Senior Service Delivery Manager

Job description

UK Careers - SDI

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Position Description:

The Space, Defence and Intelligence business unit in CGI is a true IT Systems Integrator. We work, build, and operate bespoke, technically complex, mission-critical systems which help our clients keep us all safe and secure. We bring innovation to our clients using proven and emerging technologies, agile delivery processes and our deep expertise across the breadth of space, defence, intelligence, aerospace and maritime, all underpinned by our end-to-end cyber capability. We work collaboratively with global technology companies, cutting edge SMEs and academia to deliver the optimal solution for each client.

CGI was recognised in the Sunday Times Best Places to Work List 2024 and has been named one of the ‘World’s Best Employers’ by Forbes magazine. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.

Due to the secure nature of the programme, you will need to hold the highest level of UK Security Clearance or be eligible to go through this clearance. This role will be based in the Reading or Leatherhead office 1-2 days a week.

Your future duties and responsibilities:

We are seeking a highly skilled and experienced Senior Service Delivery Manager to lead the operations and maintenance of the Live System.

This critical national infrastructure is a global service. The system operates 24/7 and demands the highest levels of availability, security, and performance.

As the Senior Service Delivery Manager, you will define the strategic vision for the live service and manage a team of approximately 50 IT professionals to ensure seamless operation, compliance with SLAs, and the successful delivery of fixes and small enhancements via Agile teams.

Key Responsibilities

• Strategic Oversight: Define the strategic vision and ensure alignment with the goals of the DMS and contractual obligations.

• Team Leadership: Oversee a global team ensuring 24/7 system operations, maintenance, and monitoring to maintain system availability and performance.

• Incident Management: Lead incident response and troubleshooting for critical system issues.

• System Upgrades: Oversee deployment of software updates, patches, and hardware upgrades with minimal service disruption.

• Collaboration: Work closely with development teams to seamlessly transition major enhancements into the live service.

• Change Management: Maintain a robust and efficient change management process.

• Stakeholder Management: Serve as the primary contact for internal and external stakeholders, ensuring transparent communication on system status.

• Governance: Chair the monthly service board and weekly service meetings with the client, ensuring alignment on priorities.

• Reporting: Produce detailed client reports on a weekly and monthly basis, as well as internal performance reports.

• Financial Management: Manage service budgets effectively to ensure cost efficiency.

Required qualifications to be successful in this role:

Required Skills and Experience

• Proven experience in live service delivery management for critical national infrastructure.

• Strong leadership skills, capable of managing a global IT team in a high-pressure environment.

• Expertise in incident management, troubleshooting, and operational excellence.

• Familiarity with Agile methodologies, specifically SAFe Agile, for delivering fixes and small enhancements.

• Robust understanding of change management processes and service transition.

• Exceptional communication and stakeholder management skills, able to operate at a senior level and balance competing demands.

• Proficient in chairing high-level meetings and producing comprehensive reports.

• Financial acumen to manage and monitor service budgets effectively.

Skills:

·  Conflict Resolution
·  Project Management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.