Key Responsibilities

We are looking for someone with few years of experience as CIS Service delivery director experience.

- Lead strategic and day-to-day client relationships, ensuring high levels of customer satisfaction and account stability.
- Serve as the senior escalation point for service delivery, operational, and contractual issues.
- Drive service excellence through SLA management, governance, risk mitigation, and continuous improvement initiatives.
- Partner with delivery, operations, commercial, and legal teams to achieve contractual and business objectives.
- Own financial performance, including revenue growth, margin management, forecasting, billing, and cost control.
- Oversee demand management, capacity planning, and delivery readiness across the account.
- Identify and support account expansion opportunities while building strong executive-level client relationships.

Required Experience & Skills
- Extensive experience managing IT Infrastructure Services delivery for enterprise clients.
- Proven leadership in Service Delivery Management with responsibility for client satisfaction and operational performance.




- Robust financial acumen with experience managing P&L;, revenue, margins, forecasting, and financial governance.
- Deep understanding of ITIL-based service management practices and governance frameworks.
- Excellent stakeholder management, executive communication, negotiation, and escalation management skills.
- Experience leading cross-functional and geographically distributed teams.
- Demonstrated ability to drive business growth, service improvements, and strategic client partnerships.

Key Success Measures
- Achievement of SLA, KPI, and contractual compliance targets.
- High client satisfaction and strong executive stakeholder relationships.
- Revenue growth and achievement of margin and profitability goals.
- Effective cost management and financial governance.
- Successful delivery of service improvement and transformation initiatives.
- Accurate reporting, forecasting, and operational governance.
- Growth of existing business through upselling, expansion, and new opportunities.

📌 Cloud and Infrastructure -Service Delivery Director (Toronto)
🏢 Capgemini
📍 Toronto