Service Delivery Manager, SDM

Minor Hotels Europe and Americas

Service Delivery Manager overseeing operational excellence and client satisfaction in engineering services at Capgemini. Leading service delivery metrics and governance across complex application landscapes.

Posted 5/5/2026full-timeCincinnati • Ohio • 🇺🇸 United StatesSeniorLead💰 $103,879 - $242,400 per yearWebsite

Tech Stack

Tools & technologies

ERPJava.NETPythonServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

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Hard Skills & Tools

PLMMESERPITILJavaPython.NETDatabricksPower BI3DEXPERIENCE

Soft Skills

client engagementstakeholder managementcommunicationescalationleadershipgovernancefinancial trackingautomationproductivity improvementservice optimization

Certifications

ITIL FoundationITIL IntermediatePLM certificationMES certification