Service Delivery Manager
Capgemini
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Role Overview
The Onshore Delivery Manager is responsible for end to end service delivery oversight across IT operations, ensuring seamless coordination between business stakeholders, technical teams, and offshore/onshore delivery units. This role leads ITSM governance, major incident handling, SLA adherence, and continuous improvement initiatives to enhance service reliability and overall customer experience. The ideal candidate brings strong delivery management expertise within the banking industry, with domain exposure to cards and payments, and experience supporting modern cloud-based environments.
Key Responsibilities
1. ITSM Ownership & SLA Governance
• 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.
2. Business Communication & Stakeholder Management
• 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.
3. Major Incident Management & Triage Coordination
• 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.
4. Platform & Application Support Oversight
• 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.
5. Reporting, Analytics & Continuous Improvement
• 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.
Required Skills & Experience
• 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.
Preferred Skills
• Experience with enterprise ITSM tools (ServiceNow, Jira preferred).
• Certifications such as ITIL v3/v4, PMP, CSM, or SAFe are a strong asset.
Soft Skills
• Strong leadership presence with the ability to influence cross-functional teams.
• High level of ownership, accountability, and attention to detail.
• Problem-solving mindset with a continuous improvement focus.
• Ability to operate effectively in fast-paced, high-pressure environments.
Work Environment
• Hybrid environment with a minimum of 3 days at client's office or Capgemini office
• Minimal travel or within GTA.
The base compensation range for this role in the posted location is: $70,751 - $165,984 CAD.
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
- 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
Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.
Disclaimers
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
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.