{"id":2970816,"url":"https://alion.io/job/capgemini-principal-service-delivery-manager","title":"Principal Service Delivery Manager","company":{"id":145,"name":"Capgemini","domain":"capgemini.com","url":"https://alion.io/company/capgemini","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":80,"open_postings":1797,"ghost_share":0.001,"stale_share":0.792,"repost_share":0.009,"time_to_fill_p50_days":28,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":69000,"max_usd":136000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":26},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-20T14:39:33Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-24T11:42:50Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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 by a 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 organizations unlock the value of technology and build a more sustainable, more inclusive world.\nLocation\nThis is a full time role based in Toronto, CA.\nAbout The Job You're Considering\nThe Service Delivery Manager/Director serves as the senior interface between the client and the Service Delivery Operations teams delivering IT infrastructure services. The Service Delivery Manager/Director works closely with the Client Partner and Client Delivery Partner to deliver to the client and grow the account. This role carries director-level accountability for contract performance, financial management, service excellence, client satisfaction, operational governance, and growth within the account. The Service Delivery Manager/Director provides strategic leadership across service delivery, acts as the executive point of contact for delivery issues, and drives alignment across operations, commercial teams, legal, and client stakeholders to ensure contractual commitments are achieved while expanding business value. This role also oversees internal and external reporting, cost optimization, risk and escalation management, and identification of organic growth opportunities at defined contribution margins.\nYour Role\nKey Performance Indicators\nContractual compliance and service delivery performance\nAccount financial performance, including revenue, margin, billing, and cost control\nOrganic growth, bookings, and expansion within existing accounts\nClient satisfaction, executive stakeholder confidence, and customer referencability\nGeneral Leadership\nLead the day-to-day and strategic client relationship to maintain a high level of satisfaction, trust, and long-term account stability.\nServe as the senior escalation point for client issues, delivery challenges, contractual concerns, and service improvement opportunities across towers.\nPartner with the Client Partner, Client Delivery Partner, Operations, and regional leadership to define and execute the client relationship strategy, with a focus on service excellence, cost optimization, and business growth.\nCollaborate with legal, commercial, and operational stakeholders on contract matters, change requests, risk management, and governance decisions.\nProvide leadership across operational teams to track service performance, resolve issues, remove barriers, and ensure timely execution of corrective actions.\nContribute to solutioning, governance stage gates, and client-facing discussions by applying strong commercial, service delivery, and executive communication skills.\nService Delivery Leadership\nMonitor SLA performance and continuous service improvement outcomes, identify risks and negative trends, and direct implementation of recovery plans with operational leads.\nOversee service improvement planning and the contract change process to maintain contractual consistency, delivery alignment, and governance discipline.\nAnticipate and influence customer demand for services, ensuring delivery organizations are positioned with the right capabilities and capacity to meet business needs.\nPartner with operations to drive cost containment, delivery efficiency, and sustainable service performance across the account.\nService Quality and Continuous Improvement\nEnsure service processes, documentation, and governance practices align with ITIL principles, client requirements, and operational standards.\nAssess the quality and consistency of deliverables produced by service teams, including reports, reviews, and project outputs, to maintain a high standard of execution.\nProvide leadership, feedback, and coaching to improve execution quality, strengthen accountability, and prevent recurring issues.\nAct as the leadership escalation point for client complaints, service issues, and delivery concerns, ensuring timely resolution and executive visibility where needed.\nOwn customer satisfaction outcomes for the services in scope and lead improvement actions to strengthen the client experience.\nKey Responsibilities\nFinancial Management and Commercial Ownership\nOwn account growth and deliver against revenue and margin commitments.\nDirect financial controls including billing, work in progress, accounts receivable, and forecasting discipline.\nManage the financial cycle across invoicing, cost management, and financial governance.\nDevelop account financials in collaboration with account leadership and operational leads, including monthly delivery reviews and client reporting submissions.\nForecast revenue and cost performance across assigned project codes and ensure financial visibility for leadership decision-making.\nEnsure strong cost control and margin management across the assigned portfolio.\nService Demand and Capacity Planning\nLead demand management across the account, shaping and aligning customer needs with organizational capacity, service priorities, and delivery readiness.\nEnsure projects and services are delivered in line with contractual obligations, service levels, and target contribution margins.\nManage patterns of business activity and user demand profiles, translating changes in business operations into delivery planning, service design, portfolio decisions, and continuous improvement actions.\nPerformance Reporting and Governance\nOversee measurement, reporting, and analysis processes to ensure service commitments and contractual obligations are met.\nEnsure accurate and timely delivery of recurring management reports for clients and internal stakeholders, and lead review discussions where applicable.\nReview performance summaries, trend analysis, and root cause reporting to ensure completeness, contractual alignment, and actionable insight before client delivery.\nProvide executive-level service performance reporting to client leadership and internal management as required.\nClient Relationship Management and Business Development\nProvide meaningful leadership input into the development of contractual schedules and service level agreements aligned to service line strategy and client expectations.\nBuild and maintain strong working relationships with internal Capgemini stakeholders and client representatives across geographies and functions.\nIdentify, shape, and support pursuit of business opportunities within the existing client landscape to expand account value.\nRecognize commercial opportunities, support negotiations, and engage confidently with client executives on service performance, strategy, transformation priorities, and business issues.\nYour Skills And Experience\nLeadership Infrastructure\nEngagement Management\nCertifications\nITIL V3 Foundation\nThe base compensation range for this role in the posted location is: CAD 143,629 - CAD 236,600.\nCapgemini 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.\nThe 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.\nThese 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.\nIt is not typical for candidates to be hired at or near the top of the posted compensation range.\nIn 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.\nCapgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:\nPaid 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\nMedical, dental, and vision coverage (or provincial healthcare coordination in Canada)\nRetirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)\nLife and disability insurance\nEmployee assistance programs\nOther benefits as provided by local policy and eligibility\nImportant 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.\nDisclaimers\nCapgemini 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.\nThis 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.\nPlease 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.\nClick the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law\nCapgemini 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.","description_format":"text","description_chars":11745,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Growth opportunities","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Systems Integrators","Management Consulting","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-10-21T02:14:52Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"evidence":"Positions approved through LMIA in 12 months: 11","filings_12m":11,"filings_prev_12m":10,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Talent Stream; High Wage","cap_exempt":false,"checked_at":"2026-10-03T21:10:52+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":1}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":3,"expected_fill_days":28,"reasons":["conf:3","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/capgemini-principal-service-delivery-manager","json_url":"https://alion.io/job/capgemini-principal-service-delivery-manager.json","meta":{"generated_at":"2026-10-24T14:00:35Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20230,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":145},"rest":"https://alion.io/mcp/rest/get_company?id=145"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcapgemini-principal-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcapgemini-principal-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcapgemini-principal-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/capgemini-principal-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcapgemini-principal-service-delivery-manager"}]}