Service Delivery Manager

The Service Delivery Manager (SDM) plays an interface role between Account Executive and Operations – that provide the different services to the client. In this role the SDM is accountable for the contract obligations, financial agreements (revenue, billing), organic sales opportunities and overall client satisfaction. This role is also accountable for all internal reporting to the SBU and external reporting to the client teams. It is also responsible for cost control, add on project sales at firm contribution margins, customer referenceability, customer satisfaction & managing our services to the terms & conditions of the contract. Acts as single point of contract for the client with regards to Service delivery issues and challenges. Works closely with the assigned ODMs and assists with customer escalation.



  • Coordinates all services delivered to the customer, in compliance with the contract
  • Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand
  • Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction
  • Becomes a point of escalation for customer issues and for service towers regarding client issues / opportunities / contractual obligations
  • Works closely with AE if applicable, ODM and Region to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new business
  • Works closely with Capgemini legal team on contract items, issues and change requests
  • Works closely with the ODM’s to track project status, issues and issue resolution. The ODM’s proactively manage the teams providing in scope services
  • Typically the scope of the services will be span multiple technology towers/services or multiple geographies, requiring coordination with Lead ODM or Delivery Team Leaders
  • Accounts can span multiple practices, with little some cross line of business activity, Apps, Consulting, BPO coordination of service delivery, reporting, and escalation
  • Vertical industry knowledge of the customer domain would be assumed or gained during term of contract
  • Sales and Solution knowledge would be preferable as SDM may be asked to participate in customer orals sessions, solution development or governance review stage gates


Service Delivery

  • Monitors SLA achievement and CSIP performance to identify negative trends and agree with ODM get-well plans implementation
  • Consult and review SIP with ODM. Oversees contract change process as part of Contract Management and Maintenance to ensure contractual consistency
  • Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand
  • Works with operations to ensure cost containment and reduction is per the deal solution


Service Quality and Improvement

  • Works with ODM and Vendors to ensure all relevant process documentation reflects ITIL best practices and client requirements, ensuring it is reviewed and updated within agreed timescales
  • Assess quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information
  • Provides feedback and coaching to avoid reoccurring errors
  • Acts as an escalation point for client issues, escalations and complaints
  • Manage OTACE for owned service
  • Reporting internally and to client (M-pack, risk & issue log, N2K, SQP, client alert)


Financial control and support

  • Financial control (billing, WIP, AR, forecasting)
  • Manage financial cycle including invoicing and cost management
  • Creates the account’s M-Pack in collaboration with Account Manager or Head of Operations. On smaller accounts, develops the monthly D-Review deck & entries into customer account portal
  • Forecasts revenue and costs for the assigned project codes
  • Ensures that cost control is maintained for the assigned project codes


Service Demand and Capacity

  • Manages, recognized in the whole IT organization, demand process execution, understands, anticipates and shapes customer demand for services and re-align and plan it with IT organization
  • Focus is on delivering projects and services according to contract/SLA and target CM%
  • Manages Pattern of Business Activity (PBA) and User Profiles (UP) reflecting and influencing bi-directionally the changes to business processes outside the IT organization, Service Design impact, Service Portfolio evolution, Business Relationship Management output, Financial Management, Continual Service Improvement


SLA Implementation/Performance Reporting

  • Controls measurement and analysis management to ensure all commitments are met
  • Ensure timely delivery and accuracy of regular (monthly) management reports for client and attends review meetings (if applicable)
  • Review’s summary reports on trends, root cause analysis and other reports before they are provided to the client for completeness, contractual requirements, SLA impact and service impacts
  • Provides service performance reporting to Client and Capgemini Management (as required)


Client Relations and Service Development

  • Has a substantial input in the development of contractual schedules and Service Level Agreements in line with the current service line aspirations
  • Develops and maintains close working relationships with representatives of Capgemini in the world and client
  • Identifies and assists in the perusal of business opportunities within the existing contract with the client
  • Recognizes commercial opportunities and engages in Commercial negotiation. Attends meetings with client executives to discuss service delivery performance, strategy and issues



  • 8+ years of outsourcing experience, bachelor's degree
  • Strong written en oral communication skills in Dutch (A2)   
  • Extensive experience in the delivery of customer services to develop, maintain and improve the relationship with the client
  • Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided
  • Experience in a service line operational role providing infrastructure, application management or BPO/Customer Care services
  • Detailed understanding of the various service level agreements and the performance measures required to manage the agreements and the relationship with the clients
  • Excellent customer relations skills to understand client concerns and requirements
  • Be able to assume overall control of and resolve complex customer issues
  • Experience in project and program management
  • Expert knowledge in all areas of data centre management and delivery in an outsourcing environment
  • Excellent understanding of financial management in an outsourcing environment


More information?

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