About us

Capgemini is one of the world’s foremost providers of consulting, technology and outsourcing services.

Capgemini Business Services department is one of the first and the biggest outsourcing centers in Poland providing services in 30 different languages in the areas of: finance, accounting, banking, procurement, customer care and marketing services. Business Services employs over 4000 specialists in its offices located in Krakow and Katowice.

Position purpose

Senior Service Delivery Manager is responsible for revenue oriented, value creating Polish Delivery Leadership, Customer Satisfaction and Team’s competency growth.

Main accountabilities

Service Delivery:
• Ensures that Service Delivery develops ahead of Client’s expectations.
• Assigns priorities for operations and services delivered to the Client.
• Performs negotiations with the Client on project’s financials when required.
• Focuses on continuously developing business excellence.

Team Management:

  • Creates strong and effective teams motivated towards effective performance and objectives realization.
  • Cooperates closely with India delivery team
  • Encourages cooperation, teamwork and knowledge sharing.
  • Develops and shares talents
  • Is a walking example of how to develop individuals with coaching, delegating and constructive feedback practices.

Continuous Innovation:

  • Continually strives to innovate, simplify, standardize and improve processes across all delivery areas
  • Focuses on bringing client service practices to an “extra mile” level.
  • Ensures processes within the project are performed efficiently and improvements are being introduced

Contract Management and Budgetary control:

  • On the base of the contract manages the operational budget targets.
  • Negotiates new deals, extensions and ad-hoc service aspects.

Contribution to the Selling Process: 

  • Takes the opportunity to increase scope of services performed within the company by participation in selling process.
  • Cooperates with sales and transition team on most effective projects’ set-up for new deals. Advises on transition projects. Share “best practice” and experience with other project managers.
Candidate’s profile
  • Personal credibility and impactful leadership skills
  • Drive and the determination to guide each project to a successful completion
  • Understanding of Finance & Accounting area
  • Knowledge of Insurance industry will be an asset
  • Excellent track record in Service Delivery
  • High level customer service skills
  • Ability to perform well under pressure and work on multiple tasks in demanding, target-oriented environment
  • Advanced project management skills
  • Excellent English language skills (written and spoken)
  • Knowledge of Insurance industry will be an asset
What we offer
  • You will work in multinational, stable company for c.a. 100 Blue Chip Clients – known, global brands, supported by 6000 professionals in 30 languages.
  • You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen philosophy.
  • You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ACCA, Prince2, PMP). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.
  • You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.
  • You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program).
  • As a disabled person you will get professional support. We are open to provide assistive technologies for people with diverse disabilities. We care about inclusion and equal rights approach. We conduct disability awareness trainings. Join our Win with Capgemini Program for people with disabilities.


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