Principal Product Software Engineer - Service Delivery Executive

Job Title: Service Delivery Executive

Location: Boston, MA

Job description:

We are looking for an experienced Service Delivery Manager with Hi Tech Experience to coordinate and lead all aspects of our team's performance. The ideal candidate will be passionate about the tech industry, meeting and exceeding critical metrics, maintaining Service Level Agreements (SLAs), managing budgets, and ensuring optimal staffing levels. The role requires an outstanding leader who excels at reducing attrition, providing exceptional customer service, and encouraging a high-performance culture through mentorship, development, and corrective action.

Key responsibilities:

·       Lead the delivery team to achieve and surpass client's critical metrics and service level agreements, ensuring a high standard of service delivery.

·       A leader with client centricity and able to work as a face for the team in front of client

·       Supervise and lead operational budgets, staffing levels, and resources to ensure efficient performance.

·       Implement strategies to reduce attrition and maintain a fully staffed team that meets business needs.

·       Drive performance through regular coaching, mentoring, and professional development of team members.

·       Conduct regular performance evaluations, providing constructive feedback, and completing vital corrective actions when required.

·       Collaborate with senior leadership and high-level client managers to address challenges, propose innovative solutions, and improve overall client happiness.

·       Analyze data and performance metrics to make informed business decisions and report outcomes.

·       Maintain a strong focus on continuous improvement, ensuring processes are streamlined and customer interactions are optimized.

·       Cultivate a positive and engaging work environment, encouraging partnership and accountability.

Required Skills:

• 15 years’ experience as a Service Delivery Manager or similar leadership role managing complex account portfolios of $200M plus
• Bachelor’s degree in engineering or equivalent
• Experience in multi geography diverse organization
• Experience in Risk Management
• Solid comprehension of delivery operations for voice-based support, critical metrics, service level agreements (SLAs), and budget management.
• Proficiency in Excel for reporting and data analysis.
• Excellent problem-solving skills with a creative approach to developing effective solutions.
• Ability to lead, mentor, and motivate teams to meet performance goals.
• Strong communication and interpersonal skills, comfortable working with senior level client managers.
• Demonstrated ability to prioritize tasks in a fast-paced environment.
• Experience with reducing attrition and maintaining staffing levels.

#LI-JE1

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs suc