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This is an onsite role based in Miami, FL.
The 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
- Serve as the primary senior interface between client leadership and service delivery teams for IT infrastructure services.
- Drive end-to-end service delivery, ensuring SLA adherence, service excellence, and contractual compliance.
- Own account financials, including revenue, margin, billing, forecasting, and cost optimization.
- Act as the executive escalation point for delivery issues, risks, and client concerns, ensuring timely resolution.
- Partner with Client Partner and Delivery leadership to strengthen client relationships and drive account growth.
- Lead service governance, reporting, and performance reviews, ensuring accuracy and actionable insights.
- Oversee continuous service improvement initiatives, ensuring alignment with ITIL and client expectations.
- Manage demand planning and delivery capacity, aligning resources with evolving client needs.
- Identify and drive organic growth opportunities, supporting proposals, renewals, and expanded services.
- Build strong stakeholder relationships and establish trusted advisor status with client executives, supporting long-term account success.
- Critical success factors : (broadly lined up around the core themes of: relationship, delivery ownership, growth, profitability)
- Focused, proactive client engagement to ensure a trusted partner relationship.
- Effective transition of Services to Capgemini for core Infrastructure capabilities, as well as coordinating and integrating into the total Capgemini delivery at client.
- Using the baselining period of the Managed Services contract to set in place an effectively operating Infrastructure service, while settling on the baseline volumetrics for the service and establishing service levels baselines.
- Ensuring the account, through the base services and growth is meeting and exceeding the revenue and margin targets established in the managed services contract.
- Leadership Infrastructure
- Financial Management
- ITIL V3 Foundation
The base compensation range for this role in the posted location is: $118,218 - $270,050.
Capgemini 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.
The 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.
These 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.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In 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.
Capgemini 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:
- Paid 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
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
Important 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.
Disclaimers
Capgemini 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.
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 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.
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.
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.
