Service Delivery Manager

2 days ago

Mumbai India Capgemini Full time

Job Description

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

We are seeking a seasoned professional to manage RUN operations for Salesforce applications across global/multi-org implementations. The ideal candidate will apply ITIL standards, ensure SLA compliance, and proactively monitor application health while driving incident and change management processes.

Key Responsibilities

- Manage RUN engagements using ITIL best practices.
- Oversee Salesforce applications (Sales, Service, Health Clouds) across multi-org/global setups.
- Ensure high availability through proactive monitoring and issue resolution.
- Lead Incident, Problem, Environment, and Change Management activities.
- Drive Major Incident Management processes and minimize production issue backlogs.
- Track and report Weekly/Monthly SLAs and KPIs.
- Conduct RCA/FMA for corrective and preventive maintenance.
- Apply KM processes for effective RUN operations.
- Collaborate with stakeholders for planning, budgeting, forecasting, and estimations.

Your Profile

- Hands-on development experience in Salesforce and related technologies.
- Strong understanding of Salesforce ecosystem including Sales, Service, and Health Clouds.
- Experience in IT Service Industry.
- Familiarity with E-commerce, Mobile, and UI technologies.
- Proven experience in project planning and stakeholder management.
- Exposure to Integration, Middleware, Automation tools, and DevOps (preferred).
- ITIL Foundation or higher.
- Salesforce Administrator / Developer certifications.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

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