Senior Service Delivery Manager

Capgemini • Bridgewater, NJ

5d • Onsite

About The Position

The Service Delivery Manager is responsible for managing the daily operations and consulting with the client on new opportunities to expand business processing and leverage data. We are seeking a results-driven professional with the maturity and communication skills to manage commercial data warehousing and business insights reporting. Establish, implement, and govern operational processes and procedures to consistently meet contractual commitments and performance standards.

Requirements

• Proven experience managing operations with measurable KPIs and performance metrics.
• Demonstrated success in leading and developing global, cross-functional teams.
• Strong client relationship management skills with a track record of negotiating positive outcomes.
• Bachelor’s degree required; Master’s degree preferred.
• 5–10 years of experience in the pharmaceutical consulting or services industry.
• Hands-on experience with data analysis, reporting, and analytics.
• Experience working with commercial or specialty pharmaceutical data (e.g., utilization, pricing, specialty distribution).
• Familiarity with AWS or Azure cloud environments, including cloud-ready data technologies and architecture.
• Experience in commercial data warehousing and business insights.

Responsibilities

• Ensure adherence to operational schedules, timelines, and delivery SLAs.
• Manage budgets effectively and implement adjustments to achieve or exceed contribution margin targets.
• Act as the primary point of contact for clients regarding operational performance, issue escalation, and new project requests.
• Manage client expectations through clear communication, regular status updates, and timely issue resolution.
• Develop and execute a comprehensive communication plan, including status reporting, internal updates, and client review sessions.
• Lead and manage a global team responsible for data analysis, data aggregation, reporting, and operational support.
• Oversee day-to-day business and technical aspects of client projects to ensure high-quality deliverables and successful outcomes.
• Monitor team performance and ensure alignment with company initiatives, methodologies, and best practices.
• Identify opportunities to enhance operational efficiency, expand services, and deliver additional client value.
• Collaborate with internal stakeholders to drive innovation and implement process improvements.
• Guide the adoption of modern data technologies and cloud-ready solutions.

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 (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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior