A Service Delivery Manager in Iasi, Romania overseeing day-to-day application services delivered to a client: ensuring SLAs, KPIs and quality standards are met, leading governance and service reviews, managing escalations, and driving continuous service improvement. Requires 8+ years in service delivery, an application development background, and fluent French and English.
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.
Your Role
As a Service Delivery Manager with Capgemini, you will be responsible for the quality and performance of ongoing application services delivered to the client. You will oversee day-to-day operations, ensure contractual commitments and service level agreements are met, maintain a strong client relationship, and drive continuous service improvement. Your application development background will enable you to work effectively with technical and delivery teams.
In this role you will:
Oversee day-to-day service operations and ensure delivery meets contractual commitments, SLAs, KPIs, and quality standards.
Manage and report on service performance, delivery risks, deviations, actions, and improvement plans.
Proactively manage the daily relationship with client representatives and ensure a high level of satisfaction.
Lead service reviews and governance meetings, providing clear updates on performance, risks, priorities, and decisions.
Manage operational escalations and coordinate technical and delivery teams to ensure timely resolution.
Agree and implement continuous service improvements with the client, based on delivery results, identified deviations, and business priorities.
Work closely with technical leads, application development teams, and support teams to ensure service stability and quality.
Contribute to the overall client relationship strategy, with a focus on cost optimization, service improvement, contract continuity, and new business opportunities.
Develop a strong understanding of the client business and identify opportunities to deliver additional value.
Your Profile
Minimum 8 years proven experience in service delivery, application delivery, IT operations or a similar client-facing technology role.
Strong background in software development, application development or application management services.
Experience managing services against contracts, SLAs, KPIs, quality targets, and operational commitments.
Good understanding of application development lifecycles, Agile delivery, DevOps, release management, and production support.
Knowledge of IT service management practices, including incident, problem, change, and continuous improvement management.
Strong client relationship, stakeholder management, governance and escalation management skills.
Commercial awareness and the ability to contribute to cost optimization, contract continuity, and business growth discussions.
Strong communication, organization, negotiation, analytical, and problem-solving skills.
Fluent French and English.
What you will love about working here
Collaborative Community: Work with experienced professionals across service delivery, engineering, and client organizations.
Diverse & Impactful Projects: Manage strategic application services and contribute to measurable client outcomes.
Continuous Learning:Access learning platforms, professional communities, and recognized certifications.
Flexibility & Balance:Benefit from hybrid working policies that support effective time and location management.
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion. Make it real |