RUN Service Delivery Manager

Capgemini; Pune District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Capgemini Engineering is seeking an experienced Service Delivery Manager to own end-to-end IT operations, ensuring stable delivery and SLA compliance across complex environments.

You will lead major incidents, drive root cause analysis, and coordinate cross-functional teams to optimize service delivery and governance reporting.

Qualifications

• 12-14 years of experience in IT service management or related roles.
• ITIL knowledge with emphasis on incident, problem, change, service continuity and SLAs; certification preferred.

Responsibilities

• Own end-to-end service operations, ensuring stable delivery and SLA compliance.
• Lead major incidents, drive root cause analysis and post-incident reviews.
• Act as primary escalation point for clients and stakeholders with governance and reporting.
• Monitor KPIs, service health, risks, compliance and drive continuous improvement.
• Coordinate application, infrastructure and support teams for seamless operations.

Skills

12-14 years exp

ITIL & ITSM

IT Operations (8-12 yrs)

Incident & Escalation Mgmt

Stakeholder Management

ITSM tools & dashboards

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 worlds 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.

Your Role

• Service Delivery Management Own end-to-end service operations, ensuring stable delivery, SLA compliance, and high service availability.
• Incident & Problem Management Lead major incidents, drive root cause analysis, problem resolution, post-incident reviews, and preventive actions.
• Stakeholder Management Act as the primary escalation point for clients and stakeholders, providing governance, communication, and service reporting.
• perational Governance Monitor KPIs, service health, operational risks, compliance, and drive continuous service improvement initiatives.
• Team & Delivery Coordination Coordinate application, infrastructure, and support teams to ensure seamless operations and effective workload management.

Your Profile

• Overall Experience in 12-14 Years Needed.
• IT Service Management (ITIL) Strong knowledge of Incident, Problem, Change, Service Continuity, and SLA management; ITIL certification preferred.
• Service Delivery & Operations 8 12 years of experience in IT Operations, Service Delivery, Production Support, or Application Support environments.
• Incident & Escalation Management Proven experience handling critical incidents, major incident management, root cause analysis, and service restoration.
• Stakeholder & Communication Skills Strong client-facing experience, escalation management, reporting, governance presentations, and customer relationship management.
• Monitoring & Reporting Tools Hands-on exposure to ITSM/ticketing tools, service monitoring platforms, KPI dashboards, operational reporting, and trend analysis.

What you'll love about working here