Service Deliver Manager NetApp Stroage

Position Description:

Position Description
At CGI were a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72000 professionals located in 40 countries. Founded in 1976 CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources expertise stability and dedicated professionals needed to achieve. At CGI were a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72000 professionals located in 40 countries. Founded in 1976 CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources expertise stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at .
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position however only candidates selected for interviews will be contacted. No unsolicited agency referrals please.

Job Title: Service Delivery Manager
Position: Associate Consultant
Location: Bangalore
Experience: 6 years
Position ID: J0626-1373

Job Summary
As the Service Delivery Manager you are the operational cornerstone of our client partnerships. Operating under a core philosophy of Putting the customer at the center of everything we do you will blend CGIs robust delivery frameworks with a proactive predictive and frictionless service DNA. You will lead cross functional production teams (on shore off shore and subcontractors) to deliver a seamless One Company experience ensuring that service delivery is not just about meeting contractual SLAs but actively driving the clients business success and operational goals.

Key Responsibilities
1. Proactive & Predictive Service Operations (Powered by Data)
Service DNA Focus: We dont wait for systems to fail; we use telemetry to prevent friction.
. Predictive Incident & Problem Management: Oversee the ITIL Incident and Problem management processes across all production units. Go beyond reactive fixes by utilizing AI enabled telemetry automated support logs and continuous health monitoring to identify and resolve systemic issues before they impact the clients business operations.
. Data Driven Capacity & Continuity: Maintain overall capacity risk and continuity plans (including Disaster Recovery). Anticipate usage spikes and ensure the infrastructure seamlessly scales to meet changing business demands without operational friction.
. Frictionless Change & Release Management: Lead the implementation of Change and Release plans. Ensure all changesespecially cross service line transformationsare executed right first time minimizing disruption and ensuring an effortless transition for the client.

2. Delivering a Maniacally Simple Unified Experience
Service DNA Focus: Obsessed with being easy to do business with and providing a seamless One Company feel.
. Seamless Service Provisioning: Take lead responsibility for day to day service delivery acting as the single thread that aggregates component services across multiple CGI service lines (BPO AM IM) subcontractors and off shore blended delivery teams.
. SLA/OLA Management via Simplicity: Translate complex operational metrics OLAs and SLAs into clear manageable outcomes. Monitor compliance and take vigorous action against any risks to service quality ensuring the client experiences a reliable frictionless service.
. Smooth Transitions & Transformations: Work closely with Transition/Transformation Managers and HR to ensure that any onboarding staff/asset transfers or major infrastructure shifts are handled seamlessly maintaining absolute continuity of service.

3. Soft Touch Client Partnership & Value Creation
Service DNA Focus: Centered on listening respect and aligning with the customers actual business outcomes.
. Strategic Client Relationship Management (CRM): Build deep trusted working relationships with key business process owners. Apply the CGI Client Value Proposition (CVP) to adapt to the clients operational pace meeting them where they are on their hybrid cloud journey.
. Outcome Based Reporting & Reviews: Transform standard reporting (SDSR FSR production metrics) into strategic conversations. Lead regular service reviews that focus on business value resolution progress and service alignment rather than just transaction volumes.
. Driving Client Satisfaction: Conduct analyze and act upon client satisfaction surveys. Treat CX as a strategic imperative by rapidly implementing Service Improvement Plans to address any identified friction points.

4. Financial Stewardship & Knowledge Driven Innovation
Service DNA Focus: Knowledge Centered Service (KCS) and continuous improvement.
. Collaborative Service Innovation: Actively partner with the Client Service Manager PdMs and the client in periodic innovation workshops. Leverage our strategic partner platforms and CGIs evolving solutions to introduce new value additive services that adapt to the clients changing business requirements.
. Contract Financials & Cost Optimization: Maintain accurate financial plans and service provision cost status. Work proactively with Production Managers to identify cost savings and efficiencies ensuring the service remains cost competitive and highly profitable while delivering maximum value.
. Order Growth & Knowledge Enablement: Ensure that knowledge and technical solutions are actively captured and shared across teams in real time. Leverage this shared expertise and high quality service delivery to validate new solutions appropriately price risks and drive organic order growth and contract extensions.


Required Skills & Qualifications
Strong experience in IT Service Delivery Management within enterprise environments.
Hands-on expertise in ITIL Incident Problem Change and Release Management.
Experience managing global delivery teams (onshore offshore and third-party vendors).
Strong client relationship and stakeholder management skills.
Knowledge of Cloud technologies Automation and Digital Transformation initiatives.
Experience with Business Continuity and Disaster Recovery (BCDR) planning.
Strong analytical problem-solving and decision-making capabilities.
Experience managing SLAs OLAs KPIs and service governance.
Excellent communication presentation and leadership skills.
Strong financial acumen budgeting and cost optimization experience.

Education & Certifications
. Bachelors degree in Engineering Computer Science or related field.
. ITIL Foundation / Intermediate certification (preferred).
. PMP PRINCE2 or Agile certifications (good to have).

#LI-SA2

CGI is an equal opportunity 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.

Skills:

• Agile
• Analytical Thinking
• Cloud Computing
• Service Desk
• Service Level Management (SLM)

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.

Come join our teamone of the largest IT and business consulting services firms in the world.