Service Delivery Manager (with German)

Capgemini is an AI-powered global business and technology transformation partner with nearly 60 years of heritage, employing 420,000 team members in more than 50 countries. The Application Development & Maintenance (ADM Center) provides end-to-end IT services from business specification through software development, implementation, to application maintenance using leading IT technologies and management methods. The ADM Center focuses on DevOps, SRE, low-code, automation, and AI solutions, with highly self-organizing and independent development teams skilled in agile and lean software engineering practices. Hiring locations include Gdańsk, Wrocław, and Poznań.

• Minimum of 3 years of experience in project management, particularly in Service Delivery Management.
• Excellent communication and interpersonal skills for managing client relationships and team dynamics.
• Experience in defining ITIL processes, ITSM, Service Management; ITIL certification is a plus.
• Proficiency in agile software delivery and experience with agile at scale frameworks (e.g., SAFe).
• Excellent problem-solving skills and ability to operate in a changing landscape with strict timelines.
• Innovation and continuous improvement mindset.
• Fluency in English (spoken and written) and communicative level of German (B1/B2).

• Deliver stable, high-quality services within agreed cost, scope, and timeframes, ensuring contractual commitments and service levels are met.
• Act as key interface between operational teams, customers, and governance bodies.
• Manage day-to-day service performance and handle escalations.
• Maintain transparent communication with stakeholders.
• Drive continuous service improvement and identify risks and optimization opportunities.
• Ensure delivery aligns with business objectives, compliance requirements, and customer expectations.
• Demonstrate success in end-to-end service delivery aligned with client expectations and business outcomes.
• Manage Incident and Problem Management for rapid resolution and root cause analysis.
• Follow engagement procedures and policies including change control, security and auditing, release, configuration, problem and incident management.
• Influence and realign stakeholders' expectations.
• Provide specialist advice to key stakeholders on meeting business IT requirements regarding application support.
• Manage client escalations.
• Drive a focused commercial perspective with awareness of delivery cycle times.

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. Individuals are evaluated based on qualifications and performance, not personal characteristics.