At Capgemini, we are looking for a Service Delivery Manager to ensure seamless IT operations and service excellence. This role is responsible for end-to-end service delivery oversight, coordinating between business stakeholders, technical teams, and offshore/onshore delivery units.
What You'll Do
- Oversee IT Service Management processes to ensure adherence to SLAs, KPIs, and operational standards.
- Monitor service performance, identify gaps, and lead corrective and preventive actions.
- Ensure compliance with organization-wide ITIL/ITSM policies, frameworks, and best practices.
- Drive a culture of accountability and service excellence across delivery teams.
- Serve as the primary onshore point of contact for business users, product owners, and leadership teams.
- Communicate proactively on service health, incidents, risks, and improvement initiatives.
- Build and maintain strong stakeholder relationships, aligning expectations across business and technology functions.
- Lead end-to-end coordination of major incidents, ensuring rapid triage and SME engagement.
- Govern root cause analysis (RCA), post incident reviews, and implementation of follow-up actions.
- Ensure timely and transparent communication during and after incidents to minimize business impact.
- Oversee daily operations for platform and application support teams across L1/L2/L3 tiers.
- Ensure timely ticket resolution, adherence to operational processes, and proactive service reliability.
- Partner with engineering, product, and architecture teams on platform stability, maintenance planning, and technical enhancements.
- Support modern, cloud-enabled operational environments.
- Produce and govern operational dashboards, service-level reporting, incident metrics, and trend analyses.
- Identify automation, optimization, and efficiency opportunities across support processes.
- Drive continuous improvement programs aligned with business priorities and service KPIs.
What We're Looking For
- 8–12 years of experience in IT operations, service management, or delivery oversight roles.
- Experience within the banking or financial services industry, with strong exposure to cards & payments.
- Cloud environment experience — AWS (primary), GCP or Azure (secondary).
- Strong experience in IT Service Management, with deep understanding of ITIL processes.
- Proven track record leading end-to-end service delivery in complex technology environments.
- Hands-on experience managing major incidents, conducting RCA, and driving resolution strategies.
- Experience coordinating onshore and offshore delivery teams.
- Strong analytical, communication, and stakeholder engagement skills.
- Experience overseeing platform and application support teams within high-availability, mission critical environments.
Nice to Have
- Experience with enterprise ITSM tools (ServiceNow, Jira preferred).
- Certifications such as ITIL v3/v4, PMP, CSM, or SAFe are a strong asset.
Technical Stack
- AWS
- GCP
- Azure
- ServiceNow
- Jira
Benefits & Compensation
- Compensation: $70,751 - $165,984 CAD
- Paid time off based on employee grade (A-F): 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
Work Mode
This is a hybrid position based in the GTA (Greater Toronto Area).
Capgemini is an equal opportunity employer. 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.
