Service Delivery Manager

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, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Role Summary:

Service Delivery Manager will function as the bridge between BAU team and designated Clients & Function as the Single Point of Contact (SPOC) and will ensure delivery of services as per agreed contractual KPIs

Key Responsibilities:

• Proactive Service Management - Continuously monitor, refine, and optimize service delivery processes to anticipate risks and implement preventive solutions.
• Incident & Ticket Reduction Initiatives - Drive automation and process enhancements to minimize recurring incidents, improve resolution time, and reduce overall ticket volume.
• Collaboration with Internal CoE - Partner with the Center of Excellence (CoE) to implement Generative AI, Agentic AI, and Automation, optimizing workflows and enhancing service efficiency.
• Client Relationship & Satisfaction - Strengthen client relationships by ensuring exceptional service delivery, addressing concerns proactively, and enhancing customer experience.
• Performance Monitoring & Insights - Analyze service trends, track key performance indicators (KPIs), and generate actionable insights to improve operational excellence.
• RFP Contributions & Strategic Planning - Support Request for Proposal (RFP) processes by providing expert insights, defining service strategies, and aligning delivery models with client needs.
• Team & Vendor Coordination - Collaborate with internal teams and external vendors to streamline operations, enhance service capabilities, and drive innovation in service delivery.
• Continuous Innovation & Process Improvement - Stay ahead of industry trends, leverage emerging technologies, and drive ongoing enhancements to improve service delivery models

Requirements:

• Review existing processes and recommend continuous improvements / streamlining through Value adds & initiatives.
• Temenos transact knowledge is mandatory.
• Actively monitor outstanding tickets and enhancements logged under allocated clients.
• Prioritize open tickets for analysis based on client's feedback & Prioritize tickets in Maintenance and ensure delivery as per SLA.
• Follow-up with client for any additional information required for logical closure of ticket.
• Liaise with Client and Account/Project Managers to understand different milestones like UAT, Upgrade, go-Live etc., and keep department informed.
• Provide constant updates over conference calls or through e-mail.
• Communicate about re-schedule in the delivery of fixes, if any.
• Mentor support managers in specific regions and also take care of Top Tier clients. Function as Support Account Manager for specific clients meeting
• Ensure and Maintain High Satisfaction rating from clients
• Periodic Status reporting to both internal and client stakeholders
• Experience in working on RFPs and SOWs is preferred

Skills & Experience

• Candidates with a BE/B Tech degree, possessing 5 to 7 years of experience in core banking product support, 3 to 5 years of project management experience, and an overall experience of 8 to 12 years, suitable for the role of Service Delivery Manager.
• Knowledge in Temenos Transact is preferred
• Client facing experience
• Excellent relationship building and communication skills
• Well Versed in excel and project management plans, presentation skills
• Working Knowledge in tracking reports and manage Metrics, Revenue vs Cost management
• Industry Awareness in terms of leading practices.
• Understanding Customer pain points and knowledge on how to achieve customer satisfaction

Capgemini Offers:

Our company culture is based on 7 shared values. Honesty and trust allow collaboration; team spirit and modesty sustain it; and the resulting creative freedom and boldness lead to quality results –especially when infused with a sense of fun In addition to an interesting remuneration package, we offer you a professional and international work environment where you will work on major projects. We provide you with intense professional development and stretch you as much as needed to put your skills into action, learn and progress.