Service Delivery Manager (SDM) (Cincinnati, US)

Capgemini

Experience: 12+ yrs
Location: Cincinnati, Ohio, United States
Job type: Full-time

Required skills

ITIL processes
ServiceNow
JIRA
PLM platforms
Veeva
Boomi
Java
Python
DotNet
Databricks
Power BI

About the role

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Job Description

About the job you're considering

The Service Delivery Manager (SDM) is responsible for end-to-end service delivery, operational excellence, and client satisfaction across a complex application and platform landscape. The role owns SLA performance, governance, financial management, risk mitigation, and continuous improvement for business-critical enterprise and engineering R&D systems, while acting as the primary interface between delivery teams and client stakeholders

Location:

Cincinnati, remote work permitted with travel.

Your Role:

Own end-to-end ADM delivery for PLM (3DEXPERIENCE), MES, and regulated compliance applications.
Ensure SLA, KPI, and service quality compliance across L1/L2/L3 support operations.
Lead ITIL-aligned incident, problem, and change management with a focus on stability and defect reduction.
Oversee PLM–MES–ERP integration stability, enhancements, fixes, and release deployments.
Ensure audit readiness, regulatory compliance (GxP, SOX, ISO), and adherence to validation and quality standards.
Act as the single point of contact for ADM service governance, client engagement, and stakeholder management.
Drive governance cadence, financial tracking, automation, productivity improvement, and continuous service optimization.

Your skills and experience:

12+ years of enterprise application delivery experience, including 5+ years in Service Delivery or Delivery Manager roles.
Strong hands-on experience managing PLM and/or MES ADM/AMS engagements in regulated environments.
Deep knowledge of PLM platforms (Dassault ENOVIA/3DEXPERIENCE, Teamcenter, Windchill) and MES systems.
Solid understanding of PLM–MES–ERP integrations and enterprise application landscapes.
Experience with ITIL processes, ServiceNow/JIRA, and delivery governance frameworks.
Ability to lead global onshore–offshore teams with strong client-facing communication and escalation skills.
Exposure to technologies such as Veeva, Boomi, Java full stack, Python, .NET, Databricks, and Power BI.
Bachelor’s degree in engineering, Computer Science, or equivalent
ITIL Foundation / Intermediate and any PLM/MES platform certification is a plus.

Capgemini is a global business and technology transformation partner, helping organizations 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 fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

About Capgemini

Provides global IT consulting and digital transformation services.

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