Job Title : Service Delivery Manager

Location: Bangalore

Experience: 14+yrs


Managing Engagements with a total team size of around 25 resources

– Ensure Delivery Effectiveness & Excellence.

– Manage the SLA targets and work with the team to trouble-shoot any areas where targets are in danger of being breached.

– Workload Planning for Service as well as Projects

– Manage Communication & Escalation

– Manage Risks & Issues

– Third Party Management

– Process Implementation/Adherence/Continuous Improvement – Regular Month end reporting (MSR and RAG)

– Measure various metrics (process, tools, client satisfaction etc.) – Drive the Service Improvements.

– Invoicing, ICA – Improving the Contribution Margin – Maintaining and Improving Pyramid Structure – Ensure expectations and goals are set properly with team and work with stakeholders to find the right fit.

– Manage Staffing, Team Building, Forecasting, Training, Certifications


Self Development of others, working in a team, leadership, fostering a learning culture, involvement in professional forums, participating in organization initiative , professional behavior & attitude, behavior impacting delivery effectiveness


Technical requirement

  • Plays an interface role between Account manager and Delivery Centres –that provide the different services to the client.


  • Experienced Senior IT manager with a proven track record in outsourcing environment, bachelor’s degree;


  • Experience delivery of customer services to Client requirements and satisfaction, Service Level Agreements and performing to Capgemini Management standards;


  • Be able to perform contractual analysis, management and change according to ITIL and Capgemini standards; • Proven track record of successful project implementations;


  • Ability to balance customer satisfaction / demands to maintain customer satisfaction with the level of support the customer has contracted with Capgemini;


  • Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided;


  • Excellent delegation skills, negotiation skills and strong people management skills;


  • Excellent customer relations skills to understand client/client representatives concerns and requirements;


  • Ability to travel at least 40-50%. General • Oversees day-to-day operations to ensure contractual commitments are met for the areas managed by the SSDL or other SDMs


  • Proactively manages teams providing services in scope, directly or with assistance of line managers and has two managers directly reporting to them (this will be dependent on the contract, a staff of 30 on-shore resources);



  • Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction;


  • Becomes a point of escalation for customer/delivery issues and for service towers regarding client issues / opportunities / contractual obligations;


  • Works closely with Account Manager/SSDM to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses. Service Delivery



  • Reviews SSDLs recommendations for delivery targets appropriateness and liaises with Capgemini management/Client representatives to address issues or concerns;


  • Monitors SLA achievement and CSIP
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