Principal Engineer, Service Delivery

About Capgemini

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. The Group reported 2024 global revenues of €22.1 billion.

Job Description:

The Principal Engineer, Service Delivery plans, directs, and coordinates the technical and organizational activities required to deliver services that meet contracted specifications. This role develops deep understanding of customer priorities, challenges, and strategic initiatives, becoming a trusted advisor throughout the service lifecycle. The Principal Engineer drives operational excellence by managing high‑priority escalations, overseeing technical solution delivery, identifying opportunities for growth, and partnering with sales and Global Services SMEs to support account expansion and strategic planning.

Responsibilities:

• Ensure full life cycle delivery costs meet or exceed contracted service‑level agreement expectations.
• Coordinate and guide technical solution teams to meet all contractual and operational commitments.
• Deliver complex metrics, analytics, and reporting to internal and external stakeholders.
• Proactively identify risks and issues, drive timely resolution, and prevent customer impact.
• Lead continuous improvement activities and promote service delivery excellence.
• Identify opportunities for service innovation and account growth.
• Maintain strong and effective communication with customers, partners, and cross‑functional internal teams.
• Build strong relationships with stakeholders to maximize customer satisfaction and long‑term engagement.
• Apply advanced technical and professional expertise to design creative solutions to complex issues.
• Understand interdependencies across multiple disciplines to ensure aligned service delivery.
• Contribute to the development of new policies, approaches, and best practices.
• Evaluate complex data and variable factors to resolve issues requiring deep analysis.
• Determine methods, processes, and procedures for new assignments and guide others in execution.
• Exercise sound judgment in selecting and adapting techniques to achieve results aligned with departmental objectives.

Qualifications:

• Bachelor’s degree with 8+ years of relevant experience.
• Outstanding English communication, both verbal and non-verbal.
• Advanced, wide-ranging technical and professional expertise in service delivery or related fields.
• Strong ability to resolve complex issues with innovative and effective solutions.
• Understanding of interrelated disciplines and ability to align multi‑team activities.
• Experience influencing and developing new processes, ideas, or operational approaches.
• Strong analytical and conceptual thinking skills for solving complex service delivery challenges.
• Demonstrated ability to independently determine methods and procedures in new or evolving situations.
• Strong communication and stakeholder‑management capabilities.
• Ability to lead technical teams and manage customer escalations effectively.
• Proven ability to drive service improvements and deliver against contractual commitments.