Service Delivery Director

About the Job you're considering

This is a senior Service Delivery leadership role supporting one of Capgemini's largest and most complex global clients. You will be accountable for the end-to-end delivery, performance and continuous improvement of critical live services, operating at scale across multiple technologies, suppliers and delivery centres.

As a senior Service Delivery Director, you will act as the primary point of accountability between Capgemini and HMRC Service Managers, owning service outcomes, financial performance, risk management and senior stakeholder relationships. You will operate confidently in a high-pressure, high-visibility environment, including during major incidents and periods of transformation.

Hybrid Working

Your working location will vary depending on the client engagement, delivery phase, base location, and security requirements. You should expect a mix of home working, Capgemini offices, and client sites. More onsite presence is typically needed for discovery, workshops, and secure environments. This is not a 100% remote appointment.

Your Role

You will take ownership of a portfolio of live and transitioning services, ensuring they are delivered reliably, securely and in line with contractual and regulatory obligations.

You will:

• Act as the single point of accountability for service performance, availability and customer satisfaction
• Lead service governance, operational reviews and commercial discussions with senior client stakeholders
• Own forecasting, financial management and reporting as part of the MU M-Review cycle, supported by PMO
• Lead the Capgemini response to live service incidents and major incidents, including executive-level communication
• Drive continuous service improvement and readiness for change, ensuring services remain fit for purpose as the client's needs evolve

What You'll Do

• End-to-end service ownership for complex, business-critical live services, ensuring delivery against SLAs, KPIs and contractual commitments
• Leadership during operational incidents, including major incidents, providing clear direction, decision-making and senior communications
• Senior stakeholder management, building trusted relationships with HMRC Service Managers and other key stakeholders
• Commercial and financial accountability, managing forecasts, actuals and risks in line with Capgemini and MU governance
• Ensure new and changed services are transitioned into live service smoothly, securely and with minimal business disruption
• Lead and influence internal delivery teams, 3rd party suppliers and CDO, ensuring accountability to agreed service and commercial outcomes
• Own Service Overview Documents, risk and control frameworks, protecting Capgemini contractually and operationally
• Identify and support service growth, improvement initiatives and business opportunities
• Contribute to the wider success of the Portfolio and Market Unit

Why You?

You are an experienced Service Delivery leader who is comfortable operating at senior levels in complex environments. You take ownership, lead through ambiguity, and remain calm and decisive under pressure.

You will bring:

• Proven experience owning and leading large-scale, high-availability services
• Strong incident and major incident leadership, including executive communications
• Excellent stakeholder management skills, with the credibility to challenge and influence
• Strong commercial and financial awareness
• A continuous improvement mindset, driving service maturity and resilience
• Confidence working in Agile and multi-supplier environments
• Flexibility to provide out-of-hours on-call escalation as required

Essential / Desirable

• ITIL Expert or Master (or equivalent senior service management experience)
• Experience of high-performance, high-availability systems
• Cloud service experience desirable

Key Attributes

• Takes full ownership of service outcomes
• Outcome-focused and data-led
• Confident decision-maker in high-pressure situations
• Clear, authoritative communicator
• Trusted partner to senior clients

We're a Disability confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government's Disability Confident scheme.
As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:
**Declare they have a disability, and **
Meet the minimum essential criteria for the role.
Please opt in during the application process

Your Security Clearance

Baseline Personnel Security Standard (BPSS)
To be successfully appointed to this role you will need to undergo Baseline Personnel Security Standard checks.
There are certain criteria and checks required for BPSS, and throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality.

In addition to BPSS, you will also need SC (Security Check) Clearance or to be eligible for this level of clearance (by being a UK resident for at least 5 years and not having left the country for more than 28 consecutive days during this period)

Make it real - what does it mean for you?

You'd be joining an accredited Great Place to work for Wellbeing in 2023. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained 'Mental Health Champions' across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.
You will reimagine what's possible: creating value for the world's leading organisations through technology to build a sustainable, more inclusive future. You will work with a range of clients all with a unique set of business, technological and societal ambitions, which will make a real impact across the UK.

You will be empowered to explore, innovate, and progress. You will benefit from Capgemini's 'learning for life' mindset, meaning you will have countless training and development opportunities from think tanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.
You'll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You'll be joining a professional community of experts, who have got your back and will support you, every step of the way.

Why you should consider Capgemini?

Growing clients' businesses while building a more sustainable, more inclusive future is a tough ask. But when you join Capgemini, you join a thriving company and become part of a diverse collective of free-thinkers, entrepreneurs and industry experts.

A powerful source of energy that drives us all to find new ways technology can help us reimagine what's possible. It's why, together, we seek out opportunities that will transform the world's leading businesses. And it's how you'll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge and always pushing yourself to do better, you'll build the skills you want. And you'll use them to help our clients leverage technology to grow their business and give innovation that human touch the world needs. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market-leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.