Service Delivery Manager

Job Title :- Service Delivery Manager

Location :- Mumbai / Pune / Bangalore

Experience :- 13-16 years

Notice Period :- 0-30 days

Choosing Capgemini means choosing a place where you'll be empowered to shape your career, supported by a collaborative global community, and inspired to deliver excellence in IT operations and client engagement.

Your Role

As a RUN Engagement Manager, you will be responsible for managing application support engagements by applying ITIL standards, ensuring service delivery excellence, and actively managing client expectations through defined SLAs.

In this role, you will:

• Manage RUN engagements by applying ITIL best practices across service management processes
• Ensure delivery of all RUN scope activities including Incident, Problem, Change, and Environment Management
• Manage client expectations through SLA adherence and proactive communication
• Drive quality KPIs through corrective and preventive maintenance activities
• Lead Root Cause Analysis (RCA) and ensure resolution implementation
• Monitor and minimize production backlogs and ensure timely issue closure
• Ensure adherence to Knowledge Management (KM) processes for effective service delivery
• Work across Application Management areas, including Digital Technologies (Salesforce, Digital Commerce, Content, BPM, Java, Angular)
• Collaborate with stakeholders to maintain service stability and continuous improvement

Your Profile

• Strong experience in Application Management / RUN support engagements
• Good understanding of ITIL framework and service management processes
• Hands-on experience in managing digital technology platforms (Salesforce, Java, Angular, BPM, etc.)
• Expertise in incident handling, RCA, and backlog management
• Strong stakeholder and client management skills
• Good knowledge of Knowledge Management practices

Additional Skills

• Strong capabilities in project planning, resource budgeting/forecasting, and estimations
• Excellent stakeholder management and communication skills
• Ability to drive continuous improvement and operational efficiency

What you'll love about working here

• Opportunity to lead critical RUN engagements and drive service excellence
• Exposure to modern digital technology ecosystems
• Collaborative and growth-driven work environment

About Capgemini

Capgemini 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 2024 global revenues of €22.1 billion. Capgemini in India comprises nearly 235,000 team members working across 13 locations: Bangalore, Bhubaneswar, Chennai, Coimbatore, Gandhinagar, Gurugram, Hyderabad, Kolkata, Mumbai, Noida, Pune, Salem, and Tiruchirappalli. Make It Real | www.capgemini.com/in-en