Service Delivery Manager

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

Roles and Responsibilities

• Modern EUC platform ownership across device management/support, request fulfilment, packaging, M365 administration, on‑site/dispatch support.
• Own the end‑to‑end EUC and Service Desk service lifecycle (design/transition/run), including operating model, governance, and integration with third‑party vendors/service desks.
• Lead Service Desk performance as the single point of contact: ensure tickets are received, categorised, prioritised, logged, monitored, resolved/escalated, and closed within agreed time limits.
• Drive EUC operations & engineering outcomes across device management, OS/app updates and rollout, software distribution, application packaging, IMACDs, procurement, and on‑site/dispatch services
• Own and continuously improve tooling, knowledge, and automation (ServiceNow, knowledge management, chatbot/remote support enablement, and integrations) to lift user experience and efficiency
• Your Profile

Qualifications and Experience

• Provide industry-leading thought leadership across End User Computing and Service Desk services, shaping target operating models, user experience strategy, and technology roadmap aligned to modern workplace and enterprise service management best practices.
• Proven leadership as a Service Owner / Service Desk / EUC lead in a large enterprise environment with strong stakeholder and vendor management.
• Demonstrated capability operating a Service Desk as single point of contact, providing reactive/proactive support and clear communications to users in business-friendly language.
• Deep EUC technical breadth across device management/support, collaboration/M365 administration, application packaging, on‑site/dispatch support, and conferencing services support.
• Balance service excellence and financial outcomes, translating operational performance, risk, and improvement initiatives into clear business value, margin protection, and sustainable service growth.
• What You’ll Love About Working Here
• You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts.
• You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
• We aim to build an environment where employees can enjoy a positive work-life balance.
• We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• At the heart of our mission is your career growth.
• You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation.
• We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’.
• Apply today!

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 | www.capgemini.com