RUN Service Delivery Manager

Capgemini; Maharashtra; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Capgemini Engineering seeks a seasoned leader to own end-to-end Run Service Delivery for custom application support environments, ensuring stability and SLA/KPI adherence. You will drive incident/problem management, stakeholder communications, and governance reporting while guiding large teams to operational excellence.

The role emphasizes production support, ITIL practices, and continuous improvement with an emphasis on automation and scalable service delivery.

Qualifications

• Experience in Application Management and Run Operations with production support focus.
• ITIL Service Management across Incident, Problem, Change, SLA, and Service Continuity.
• Strong leadership and people-management of large teams.
• Proven governance and reporting with SLA/KPI tracking and dashboards.

Responsibilities

• Own end-to-end Run Service Delivery for custom application support environments, ensuring stable day-to-day operations and adherence to SLAs/KPIs.
• Lead Incident, Problem, and Escalation Management, driving root cause analysis and permanent fixes.
• Manage stakeholders and client communications, providing service governance and escalation management.
• Drive operational excellence and continuous improvement, identifying trends and automation opportunities.
• Lead large Run/Application Management teams (50-60 members) coordinating across teams.

Skills

ADM/AM Run ops

ITIL framework

Leadership

Governance reporting

Stakeholder mgmt

Job description

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 mostinnovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as theyprovide 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 arethe same.

Your Role

• Own end-to-end Run Service Delivery for custom application support environments, ensuring stable day-to-day operations and adherence to SLAs/KPIs.
• Lead Incident, Problem, and Escalation Management, driving root cause analysis, post-incident reviews, and permanent fixes.
• Manage stakeholders and client communications, providing service governance, performance reporting, and escalation management.
• Drive operational excellence and continuous improvement, identifying trends, risks, automation opportunities, and service enhancements.
• Lead large Run/Application Management teams (50-60 members), coordinating across application, infrastructure, and support teams to ensure operational readiness.

Your Profile

• Overall Experience Required is only 12-18 years only needed.
• Application Management (ADM/AM) & Run Operations experience with strong focus on production support and service delivery.
• Custom Application Support Background in Java/.Net environments (candidate should not be primarily from SAP, Oracle, Salesforce, or other packaged application ecosystems).
• ITIL Service Management Expertise across Incident, Problem, Change, SLA, and Service Continuity Management.
• Leadership & People Management experience managing large teams (50-60+ members) and handling customer escalations.
• Service Governance & Reporting with strong experience in SLA/KPI tracking, operational dashboards, stakeholder management, and continuous improvement initiatives.

What You'll Love About Working Here

• You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
• You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
• At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.