Senior Delivery Manager

Senior Delivery Manager

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Job Overview:

We are seeking a dynamic Service Delivery Manager with 10+ years of experience managing service operations across multiple locations (onshore, nearshore, and offshore). The ideal candidate will be results-driven with a proven track record in managing end-to-end service delivery, process improvements, and building strong client relationships. You will oversee the seamless execution of services, ensuring operational efficiency, quality delivery, and client success.

Key Responsibilities:

Oversee service delivery across multiple regions, driving operational excellence through process improvements and innovative solutions. Monitor KPIs to ensure service performance aligns with client expectations, optimizing efficiency and quality.

Act as the primary point of contact for clients, ensuring high satisfaction levels. Build strong relationships with both internal and external stakeholders, regularly engaging with clients for feedback, issue resolution, and continuous service enhancement.

Lead business planning, including RFPs, resource planning, and project transitions. Ensure smooth business setup and process migrations, supporting new client acquisition and service transitions for operational readiness.

Identify opportunities for process improvements and implement initiatives to enhance service delivery and client experience. Utilize data-driven insights to optimize operations and foster a culture of innovation.

Oversee team training and development, ensuring the team possesses the necessary skills for exceptional service delivery. Implement training programs that improve operational efficiency and customer experience, while conducting performance assessments to meet operational goals.

Ensure adherence to regulatory standards, company policies, contracts, and SLAs across all service operations. Monitor service delivery to ensure compliance with industry regulations.

Qualifications:

10+ years of experience managing service delivery operations, with expertise in multi-location service management.
Proven success in driving operational excellence, process improvements, and service innovation.
Strong client relationship management and stakeholder engagement skills.
Knowledge of regulatory compliance, process migrations, and training programs.
Familiarity with Agile methodologies and lean management principles.
Strong leadership skills with the ability to inspire and lead high-performing teams.
Excellent communication, problem-solving, and conflict resolution skills.

Experience & Background:

Previous experience as a Service Delivery Manager, Operations Manager, or in a similar role, with a focus on multi-location services.
Successful track record in managing large-scale service operations and business transitions.
Experience managing both internal teams and external vendors to achieve service excellence.
 

Preferred Skills:

Experience working with global clients and managing teams across different geographical locations.
Familiarity with the latest service management technologies and trends.
Strong business acumen to balance operational goals with client needs.

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