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13 Jun 2018

Full-Time Experienced Service Delivery Manager

Capgemini Belgium – Posted by admin Machelen, Vlaanderen, Belgium


Job Description

Experienced Service Delivery Manager

Directly reporting to the Delivery Executive (overall responsible for delivery), we expect the Service Delivery Manager to:

  • Be responsible for the application management service contract (including additional projects) in terms of budget, customer satisfaction, SLA compliancy, service continuity, respect of qualitative and timely delivery;
  • Manage and develop a team of on- and offshore members as well as subcontractors with focus on employee satisfaction and people development;
  • Identify trends that could lead to problems, initiate root cause analysis and take preventive measures;
  • Be the customer Single Point of contact for Application Management & Development subjects;
  • Manage the operational activities in accordance to the agreed commitments;
  • Evaluate Service team risks, identify and execute risk mitigation actions;
  • Define scoping and planning of the releases in collaboration with the customer;
  • Be accountable of the release management process (with support of the technical leader) and execution with respect to commitments;
  • Provide consolidated management reporting to the customer, steering committee and Capgemini management on the services delivered;
  • Plan and supervise the execution of quality reviews;
  • Play a key role in add on sales with Sales & Delivery Management team;
  • Develop and execute margin improvement plans.


  • You have a proven track record of at least 5 years in project management (application development) and service delivery management, including budget responsibility.
  • You have knowledge of methods and techniques for management and operation of information systems (certificates of PMI, ITIL, Prince2,… are an asset).
  • This project requires the ability to deal with politically sensitive and challenging situations.
  • Excellent communication and presentation skills are crucial – both for internal and external communication in Dutch and English, knowledge of French is a plus.
  • Experience with managing offshore teams.
  • As a manager, you keep the overall view and dig easily into details when needed.
  • Pragmatic approach to analyze all information and provide solution directions.


  • Customer and service oriented.
  • Build and maintain excellent working relationships.
  • Leader and people manager in heart.
  • Qualitative results driven.
  • Positive but critical thinking.
  • Make it happen, specifically in critical and difficult contexts.
  • Assertive.

Education level:

  • Master’s degree or equivalent.

How to Apply

Job Categories: Management. Job Types: Full-Time.

Job expires in 15 days.

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