Service Delivery Manager

Experience-9- 15 Years

Location-Mumbai/ Bangalore

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.

• Salesforce RUN Operations Management : Successfully manage global/multi-org Salesforce implementations (Sales, Service, Health Clouds) by applying ITIL standards and ensuring SLA compliance.

• Service Delivery & Monitoring : Oversee proactive monitoring, high availability, and delivery of RUN scope activities including Incident, Problem, Environment, and Change Management.

• Quality & Continuous Improvement : Drive RCA/FMA processes for corrective and preventive maintenance, ensuring quality KPIs and minimizing production issue backlogs.

• Reporting & Stakeholder Engagement : Lead weekly/monthly SLA tracking and reporting, major incident management, and effective client/stakeholder communication.

• Technical & Strategic Expertise : Skilled in project planning, resource forecasting, and integration/middleware/DevOps tools to enhance automation and operational efficiency.

"Successfully manage a RUN engagement by applying ITIL standards and by managing client expectations through SLA

Experienced in Managing Multi Org / Global implementations of Salesforce application (Sales, Service, Health clouds)

Management and be aware of KM processes that are necessary to effectively manage RUN

Responsible for proactive monitoring and ensuring high availability of sales force applications

Responsible for the delivery of all RUN scope activities like Incident, Problem, Environment and Change Management

Responsible for quality KPIs through corrective and preventive maintenance activities by engaging in RCA/FMA process and resolutions.

Responsible for Weekly/Monthly SLA tracking and reporting

Must be able to drive Major Incident management process

Ensure minimizing all backlogs of issues reported from production

Should have strengths in project planning, resource budgeting/forecasting, estimations, and stakeholder management.

Experience in Integration/Middleware/Automation tools/ DevOps would be an added advantage "

• You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
• You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
• At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

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.