Key Responsibilities
• 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.
• Solid 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.

📌 Service Delivery Director (Toronto)
🏢 Capgemini
📍 Toronto