SERVICE DELIVERY MANAGER

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.
CGI was recognised in the Sunday Times Best Places to Work List 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 (% matching) which makes you a member 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.
We are happy to discuss remote or hybrid working.
Your future duties and responsibilities.
As a Service Delivery Manager you will take full ownership for the successful delivery of a complex and wide-ranging service contract, or a portfolio of contracts.
You will be accountable for all IT and related services provided by CGI to our Clients and responsible for the full service lifecycle including internal and external service support and service delivery.
Your future duties and responsibilities • Successfully delivering one or more service contracts, ensuring that SLAs are met consistently.
• Establishing – or maintaining and improving an existing service delivery plan, including budgeting and resourcing.
• Reporting in an accurate and timely manner on contract and financial status internally and externally in accordance with standards.
• 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 and managing team members, including both dedicated and shared-service resources.
• Manage the client relationship • Contribute to securing additional business • Planning, scheduling, monitoring and reporting against service delivery and financial objectives.
Required qualifications to be successful in this role.
Ideally you will have experience of working within hosting and legacy systems for the initial piece of work.
Client relationship management experience • Experience of client relationship management • Experience of Customer Engagement Project Management Influencing skills • Proven ability to build rapport, build consensus, set and manage clear expectations with team members and client stakeholders.
• Ability to work with clients and internal teams to listen, understand requirements, prioritize issues and proactively communicate in a dynamic, fast-paced environment.
• Ability to work independently, take ownership and drive solutions for the clients.
• Must be able to manage multiple, often competing, priorities and client requests effectively within SLA contractual obligations.
• Experience managing projects, issues, and milestones within the context of the Software Development Life Cycle (SLDC).
Technical Background • Experience in IT related field.
• Experience working with technical project teams, liaising with other teams or departments to deliver technical initiatives.
• Strong understanding of IT outsourcing, technical infrastructures and networking preferred.
Professional Skillset • Practical problem solving and strategic thinking skills; critical thinker with excellent judgment and initiative.
• Experience making decisions quickly in difficult situations.
Ability to take responsibility/ ownership for decisions, seeking advice where appropriate.
• Time and Financial management, attention to detail, expectation setting and organizational skills to provide solid service management.
Ability to work on own initiatives with minimal management supervision.
• Team-oriented focus, knowledge sharing, expectation management with all project team resources, maintaining a high degree of professionalism in all situations (including high stress).
• Intermediate user of Microsoft Word, Excel, PowerPoint, Project and Visio.
• Ability to present to audiences of different participants (e.
., executives, clients, technical peers, non-technical professionals) and size.
Skills.
Client Management Management Consulting 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.