Engagement Manager

Capgemini; City of Melbourne; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid working

Learning & development

Total rewards

Peer recognition portal

Job summary

Capgemini in Melbourne is seeking an experienced Service Delivery Manager to oversee Managed Services delivery, ensure SLAs and KPIs are met, and lead end-to-end financial management, including forecasting and invoicing. You will govern services and manage client relationships to ensure seamless delivery.

The role requires 4–10 years in service delivery, strong ITIL knowledge, and a track record of delivering against SLAs.

Qualifications

• 4 to 10 years of demonstrated experience in Service Delivery Management.
• Strong expertise in ITIL-based service management principles and best practices.
• Proven track record of delivering services in accordance with SLAs and performance targets.
• Sound financial acumen with the ability to manage client and stakeholder relationships.
• Excellent communication, presentation, negotiation, and stakeholder engagement skills.
• Good understanding of the ADM lifecycle, managed services delivery, and transition frameworks, including DevOps, automation, industrialization, and AI-driven solutions.

Responsibilities

• Own and oversee Managed Services delivery, ensuring all SLAs, KPIs, and contractual commitments are met.
• Lead end-to-end financial management, including forecasting, actuals tracking, and invoicing.
• Lead service governance activities, deliver regular reporting, and identify and resolve risks and issues.
• Develop and present operational reports, providing insights into service performance metrics and client service levels.
• Build and strengthen relationships with key client stakeholders for seamless service delivery.
• Serve as primary escalation point for clients on service-related matters.
• Drive continuous improvement initiatives focusing on automation, operational efficiency, industrialization, and AI adoption.
• Identify and capitalize on growth opportunities through delivery excellence and value-driven client engagement.

Skills

ITIL service management

SLA/ KPI delivery

Financial forecasting & invoicing

Stakeholder engagement

Service governance

Automation & AI adoption

Delivery leadership

Tools

DevOps

ADM lifecycle

Job description

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 bya 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 organizationsunlock the value of technology and build a more sustainable, more inclusive world.

Your role

• Own and oversee Managed Services delivery, ensuring all SLAs, KPIs, and contractual commitments are consistently met.
• Take responsibility for end-to-end financial management, including forecasting, actuals tracking, and invoicing.
• Lead service governance activities, deliver regular reporting, and proactively identify and resolve risks and issues.
• Develop and present operational reports, providing insights into service performance metrics and client service levels.
• Build, maintain, and strengthen relationships with key client stakeholders to ensure seamless and effective service delivery.
• Serve as the primary escalation point for clients on service-related matters, ensuring timely resolution and stakeholder satisfaction.
• Drive continuous improvement initiatives, focusing on automation, operational efficiency, industrialization, and AI adoption.
• Identify and capitalize on growth opportunities through delivery excellence and value-driven client engagement.

Your profile

• 4 to 10 years of demonstrated experience in Service Delivery Management, commensurate with the role level and responsibilities.
• Strong expertise in ITIL-based service management principles and best practices.
• Proven track record of delivering services in accordance with agreed Service Level Agreements (SLAs) and performance targets.
• Sound financial acumen with the ability to effectively manage client and stakeholder relationships.
• Capable of managing multiple priorities simultaneously while performing effectively under pressure and meeting tight deadlines.
• Excellent communication, presentation, negotiation, and stakeholder engagement skills.
• Good understanding of the Application Development and Maintenance (ADM) lifecycle, managed services delivery, and transition frameworks, including DevOps, automation, industrialization, and AI-driven solutions.
• Engagement Management certification at the required organizational level is highly desirable.

What You’ll Love About Working Here

• You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
• We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’.
• We don’t just believe in inclusion we actively go out to making it a working reality. Driven by our core values and ‘Inclusive future for all’ campaign, we build environments where you can bring your whole self to work.

Remuneration for this role will be structured in accordance with applicable Modern Award requirements. Classification level and salary will be determined based on the successful candidate's experience and qualifications. Full statutory entitlements, including the standard Superannuation Guarantee, will apply.

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Make it real | www.capgemini.com