SDM (German Speaker)

About Capgemini

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. The Group reported 2024 global revenues of €22.1 billion.

Role Description

The Service Delivery Manager (SDM) is responsible for ensuring the successful delivery of IT services and managed services operations in line with contractual commitments and client expectations. The role serves as the primary liaison between the customer and the delivery organization, driving operational excellence, service performance, customer satisfaction, and continuous improvement initiatives. The SDM provides leadership across service teams, manages governance processes, oversees service quality and financial performance, and ensures that services are delivered efficiently while meeting agreed SLAs and business objectives.

Responsibilities

• Own end-to-end service delivery, ensuring alignment with client contracts, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
• Act as the primary point of contact between the client and delivery organization, fostering strong relationships and ensuring customer satisfaction.
• Drive service excellence through effective governance, performance monitoring, and continuous service improvement initiatives.
• Manage operational risks, issues, escalations, and service quality to ensure seamless delivery and minimize business impact.
• Oversee service financials, including budgeting, forecasting, cost optimization, and commercial performance.
• Coordinate cross-functional delivery teams and stakeholders to ensure successful execution of service commitments.
• Prepare and present service reviews, operational reports, and performance updates to clients and senior management.
• Ensure compliance with organizational processes, contractual obligations, and industry best practices.
• Lead incident, problem, and change management reviews to improve service stability and customer experience.
• Identify opportunities for automation, innovation, and transformation to enhance service delivery efficiency.

Experience & Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• 6+ years of experience in Service Delivery Management, IT Operations, Managed Services, or Service Desk environments.
• Strong knowledge of ITSM frameworks, particularly ITIL best practices.
• Proven experience managing SLAs, KPIs, service governance frameworks, and continuous improvement programs.
• Strong client-facing experience with excellent stakeholder management and relationship-building skills.
• Financial and commercial acumen with experience in budget management, forecasting, and service profitability.
• Demonstrated leadership skills with the ability to manage and coordinate geographically distributed teams.
• Excellent communication, analytical, problem-solving, negotiation, and reporting skills.
• ITIL Foundation certification preferred; additional IT service management certifications are advantageous.
• Fluent German and English required; additional languages are considered a plus.