042798-VP – Service Delivery Management Lead CIoud Infrastructure Services


Who we

global leader in consulting, technology services and digital transformation,
Capgemini is at the forefront of innovation to address the entire breadth of
clients’ opportunities in the evolving world of cloud, digital and platforms.
Building on its strong 50-year heritage and deep industry-specific expertise,
Capgemini enables organizations to realize their business ambitions through an
array of services from strategy to operations. Capgemini is driven by the
conviction that the business value of technology comes from and through people.
It is a multicultural company of 200,000 team members in over
40 countries. The Group reported 2016 global revenues of EUR 12.5 billion.

us at www.capgemini.com

Within Capgemini, the Cloud Infrastructure Services (CIS) Global
Business Line (GBL)
provides leading solutions to large global customers
through an integrated global sales and delivery model. We are a global team of
committed professionals who advise, transform and run client IT services.
We help organizations meet their business goals by transforming and
managing their IT infrastructure landscape – leveraging innovations
notably in automation and the cloud.


The focus of your role within
Capgemini, what you do:

In order to drive
the growth agenda in CIS, we are looking to expand our team.

The Service Delivery Management (SDM) Leader covers the overall
management of ongoing services to clients for a portfolio of accounts. This
includes all service support and service management processes (in line with
ITIL/ASL definitions), plus others which are required for specific engagements.
You ensure that the service to the client meets contractual requirements and
service level agreements (SLAs). Based on service delivery realization and
deviation, the SDM agrees on service improvements together with the client. The
SDM capability includes the roles of Service Delivery Manager, Service
Management Consultant, Service Coordinator, Service Administrator plus Change,
Incident and Problem Managers; your role therefore covers resources responsible
for tasks from logging & progressing problems & incidents to managing
the quality and commercial success of a service to a client.


Quantifiable Measures for success include:

  • Revenue

  • Contribution

  • Forecasting

  • SLA

  • Customer

  • Employee
    Retention and Growth


    You operate in difficult, complex or political environments taking full
    responsibility for outcomes. You represent and promote the Group internally and
    externally. You develop strategic partnerships and strong relationships with
    internal and external clients and maximize benefit for all the parties. You
    generate creative and innovative perspectives using visionary application of
    technology and constantly look for improvement. You lead and build effective
    teams to meet business objectives and changing market requirements. You will
    also be visible in the market, interacting with clients daily while
    demonstrating leadership and serving as a role model to the account teams.

    More specifically, your responsibilities include:


  • Accountability for programme delivery across the Service Delivery
    Management Capability in North America, including financial and commercial performance,
    meeting the business plan, operational excellence, delivery performance and
    people management.

  • Ensure service delivery management resources successfully execute to
    agreed schedule, budget and scope

  • Ensure that staff perform the relevant service delivery management
    processes including: scope, cost, time, issue, risk, resource, communication,
    stakeholder management

  • Accountable for transformation and change management, both scope and
    financials within agreed tolerance

  • Manage communications with management and stakeholders

  • Manage the portfolio of Accounts with the SDM resources through
    management teams to enable continued and successful delivery to clients

  • Develop client relationships and proactively identify further service
    & project opportunities to grow business & revenue

  • Work in collaboration with the Account Executives to deliver improved
    customer satisfaction for the account.

  • Performs gate reviews and quality assurance reviews during pre-sales and
    delivery execution phases

  • Proactively promote the identification of risks and issues across the function
    and manages them

  • Identifies potential points of contention for missed deliverables;
    creates and implements strategy to mitigate shortfalls in timeline, budget and
    commercial implications with clients

  • Anticipates problems before they occur; defines the problem or risk;
    identifies possible causes; works across Service Delivery Management capability
    to identify solutions; selects and implements most appropriate solution

  • Own Demand management for the Service Delivery Manager resource pool
    within Managed Service NA and have overall ownership of the resourcing and
    capability needs and fulfilment

  • Ensure that Service Delivery Management capability is delivered cost
    effectively with appropriately skilled individuals

  • To initiate and own improvements in Service Delivery Management methods
    & capabilities.

  • Line management and career management of all Service Delivery Management
    staff. Manage an extended delivery team, driving delivery and applying a wide
    management capability including the setting of objectives.

  • Develop and learn from each project/service and enhance the quality of
    management capability and process by developing personal and team skills to the
    highest standard possible and through participation in and contribution to the
    development of the Service Delivery Management Community.


What we offer:

Your career matters to you and is
important to us too. Because your goals and needs are constantly evolving, we
offer visibility, leeway and support to help you grow and progress in your
career. This approach builds notably on our comprehensive competency framework, our personal development, training
and career management programs
, and our University innovative and business-focused learning curriculums.

promote a culture of diversity.
We believe working with talented individuals from different backgrounds and
points of view is a strategic advantage
and an ongoing opportunity. Diversity enriches our creative solutions and adds
value for our clients.

Our Shared values have been at the heart of the group
since our formation. They are honesty, boldness, trust, freedom, team spirit, modesty and fun. These values influence the way we
meet client needs while respecting the regulatory requirements of each country
in which we operate, and the way we promote ethically sound practices within
Capgemini and in our partnerships.




Local Fields (to be completed as required):



Major US City in
Central Standard Time Zone

Years of Experience


Reporting To

CIS NA Head of
Managed Service

Education Level

College Degree

Contract Type

Full Time Hire



Working Pattern

but must be flexible to the requirements of the job, client situations, and





Visit us at www.capgemini.com. People matter, results count.
As a part of the Technology Services Group, the Vice President will be responsible for selling and managing the delivery of large consulting engagements; owning business and account development activities; providing project management leadership; developing capabilities; new business development and contributing to the overall development of the practice.  The Vice President will analyze business issues and challenges across the engagement and work with the client to resolve issues and identify opportunities. The Vice President will develop business cases to support proposed change models and quantify business benefits. The Vice President will have demonstrated ability to lead and motivate large engagements and be able to mentor, develop and coach team members. The Vice President will carry specific yearly managed revenue and sales targets.

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. 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 accommodations do not pose an undue hardship.



Click the following link for more information on your rights as an Applicant : http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law




Posted on:

March 22, 2019

Experience level:


Education level:

Bachelor's Degree (±16 years)

Contract type:



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