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About the Role

The Service Delivery Manager/Director serves as the senior interface between the client and the Service Delivery Operations teams delivering IT infrastructure services. This role carries director-level accountability for contract performance, financial management, service excellence, client satisfaction, operational governance, and growth within the account. The Service Delivery Manager/Director provides strategic leadership across service delivery, acts as the executive point of contact for delivery issues, and drives alignment across operations, commercial teams, legal, and client stakeholders to ensure contractual commitments are achieved while expanding business value.

Responsibilities

Lead the day-to-day and strategic client relationship to maintain a high level of satisfaction, trust, and long-term account stability.
Serve as the senior escalation point for client issues, delivery challenges, contractual concerns, and service improvement opportunities across towers.
Partner with the Client Partner, Client Delivery Partner, Operations, and regional leadership to define and execute the client relationship strategy, with a focus on service excellence, cost optimization, and business growth.
Collaborate with legal, commercial, and operational stakeholders on contract matters, change requests, risk management, and governance decisions.
Provide leadership across operational teams to track service performance, resolve issues, remove barriers, and ensure timely execution of corrective actions.
Contribute to solutioning, governance stage gates, and client-facing discussions by applying strong commercial, service delivery, and executive communication skills.
Monitor SLA performance and continuous service improvement outcomes, identify risks and negative trends, and direct implementation of recovery plans with operational leads.
Oversee service improvement planning and the contract change process to maintain contractual consistency, delivery alignment, and governance discipline.
Anticipate and influence customer demand for services, ensuring delivery organizations are positioned with the right capabilities and capacity to meet business needs.
Partner with operations to drive cost containment, delivery efficiency, and sustainable service performance across the account.
Ensure service processes, documentation, and governance practices align with ITIL principles, client requirements, and operational standards.
Assess the quality and consistency of deliverables produced by service teams, including reports, reviews, and project outputs, to maintain a high standard of execution.
Provide leadership, feedback, and coaching to improve execution quality, strengthen accountability, and prevent recurring issues.
Act as the leadership escalation point for client complaints, service issues, and delivery concerns, ensuring timely resolution and executive visibility where needed.
Own customer satisfaction outcomes for the services in scope and lead improvement actions to strengthen the client experience.
Own account growth and deliver against revenue and margin commitments.
Direct financial controls including billing, work in progress, accounts receivable, and forecasting discipline.
Manage the financial cycle across invoicing, cost management, and financial governance.
Develop account financials in collaboration with account leadership and operational leads, including monthly delivery reviews and client reporting submissions.
Forecast revenue and cost performance across assigned project codes and ensure financial visibility for leadership decision-making.
Ensure strong cost control and margin management across the assigned portfolio.
Lead demand management across the account, shaping and aligning customer needs with organizational capacity, service priorities, and delivery readiness.
Ensure projects and services are delivered in line with contractual obligations, service levels, and target contribution margins.
Manage patterns of business activity and user demand profiles, translating changes in business operations into delivery planning, service design, portfolio decisions, and continuous improvement actions.
Oversee measurement, reporting, and analysis processes to ensure service commitments and contractual obligations are met.
Ensure accurate and timely delivery of recurring management reports for clients and internal stakeholders, and lead review discussions where applicable.
Review performance summaries, trend analysis, and root cause reporting to ensure completeness, contractual alignment, and actionable insight before client delivery.
Provide executive-level service performance reporting to client leadership and internal management as required.
Provide meaningful leadership input into the development of contractual schedules and service level agreements aligned to service line strategy and client expectations.
Build and maintain strong working relationships with internal Capgemini stakeholders and client representatives across geographies and functions.
Identify, shape, and support pursuit of business opportunities within the existing client landscape to expand account value.
Recognize commercial opportunities, support negotiations, and engage confidently with client executives on service performance, strategy, transformation priorities, and business issues.

Requirements

ITIL V3 Foundation

Skills

Leadership Infrastructure
Engagement Management

Location

Toronto, Canada

Work Type

Onsite

Experience Level

Director-level

Salary/Compensations

CAD 143,629 - CAD 236,600

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

About the Company

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.

Equal Opportunity

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace.
Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.
We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment.
All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position.
Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed.
Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship.
Capgemini is committed to providing reasonable accommodation during our recruitment process.
If you need assistance or accommodation, please reach out to your recruiting contact.
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law