Service Delivery Manager (SDM)

Capgemini • Chicago, IL

2d • Hybrid

About The Position

The Service Delivery Manager (SDM) is responsible for end-to-end service delivery, operational excellence, and client satisfaction across a complex application and platform landscape. The role owns SLA performance, governance, financial management, risk mitigation, and continuous improvement for business-critical enterprise and engineering R&D systems, while acting as the primary interface between delivery teams and client stakeholders.

Requirements

• 12+ years of enterprise application delivery experience, including 5+ years in Service Delivery or Delivery Manager roles.
• Strong hands-on experience managing PLM and/or MES ADM/AMS engagements in regulated environments.
• Deep knowledge of PLM platforms (Dassault ENOVIA/3DEXPERIENCE, Teamcenter, Windchill) and MES systems.
• Solid understanding of PLM–MES–ERP integrations and enterprise application landscapes.
• Experience with ITIL processes, ServiceNow/JIRA, and delivery governance frameworks.
• Ability to lead global onshore–offshore teams with strong client-facing communication and escalation skills.
• Exposure to technologies such as Veeva, Boomi, Java full stack, Python, .NET, Databricks, and Power BI.
• Bachelor’s degree in engineering, Computer Science, or equivalent

Nice To Haves

• ITIL Foundation / Intermediate and any PLM/MES platform certification is a plus.

Responsibilities

• Own end-to-end ADM delivery for PLM (3DEXPERIENCE), MES, and regulated compliance applications.
• Ensure SLA, KPI, and service quality compliance across L1/L2/L3 support operations.
• Lead ITIL-aligned incident, problem, and change management with a focus on stability and defect reduction.
• Oversee PLM–MES–ERP integration stability, enhancements, fixes, and release deployments.
• Ensure audit readiness, regulatory compliance (GxP, SOX, ISO), and adherence to validation and quality standards.
• Act as the single point of contact for ADM service governance, client engagement, and stakeholder management.
• Drive governance cadence, financial tracking, automation, productivity improvement, and continuous service optimization.

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