Job Description

Service Delivery Management

Own end-to-end IT service delivery across applications, infrastructure, and platforms.
Ensure compliance with agreed SLAs, OLAs (Operational Level Agreements), and KPIs.
Establish and continuously improve service delivery frameworks aligned with ITIL best practices.
Monitor service performance, identify trends, and implement corrective actions to enhance service quality.

Stakeholder Management

Serve as the primary point of contact for business stakeholders regarding IT services.
Build strong relationships with senior leadership, business units, and external partners.
Communicate service performance, risks, and improvement plans through regular governance forums.
Translate business requirements into actionable IT service strategies.

Incident, Problem & Change Management

Oversee major incident management, ensuring timely resolution and effective communication.
Drive root cause analysis (RCA) and problem management to prevent recurring issues.
Ensure robust change management practices to minimize service disruptions.
Lead post-incident reviews and implement continuous improvement initiatives.

Team Leadership & Resource Management

Lead and mentor service delivery teams, including onshore and offshore resources.
Ensure proper resource allocation and optimize team performance.
Foster a culture of accountability, continuous learning, and customer-centricity.
Manage performance evaluations, training plans, and career development initiatives.

Vendor & Contract Management

Manage third-party vendors and service providers to ensure contractual obligations are met.
Conduct regular vendor performance reviews and enforce SLA compliance.
Negotiate contracts, renewals, and service improvements.
Ensure seamless integration of vendor services into the IT ecosystem.

Service Transition & Transformation

Oversee the transition of new services into production environments.
Support digital transformation initiatives, automation, and process optimization efforts.
Identify opportunities to enhance service delivery through innovation and technology adoption.
Ensure knowledge transfer and documentation for smooth service operations.

Risk & Compliance Management

Identify, assess, and mitigate operational and service delivery risks.
Ensure compliance with organizational policies, security standards, and regulatory requirements.
Participate in audits and ensure remediation of identified gaps.

Reporting & Governance

Develop and present dashboards, reports, and metrics on service performance.
Conduct regular service reviews and governance meetings.
Track and report on continuous service improvement initiatives.
Provide executive-level insights into service health and delivery performance.

Experience in Insurance domain is a plus, preferably benefits provider
Experience in Microsoft D365 Services, Sales modules

Job Description - Grade Specific

Is highly respected, experienced and trusted. Masters all phases of the software development lifecycle and applies innovation and industrialization. Shows a clear dedication and commitment to business objectives and responsibilities and to the group as a whole. Operates with no supervision in highly complex environments and takes responsibility for a substantial aspect of Capgeminis activity. Is able to manage difficult and complex situations calmly and professionally. Considers ~the bigger picture when making decisions and demonstrates a clear understanding of commercial and negotiating principles in less easy situations. Focuses on developing long term partnerships with clients. Demonstrates leadership that balances business, technical and people objectives. Plays a significant part in the recruitment and development of people.

The base compensation range for this role in the posted location is 115000 - 130000

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