Principal Service Delivery Manager

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Location
This is an onsite role based in Toronto, Canada.
About The Job You're Considering
The Service Delivery Manager/Director serves as the senior interface between the client and the Service Delivery Operations teams delivering IT infrastructure services. The Service Delivery Manager/Director works closely with the Client Partner and Client Delivery Partner to deliver to the client and grow the account. This role carries director-level accountability for contract performance, financial management, service excellence, client satisfaction, operational governance, and growth within the account. The Service Delivery Manager/Director provides strategic leadership across service delivery, acts as the executive point of contact for delivery issues, and drives alignment across operations, commercial teams, legal, and client stakeholders to ensure contractual commitments are achieved while expanding business value. This role also oversees internal and external reporting, cost optimization, risk and escalation management, and identification of organic growth opportunities at defined contribution margins.
Key Performance Indicators
• Contractual compliance and service delivery performance
• Account financial performance, including revenue, margin, billing, and cost control
• Organic growth, bookings, and expansion within existing accounts
• Client satisfaction, executive stakeholder confidence, and customer referencability
Your Role
General Leadership
Lead the day-to-day and strategic client relationship to maintain a high level of satisfaction, trust, and long-term account stability.
Serve as the senior escalation point for client issues, delivery challenges, contractual concerns, and service improvement opportunities across towers.
Partner with the Client Partner, Client Delivery Partner, Operations, and regional leadership to define and execute the client relationship strategy, with a focus on service excellence, cost optimization, and business growth.
Collaborate with legal, commercial, and operational stakeholders on contract matters, change requests, risk management, and governance decisions.
Provide leadership across operational teams to track service performance, resolve issues, remove barriers, and ensure timely execution of corrective actions.
Contribute to solutioning, governance stage gates, and client-facing discussions by applying strong commercial, service delivery, and executive communication skills.
Service Delivery Leadership
Monitor SLA performance and continuous service improvement outcomes, identify risks and negative trends, and direct implementation of recovery plans with operational leads.
Oversee service improvement planning and the contract change process to maintain contractual consistency, delivery alignment, and governance discipline.
Anticipate and influence customer demand for services, ensuring delivery organizations are positioned with the right capabilities and capacity to meet business needs.
Partner with operations to drive cost containment, delivery efficiency, and sustainable service performance across the account.
Service Quality and Continuous Improvement
Ensure service processes, documentation, and governance practices align with ITIL principles, client requirements, and operational standards.
Assess the quality and consistency of deliverables produced by service teams, including reports, reviews, and project outputs, to maintain a high standard of execution.
Provide leadership, feedback, and coaching to improve execution quality, strengthen accountability, and prevent recurring issues.
Act as the leadership escalation point for client complaints, service issues, and delivery concerns, ensuring timely resolution and executive visibility where needed.
Own customer satisfaction outcomes for the services in scope and lead improvement actions to strengthen the client experience.
Key Responsibilities
Financial Management and Commercial Ownership
Own account growth and deliver against revenue and margin commitments.
Direct financial controls including billing, work in progress, accounts receivable, and forecasting discipline.
Manage the financial cycle across invoicing, cost management, and financial governance.
Develop account financials in collaboration with account leadership and operational leads, including monthly delivery reviews and client reporting submissions.
Forecast revenue and cost performance across assigned project codes and ensure financial visibility for leadership decision-making.
Ensure strong cost control and margin management across the assigned portfolio.
Service Demand and Capacity Planning
Lead demand management across the account, shaping and aligning customer needs with organizational capacity, service priorities, and delivery readiness.
Ensure projects and services are delivered in line with contractual obligations, service levels, and target contribution margins.
Manage patterns of business activity and user demand profiles, translating changes in business operations into delivery planning, service design, portfolio decisions, and continuous improvement actions.
Performance Reporting and Governance
Oversee measurement, reporting, and analysis processes to ensure service commitments and contractual obligations are met.
Ensure accurate and timely delivery of recurring management reports for clients and internal stakeholders, and lead review discussions where applicable.
Review performance summaries, trend analysis, and root cause reporting to ensure completeness, contractual alignment, and actionable insight before client delivery.
Provide executive-level service performance reporting to client leadership and internal management as required.
Client Relationship Management and Business Development
Provide meaningful leadership input into the development of contractual schedules and service level agreements aligned to service line strategy and client expectations.
Build and maintain strong working relationships with internal Capgemini stakeholders and client representatives across geographies and functions.
Identify, shape, and support pursuit of business opportunities within the existing client landscape to expand account value.
Recognize commercial opportunities, support negotiations, and engage confidently with client executives on service performance, strategy, transformation priorities, and business issues.
Your Skills & Experience
Leadership Infrastructure
Engagement Management
Certifications:
ITIL V3 Foundation
The base compensation range for this role in the posted location is: CAD 143,629 - CAD 236,600.
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In addition to base salary, this role may be eligible for additio