Service Delivery Manager

Job description

Position Description:

Responsibilities:
The Service Delivery Manager (SDM) is accountable for planning, delivering, operating, monitoring and maintaining a stable, secure and responsive support to CGI’s client/s for specific types of services, in accordance with the client contract documents (e.g., Inter-BU Agreement, Operational Framework (OF), Service Level Agreement, etc.) within services under his/her scope.
He/she prepares recommendations for service improvements and handles or prevents escalations for the service delivery areas. The SDM focuses on quality of service, customer and member satisfaction and cost management and will always keep CGI’s 3 stakeholders in mind – Member, Client, and Shareholder.
Education and experience:
• At least 2 years of experience as Operations Lead / Deputy Operations Lead / Quality Assurance Specialist / Subject Matter Expert OR 2 years of experience as Service Delivery Manager in any related service
• Experience working with and handling Multilinguals preferred
• Experience working with Nordic Service Desk is preferred
Knowledge and skills:
• Service Desk project experience a must
• ITIL Foundation Certification
• Skills in client management, stakeholder management and member management
• Excellent communication and presentation skills

Skills:

·  Analytical Thinking
·  Client Management
·  English
·  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.