Service Delivery Manager

Job description

Position Description:

Put yourself at the centre of the digital revolution, working alongside highly talented to deliver complex projects that matter. Our Service Delivery Managers are trusted to work closely with a wide range of clients on exciting projects with real-world purpose and impact.

When you start your CGI story, not only will you be improving people’s lives, but you can also be sure we’ll do the same for you. And the even better news? Our friendly team will keep you inspired and will support you to do what you do best, better. 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 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.

This position will require onsite attendance at our Glasgow office a couple of days a week.

Your future duties and responsibilities:

The Service Delivery Manager is accountable for all IT and related services provided by CGI to our Clients. They are responsible for the full-service lifecycle including internal and external service support and service delivery.

Key Tasks:
•Successfully contributing to the delivery of one or more service contracts, ensuring that SLAs are met consistently.
•Contributing to/improving/delivering the service delivery strategy, including budgeting and resourcing.
•Reporting in an accurate and timely manner on contract status internally and externally.
•Identifying, tracking and managing risk, and proposing remedial activities and plans to ensure SLAs continue to be met.
•Working effectively across more than one supply channels (eg internal, client, 3rd party suppliers and partners).
•Leading a team which may include dedicated, PMSO and TCPS resources (on/offshore).
•Managing client relationships.

Required qualifications to be successful in this role:

•ITIL Certification
•Experienced Senior IT manager with a proven track record in outsourcing environment.
•Experience delivery of customer services to Client requirements and satisfaction, Service Level Agreements.
•Be able to perform contractual analysis, management and change according to ITIL and CGI standards.
•Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided.
•Excellent delegation skills, negotiation skills and strong people management skills.

Skills:

·  Delivery Management
·  Incident Management
·  Leadership

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.