Service Delivery Lead

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Job Description

About the Role

The Service Delivery Lead is responsible for ensuring high-quality, end-to-end service delivery by connecting client needs with data, analytics, and internal capabilities. This role combines client engagement, delivery ownership, and cross-functional leadership to drive operational excellence, continuous improvement, and client satisfaction.

Depending on business needs, the role may be client-focused or task-focused, with shared accountability for service performance and quality.

Key Responsibilities

Service Delivery & Client Management

Own the delivery of analytics and reporting, ensuring accuracy, timeliness, and adherence to quality standards.

Translate business requirements into technical specifications and oversee execution.

Act as a trusted advisor to clients, providing insights, recommendations, and issue resolution.

Manage client interactions, expectations, and escalations in a service-oriented manner.

Analytics & Projects

Lead analytical and ad-hoc requests, delivering clear insights and presentations.

Coordinate cross-functional planning and execution of internal and client projects.

Identify opportunities to connect client needs with relevant products and solutions.

Operational Excellence

Define and track key performance and quality metrics.

Oversee inquiry management through ticketing systems and ensure timely resolution.

Own data quality processes from issue identification to resolution.

Collaboration

Partner with global, cross-functional teams within a follow-the-sun delivery model.

Support change management, training, and continuous improvement initiatives.

Skills & Qualifications

Excellent written and verbal English

Strong client-facing and stakeholder management skills

5+ years of Proven experience in data analysis, problem-solving, and delivery management

Ability to manage multiple priorities and drive execution through standard processes

Proficiency in Microsoft Excel, PowerPoint, Outlook, and Teams

Ability to quickly learn and adopt proprietary tools and platforms

Technical Environment

Microsoft Office tools

Project and issue tracking tools (e.g., Monday.com, Jira)

Ticketing systems for client support and data investigation

Business intelligence and reporting platforms

Strong willingness to learn and adapt to evolving technologies

#LI-Hybrid #LI-LG8

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