Service Delivery Manager

Job description

Position Description:

CGI helps clients achieve lasting business outcomes through dependable, high-quality services that evolve with their needs. As a Service Delivery Manager, you’ll play a key role in delivering successful client engagements, ensuring service commitments are met while identifying opportunities to improve performance and create additional value. You’ll have the autonomy to take ownership of service outcomes, bring fresh thinking to challenges and build trusted relationships across CGI, our clients and delivery partners. Working within a collaborative community of experts, you’ll lead teams, manage risk and financial performance, and help shape service strategies that support sustainable growth while developing your own career.

CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ‘Best Employer’ by the Financial Times. 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 UK Security Clearance or be eligible to go through this clearance. This is a hybrid position.

Your future duties and responsibilities:

In this role, you will take ownership of the successful delivery of one or more service contracts, managing services throughout their lifecycle and helping ensure agreed service levels are consistently achieved. You’ll work closely with clients, CGI teams, third-party suppliers and partners to maintain high standards of delivery while identifying risks, resolving challenges and finding creative ways to improve service performance.

You’ll also contribute to service strategy, financial management and resourcing while leading multidisciplinary teams across onshore and offshore environments. Supported by CGI’s wider community of experts, you’ll build strong client relationships and identify opportunities to create additional value and support business growth.

Key Tasks:
• Drive successful service delivery and ensure SLAs and contractual commitments are consistently achieved.
• Contribute to service delivery strategy and identify opportunities to enhance performance and client outcomes.
• Identify, track and manage service risks, developing effective remedial plans where required.
• Provide accurate, timely reporting on contractual, operational and financial performance.
• Support budgeting, resourcing and P&L management across relevant areas of the engagement.
• Coordinate multidisciplinary teams and work effectively across CGI, client and third-party delivery channels.
• Build trusted client relationships and contribute to identifying and securing additional business opportunities.

Required qualifications to be successful in this role:

You’ll bring experience of managing or contributing to complex service delivery environments, with a strong understanding of service performance, client relationships and commercial considerations. You should be comfortable taking ownership of outcomes, collaborating across multiple delivery channels and using sound judgement to resolve challenges and continuously improve services.

• Experience delivering and managing IT or technology-enabled services against defined SLAs and contractual commitments.
• Strong understanding of service delivery management and the service lifecycle.
• Proven ability to identify, manage and mitigate operational and service risks.
• Experience producing accurate service, operational and financial reporting.
• Understanding of budgets, resourcing and P&L management within a service or client environment.
• Proven ability to lead and coordinate multidisciplinary teams, including distributed or offshore resources.
• Strong client and stakeholder management skills with the ability to develop trusted relationships.
• Experience working across internal teams, clients, third-party suppliers and partners.
• Commercial awareness with the ability to identify opportunities for service improvement and business growth.

Skills:

·  Client management
·  Delivery management
·  Infrastructure
·  Mentoring and coaching
·  Service Level Management (SLM)
·  Stakeholder 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.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

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