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 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 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).
#J-18808-Ljbffr…