Service Delivery Manager

About The Job You’Re Considering

This is a high-impact leadership role supporting Capgemini's client, focused on driving continuous improvement and automation across application support services. The position requires close collaboration with client partners and other vendors in a co-managed environment.

Location: Greenville, Sc (At Least Three Days Per Week, Per Client Expectations)

Your Role

• Lead a large-scale support engagement with 80+ team members, ensuring consistent delivery and performance.
• Partner with client’s service managers and Capgemini support leads in a co-managed support landscape.
• Drive ticket reduction and touchless automation strategies to improve operational efficiency.
• Manage and optimize an environment handling 2000+ tickets per month, using data-driven insights.
• Develop and execute transformation plans aligned with SLAs and client goals.
• Ensure adherence to ITIL best practices, challenging and guiding the customer where necessary.
• Utilize ServiceNow or similar ITSM tools to analyze trends, identify improvement areas, and steer team performance.
• Present updates and strategic plans to C-level and director-level stakeholders with clarity and polish.

Your Skills And Experience

• Proven experience in Service Management, including ITIL and Continuous Improvement frameworks.
• Strong communication and presentation skills, with the ability to influence senior leadership.
• Demonstrated success in automation initiatives and ticket volume reduction.
• Experience in managing SLAs and delivering measurable improvements in service delivery.

Life At Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini

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. The Group reported 2024 global revenues of €22.1 billion.

Get the future you want | www.capgemini.com

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging inclusion 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.

Capgemini is committed to providing reasonable accommodations 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.

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

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.