Senior Service Delivery Manager

Capgemini; Gurugram District; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Capgemini in Gurugram seeks an experienced Service Delivery Manager to own production support and service delivery for mission-critical data and application platforms. This role blends hands-on technical depth with people leadership to ensure platform stability and SLA performance.

You will lead incident management, RCA, automation initiatives, and cross-team collaboration with DevOps, software development, and product teams, while mentoring engineers and guiding hiring.

Qualifications

• 12+ years of experience leading production support / service delivery teams.
• Experience with incident and problem management, RCA, and permanent fixes.
• Strong leadership, mentoring, and hiring experience.

Responsibilities

• Oversee incident and problem management for high-priority outages and ensure root causes are addressed.
• Govern SLAs and KPIs, tracking response and resolution times for leadership reports.
• Lead 16/7 or rotating support schedules, mentor engineers, conduct performance reviews.
• Drive automation to replace manual tasks and enhance monitoring and self-healing capabilities.
• Collaborate with development, DevOps, and product teams for deployment readiness and stability feedback.

Skills

Big Data

Hadoop

Python

Java

Leadership

Tools

Splunk

DataStage

Job description

We are looking for an experienced Service Delivery Manager (SDM) to own production support and service delivery for mission-critical data and application platforms. Based in Gurugram, this role combines hands-on technical depth with strong people leadership, and is accountable for platform stability, SLA performance, and continuous improvement through automation.

Experience Required: 12+ years, with significant experience leading production support / service delivery teams.

Key Responsibilities

• Incident & Problem Management: Oversee resolution of high-priority (P1/P2) production outages, drive root cause analysis (RCA), and ensure permanent fixes are implemented.
• SLA & Metric Governance: Track and enforce Service Level Agreements (SLAs) for response and resolution times; report key performance indicators (KPIs) to leadership.
• People & Team Leadership: Manage 16/7 or rotational support schedules, mentor support engineers, conduct performance reviews, and handle hiring.
• Automation & Continuous Improvement: Replace manual tasks and recurring fixes with automation scripts, self-healing tools, and improved monitoring frameworks.
• Cross-Team Collaboration: Partner with core software development, DevOps, and product teams to review upcoming deployments, assess release readiness, and feed back stability pain points.

Technical Skills

• Good experience with modern Big Data technologies (Hadoop) and IBM DataStage.
• Hands-on experience with log analysis and monitoring tools (Splunk).
• Scripting and programming experience (Python, Java).

What We Offer

The opportunity to lead a high-impact support organisation for enterprise-scale data platforms, work with modern big data and automation tooling, and grow within a collaborative, engineering-driven environment.