Infrastructure Operations Service Delivery Manager
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Job Summary
Position Description:
Join CGI!
Would you like to be part of one of the worlds five largest IT and business consulting services companies
At CGI we are looking for a Service Delivery Manager (SDM) to join an international project.
Requirements:
- Bachelors degree in Computer Science Software Engineering Information Systems or a related field.
- Conversational English level B2 or higher.
- 6 to 8 years of IT Infrastructure Project or Service Delivery Management experience.
- 2 years leading or supervising global infrastructure teams.
- 5 years of experience in:
Incident & Crisis Management
ITIL Service Management
Client Management
Stakeholder Management
Risk & Escalation Management
Experience supporting enterprise storage infrastructure environments is preferred
- Must Have Skills:
IT Service Delivery Management
Infrastructure Operations
Major Incident Management
ITIL Incident Problem & Change Management
Service Level Management (SLA/KPI management)
Client Relationship Management
Stakeholder Management
Team Leadership
Escalation Management
Root Cause Analysis (RCA)
Operational Reporting & Service Metrics
Risk Management
Project Coordination
Global Team Management
Excellent written and verbal communication
Responsibilities:
- Own end-to-end delivery of Infrastructure Services for a large global managed services engagement.
- Serve as the Service Owner for enterprise-wide IT services delivered by the global operations team.
- Lead and coordinate 24x7 infrastructure service delivery operations across geographically distributed teams.
- Take ownership of Severity/Priority 1 incidents driving resolution using ITIL Incident Management best practices.
- Act as the Single Point of Contact (SPOC) during major incidents coordinating technical teams vendors and business stakeholders.
- Monitor service delivery performance ensuring SLAs and KPIs are consistently achieved.
- Manage client relationships through regular service review meetings and executive communications.
- Coordinate incident management root cause analysis (RCA) change management and continual service improvement initiatives.
- Generate operational reports analyze service metrics (including MTTR and SLA compliance) and identify opportunities for automation and operational improvements.
- Lead mentor and manage a global team of infrastructure engineers while balancing workload priorities and customer expectations.
Nice to have:
- Storage Infrastructure knowledge
- PMP certification
- ITIL v3 or ITIL 4 certification
- Automation and monitoring improvement initiatives
- ServiceNow or other ITSM platforms
- Continuous Service Improvement (CSI)
- Experience supporting 24x7 operations
- Executive reporting and presentation skills
Additional Skills:
- Strong Service Delivery Leadership Proven ability to manage global infrastructure operations while ensuring SLA compliance and customer satisfaction.
- Exceptional Incident & Stakeholder Management Able to confidently lead high-severity incidents coordinate cross-functional teams and communicate effectively with both technical teams and executive stakeholders.
- Operational Excellence & Continuous Improvement Focused on improving service quality through reporting trend analysis automation and process optimization.
Apply now!
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What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll 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.
Youll shape your career by joining a company built to grow and last. Youll 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 teamone of the largest IT and business consulting services firms in the world.
Required Experience:
Manager
About Company
The COMPANY is one of the few end-to-end consulting firms with the scale, reach, capabilities and commitment to meet clients’ enterprise digital transformation needs. Our 77,500 consultants and professionals work side-by-side with clients in 10 industries across more than 400 location ... View more
