Managing Service Delivery Manager

Capgemini; Newark (NJ); On-site; USD 134,000 - 211,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision coverage

Retirement savings plans

Life and disability insurance

Employee assistance programs

Job summary

Capgemini is seeking a Managing Service Delivery Manager in Newark, NJ to oversee end-to-end service delivery for assigned accounts and projects. You will ensure adherence to SLAs, KPIs, and contractual commitments while driving operational excellence and continuous service improvement.

Lead governance, manage stakeholder relationships, and coordinate cross-functional teams to deliver high-quality services and support account growth. A strong ITIL background and solid leadership are required.

Qualifications

• 8 years of IT services or managed services experience.
• 3 years in service delivery management.
• Strong ITIL knowledge and service management framework.
• Experience leading multiple projects and client engagements.
• Excellent communication, negotiation, and leadership skills.
• Experience with resource management and workforce planning.

Responsibilities

• Manage end-to-end service delivery for assigned accounts and projects.
• Ensure adherence to SLAs, KPIs, and contractual commitments.
• Drive operational excellence and continuous service improvement.
• Monitor project health, risks, dependencies, and escalations.
• Ensure timely and high-quality delivery of services.
• Lead governance meetings and service reviews.
• Grow customer satisfaction and account expansion.

Skills

ITIL processes

Stakeholder management

Project management

Risk management

Communication & leadership

Resource planning

Multi-project management

Client engagements

Tools

ServiceNow

Jira

MS Project

Job description

Managing Service Delivery Manager

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.

Location

Location: Newark, NJ

Job Description

Service Delivery Management

Manage endtoend service delivery for assigned accounts and projects

Ensure adherence to SLAs KPIs and contractual commitments

Drive operational excellence and continuous service improvement initiatives

Monitor project health risks dependencies and escalations

Ensure timely and highquality delivery of services

Client Stakeholder Management

Act as the primary point of contact for client deliveryrelated matters

Build and maintain strong relationships with client stakeholders

Conduct regular governance meetings and service reviews

Address and resolve customer concerns and escalations proactively

Ensure high customer satisfaction and account growth

Resource Team Management

Manage resource planning allocation and utilization

Lead crossfunctional and geographically distributed teams

Support recruitment onboarding and workforce planning activities

Mentor team members and drive performance management initiatives

Foster a culture of collaboration and accountability

Financial Management

Track project revenue margins and profitability

Manage budgeting forecasting and cost optimization

Ensure accurate invoicing and revenue recognition

Support business growth through demand planning and resource forecasting

Risk Compliance Management

Identify delivery risks and implement mitigation plans

Ensure compliance with organizational and client policies

Support audits security requirements and governance processes

Monitor adherence to quality standards and best practices

Required Skills

8 years of experience in IT Services Consulting or Managed Services

3 years of experience in Service Delivery Management

Strong understanding of ITIL processes and service management frameworks

Experience managing multiple projects and client engagements

Proven ability to handle stakeholders at various levels

Strong project management and risk management skills

Excellent communication negotiation and leadership abilities

Experience with resource management and workforce planning

Preferred Skills

Experience in Insurance Banking Healthcare or Financial Services domains

Knowledge of Agile Scrum and Waterfall methodologies

Experience with Managed Services engagements

Familiarity with ServiceNow Jira MS Project or similar tools

ITIL FoundationIntermediate Certification

PMP Prince2 or Scrum certifications are an advantage

The base compensation range for this role in the posted location is: $134400 - 211320/per annum.

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees.

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave




• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)




• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)




• Life and disability insurance




• Employee assistance programs




• Other benefits as provided by local policy and eligibility

Important Notice

Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

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.