Principal Delivery Executive - Service Delivery Manager

Capgemini • Tampa, FL

2d • Onsite

About The Position

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.

Requirements

• Leadership
• Infrastructure
• Financial Management
• ITIL V3 Foundation

Responsibilities

• 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.
• 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.

Benefits

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed