{"id":1905757,"url":"https://alion.io/job/capgemini-senior-service-delivery-manager-2","title":"Senior 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":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Diegem, Belgium"],"countries":["BE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":59000,"max_usd":152000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1088},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-05T12:42:26Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-24T15:36:53Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"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.\nRole Overview\nThe EUS Service Delivery Manager (SDM) is the primary accountable role for the end-to-end delivery, governance, and continuous improvement of End User Services. The SDM ensures operational excellence, SLA adherence, effective supplier coordination while acting as the key operational interface between the client stakeholders, Capgemini delivery teams, and third-party providers.\nKey Responsibilities\nService Delivery & Operations\nOwn and manage day-to-day delivery of all in-scope EUS services, including Service Desk, Onsite & Domain Support, DWS/DWT, DaaS, and Experience Management, in line with agreed scope and service boundaries.\nEnsure services are delivered according to contracted SLAs, OLAs, and KPIs, with a strong focus on service stability, user experience, and compliance.\nProactively identify service risks, operational issues, and improvement opportunities, driving corrective and preventive actions.\nGovernance & Stakeholder Management\nAct as the primary operational point of contact for EUS services, supporting regular operational, tactical, and strategic governance forums.\nProvide transparent service reporting, including performance dashboards, SLA reviews, trend analysis, and risk registers.\nCoordinate effectively with retained teams, governance bodies, and other towers (e.g. Transversal, ITSM, Security) to ensure integrated service delivery.\nITSM & Process Management\nEnsure consistent application of ITIL processes (Incident, Request, Problem, Change, Knowledge) across all EUS components, leveraging ITSM platform as the system of record.\nOversee major incident management within EUS scope, including coordination, communication, and post-incident reviews.\nDrive problem management and root-cause analysis to reduce recurring incidents and improve service quality.\nSupplier & Integrated Delivery Management\nManage and coordinate Capgemini delivery teams across multiple geographies, ensuring alignment with the global delivery model.\nOversee interaction with third-party vendors and partners involved in EUS delivery (e.g. OEMs, DaaS partners), ensuring performance and contractual compliance.\nSupport the SIAM-oriented operating model by ensuring clear roles, handovers, and accountability across providers\nContinuous Improvement & Transition\nLead continuous service improvement initiatives, including automation, self-service, experience-led operations, and innovation aligned with Capgemini’s EUS portfolio.\nSupport transition and transformation activities, ensuring service readiness, knowledge completeness, and smooth handover into steady-state operations\nKey Competencies & Experience\nStrong experience in End User Services service delivery management within a large, multinational enterprise environment.\nProven background in ITIL-based service management, SLA governance, and customer-facing delivery roles.\nExperience working within global delivery and SIAM-oriented models, coordinating multiple teams and suppliers.\nExcellent stakeholder management, communication, and reporting skills, with the ability to operate across tactical and strategic levels.\nWHAT YOU WILL LOVE ABOUT WORKING HERE\nScale & Impact: Lead engagements with significant budgets, international teams, and strategic business impact.\nCareer Growth: Progress through Capgemini’s Engagement Management Certification, from Foundation to elite levels like Club d’Expert.\nLearning & Development: Access to dedicated Engagement Manager Curriculum, executive-level training, and personalized learning via our digital platforms; learn the best and latest work we are developing in Gen AI and Business AI.\nCommunity & Support: Join a global network of 15,000+ Engagement Managers, with local meetups, global events, and peer mentoring.\nFlexibility & Balance: Hybrid working policies allow you to manage your time and your work base effectively.\nCapgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion.\nMake it real | www.capgemini.com","description_format":"text","description_chars":4907,"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":["Hybrid work"],"hiring_locations":[{"name":"Belgium","iso":"BE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Systems Integrators","Management Consulting","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-10-05T12:51:38Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.58,"p_room":0.9,"age_days":18,"expected_fill_days":28,"reasons":["conf:3","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/capgemini-senior-service-delivery-manager-2","json_url":"https://alion.io/job/capgemini-senior-service-delivery-manager-2.json","meta":{"generated_at":"2026-10-24T16:45:52Z","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":24285,"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-senior-service-delivery-manager-2"},{"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-senior-service-delivery-manager-2"},{"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-senior-service-delivery-manager-2"},{"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-senior-service-delivery-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcapgemini-senior-service-delivery-manager-2"}]}