Service Delivery Manager - ODC

Job description

Position Description:

Company Profile:
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

Job Title: Service Delivery Manager - ODC

Position: Manager Consulting

Experience: 8+ yrs

Category: IT Infrastructure

Main location: Bangalore

Position ID: J0226-1392

Employment Type: Full Time

Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.

Job Description:
Job Title: Service Delivery Manager (ODC – US Shift)
Location: Hyderabad
Work Mode: 5 Days Work from Office (ODC)
Shift: Early US Hours

Role Overview
We are seeking an experienced Service Delivery Manager (SDM) to lead end to end service delivery from our Hyderabad ODC, working early US hours and serving as the main liaison with US stakeholders. The ideal candidate should have strong ITSM expertise, hands-on experience with ServiceNow, and solid knowledge of IAM technologies, particularly ForgeRock and/or Ping Identity.

Key Responsibilities
• Lead end-to-end service delivery for IAM & ITSM operations, ensuring SLA/KPI adherence, stability, and continuous improvement.
• Act as SPOC for US stakeholders (early US hours) and manage service reviews, escalations, major incidents, and problem management.
• Govern ServiceNow processes (Incident/Problem/Change/Request), ticket quality, reporting, dashboards, and CMDB hygiene.
• Oversee IAM operations for ForgeRock/Ping (SSO, MFA, federation, lifecycle, compliance, audits).
• Manage offshore L1–L3 teams, capacity, and performance; ensure process/documentation standards.
• Drive risk management, audits, SOP/knowledge maintenance, and executive reporting.
Required Qualifications
• 10+ years IT experience with 4–6 years in Service Delivery Management.
• Strong ITIL and ITSM background (ServiceNow hands-on).
• Good understanding of IAM (ForgeRock/Ping, SSO, OAuth, OIDC, SAML, MFA).
• Experience supporting US clients/ODC operations and working early US hours.
Required Skills
• Strong stakeholder management, communication, and decision-making.
• Expertise in SLAs/KPIs, service metrics, and ITSM reporting (dashboards, trends, executive reports).
• Understanding of Dev/QA service governance, workflows, and release/change coordination.
• Strong escalation and risk management capabilities.
Preferred
• ITIL certifications; PMP/Prince2 a plus.
• Exposure to SOX/ISO27001/SOC2 and enterprise environments.
• Experience in IAM modernization/cloud IAM programs.
Core Competencies
• Customer-first mindset
• Operational excellence
• Leadership and team management
• Analytical thinking
• Executive communication
What We Offer
• High-visibility ODC role with direct US stakeholder exposure.
• Leadership opportunity in a growing IAM & ITSM practice.
• Strong career growth in Service Delivery & Identity Management.
Life at CGI:
It 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

Skills:

·  Delivery Management
·  English
·  Finance

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.