SAP Engagement Lead - Hybrid, Growth & Value Delivery

Capgemini; Sydney; Hybrid; AUD 140,000 - 200,000; Full time

Job summary

Capgemini is seeking an experienced Engagement Manager to lead service delivery for complex client engagements in Sydney. You will own and oversee Managed Services, manage SLAs and KPIs, and drive end-to-end financial governance including forecasting and invoicing.

You will lead governance activities, deliver regular performance reports, build strong client relationships, and act as the main escalation point.

Qualifications

• 4 to 10 years of experience in Service Delivery Management.
• Strong ITIL-based service management principles and best practices.
• Proven track record delivering services to SLAs and performance targets.
• Sound financial acumen with ability to manage client and stakeholder relationships.
• Ability to manage multiple priorities under pressure and meet deadlines.
• Excellent communication, presentation, negotiation and stakeholder engagement skills.
• Good understanding of 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.

Responsibilities

• Own and oversee Managed Services delivery, ensuring SLAs, KPIs, and contractual commitments are met.
• Take responsibility for end-to-end financial management, including forecasting, actuals tracking, and invoicing.
• Lead service governance activities, deliver regular reporting, and identify 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.

Skills

ITIL

Service delivery

Stakeholder management

Forecasting

Financial acumen

DevOps

Automation

AI adoption

Job description

Capgemini is seeking an experienced Engagement Manager to lead service delivery for complex client engagements in Sydney. You will own and oversee Managed Services, manage SLAs and KPIs, and drive end-to-end financial governance including forecasting and invoicing.

You will lead governance activities, deliver regular performance reports, build strong client relationships, and act as the main escalation point.