicant: #J-18808-Ljbffr