Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.
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Job Overview:
We are seeking an experienced Service Delivery Manager (SDM) to lead end-to-end delivery for Cloudera Data Platform (CDP) production support and managed services engagements.
The role requires strong client-facing leadership, ownership of service delivery excellence, and the ability to drive multiple parallel workstreams (operations, enhancements, governance, and transformation initiatives) with stakeholders.
Job Responsibilities:
1. Service Delivery & Operations Management
- Own end-to-end service delivery for Cloudera platform production support (L1/L2/L3).
- Ensure high availability, stability, and performance of CDP/Hadoop ecosystem.
- Govern incident, problem, and change management processes (ITIL aligned).
- Drive SLA/KPI adherence (availability, MTTR, resolution times, backlog, etc.).
- Oversee 24x7 support operations, including shift planning and escalation management.
- Ensure effective capacity planning, monitoring, and performance tuning of clusters.
2. Client Management & Stakeholder Engagement
- Primary point of contact for client leadership (IT, Data, Infrastructure teams).
- Conduct service review meetings (weekly/monthly/QBRs).
- Manage client expectations, escalations, and service improvement plans.
- Drive confidence and relationship building with senior stakeholders.
3. Multi-Thread / Workstream Leadership
- Drive parallel tracks with client, including:
- Production support
- Platform enhancements and upgrades
- Cost optimization and capacity planning
- Automation and process improvements
- Migration / modernization initiatives
- Coordinate across data engineering, platform, security, infra, and vendor teams.
4. Governance, Risk & Compliance
- Establish and run strong delivery governance model.
- Track risks, issues, dependencies, and drive mitigation.
- Ensure compliance with security (Kerberos, Ranger, Atlas), data governance, and audit requirements.
- Manage change approvals and release governance.
5. Financial & Commercial Management
- Own contractual SLAs and commercial commitments.
- Manage cost, revenue, and margin (P&L accountability).
- Identify opportunities for optimization and additional value creation.
- Support renewals, upsell, and expansion opportunities.
6. Continuous Improvement & Transformation
- Drive automation (monitoring, alerting, self-healing).
- Introduce best practices for platform reliability and efficiency.
- Lead initiatives such as:
- Platform modernization (CDH → CDP)
- Cloud adoption / hybrid architecture
- Data platform optimization
7. People & Vendor Management
- Manage cross-functional delivery teams (onshore/offshore).
- Drive team performance, utilization, and capability building.
- Manage vendors / subcontractors and ensure delivery alignment.
Experience Required
- 18+ years of overall IT experience
- 10+ years in Service Delivery / Program Management roles
- Strong experience in production support / AMS delivery
- Experience managing large-scale data platforms (Cloudera/Hadoop)
Key Soft Skills
- Strong client-facing communication and executive presence
- Ability to drive multiple priorities simultaneously
- Strong problem-solving and escalation handling
- Excellent stakeholder management across business & technology teams
- High ownership and accountability mindset
Nice-to-Have
- Banking / Financial Services experience
- ITIL certification
- Experience in data platform migration / modernization programs
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
