Service Delivery Manager

Position DescriptionCompany 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 ManagementPosition: Associate ConsultantExperience: 12+ yrsCategory: IT InfrastructureMain location: Bangalore/Chennai/HyderabadPosition ID: J0725-2254Employment Type: Full TimeQualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.Job Description:Key Responsibilities:Own end-to-end service delivery for one or more clients or business units.Act as the primary interface between the client and internal delivery teams.Ensure adherence to agreed SLAs, OLAs, and KPIs across all services.Conduct regular service review meetings with clients and stakeholders.Manage incident, problem, change, and release management processes in collaboration with operations teams.Coordinate with technical leads, support engineers, and vendors to ensure issue resolution and project success.Maintain accurate and up-to-date service documentation, operational dashboards, and reports.Handle escalations and drive resolution through appropriate channels.Develop and implement service improvement plans (SIPs) and drive continuous improvement initiatives.Ensure compliance with security, audit, and governance frameworks.Track and manage service risks, issues, and dependencies.Support contract renewals, transitions, and onboarding of new services or customers.Required Skills & Qualifications:Bachelor s degree in IT, Engineering, or related field; ITIL certification (Foundation or higher) is mandatory.Proven experience in IT service delivery, preferably in a managed services or enterprise environment.Strong knowledge of ITIL processes, service operations, and ITSM tools (e.g., ServiceNow, Remedy).Excellent stakeholder management and client communication skills.Experience handling multi-vendor environments and working with remote/global teams.Analytical mindset with ability to identify trends and propose solutions.Strong organizational and incident management skills.Ability to handle pressure and manage critical incidents or escalations.Behavioral Competencies :Proven experience of delivering process efficiencies and improvementsClear and fluent English (both verbal and written)Ability to build and maintain efficient working relationships with remote teamsDemonstrate ability to take ownership of and accountability for relevant products and servicesAbility to plan, prioritize and complete your own work, whilst remaining a team playerWillingness to engage with and work in other technologiesCGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.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 directionYour 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 expertiseYou’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 horizonsCome join our team, one of the largest IT and business consulting services firms in the worldYour future duties and responsibilities

Required Qualifications To Be Successful In This Role

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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.