Job Description

The Role

Job Overview: The Service Delivery Management Lead is responsible for ensuring the seamless delivery of services to clients or internal stakeholders, ensuring service levels are met, and driving continuous improvements. This role involves managing a team of service delivery managers, coordinating with operational teams, and maintaining strong client relationships. The ideal candidate has experience in ITIL-based frameworks, excellent leadership skills, and a passion for customer satisfaction. Key Responsibilities: Service Delivery Oversight: o Oversee the end-to-end delivery of services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). o Ensure timely resolution of incidents, requests, and escalations. Team Management: o Lead and mentor a team of service delivery managers and other service personnel. o Allocate resources effectively and ensure the team is equipped with tools and knowledge for success. Client and Stakeholder Engagement: o Act as a primary point of contact for clients or stakeholders, ensuring clear communication and alignment on expectations. o Conduct regular service reviews, providing updates on performance, risks, and improvement initiatives. Service Improvement and Innovation: o Identify opportunities for continuous improvement in service delivery processes and operations. o Lead root-cause analysis for recurring issues and implement preventive measures. o Stay current with industry trends and recommend new tools or practices to enhance service delivery. Risk and Compliance Management: o Monitor risks and ensure compliance with contractual obligations and organizational policies. o Collaborate with the legal, finance, and security teams to manage risks effectively. Reporting and Performance Management: o Provide regular performance reports to senior management, highlighting achievements, challenges, and areas for improvement. o Track team and service performance against benchmarks to ensure continuous alignment with business objectives.



Requirements

• Education: Bachelor's degree in IT, Business Administration, or a related field (Master's preferred). o Experience: 7+ years of experience in service delivery, project management, or operations, with at least 3 years in a leadership role. Experience working with or within government entities is a plus. o Certifications: ITIL, PMP, or other relevant certifications are highly desirable. Skills & Competencies: o Strong leadership and team management abilities. o Excellent communication and interpersonal skills. o Solid understanding of ITIL or similar service management frameworks. o Proven experience managing client relationships and service improvement initiatives. o Analytical mindset with strong problem-solving skills. o Ability to work under pressure and manage multiple priorities effectively. o Arabic knowledge is a plus


About the company

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 350,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of 22 billion.