SAP Engagement Manager

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

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

An exciting opportunity for experienced Engagement Manager with a strong track record of leading service delivery, managing stakeholder relationships, and ensuring successful outcomes across complex engagements.

In this role you will play a key role in:

• 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.

We offer:

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.