Service Delivery Manager (Service Desk)

Position Description:

Main Job PurposeThe Service Delivery Manager is accountable for planning delivering operating monitoring and maintaining a stable secure and responsive support to CGIs client/s for specific types of services in accordance with the client contract documents (e.g. Inter-BU Agreement Operational Framework (OF) Service Level Agreement etc.).He/she prepares recommendations for service improvements and handles or prevents escalations for the service delivery areas. The Service Delivery Manager focuses on quality of service customer and member satisfaction and cost Responsibilities Manage over-all service delivery to achieve the agreed Service targets Establish and maintain good working relationships with the customer suppliers and other stakeholders at both strategic and operational levels including any parts of the service provided by internal or external subcontractors Monitor and report on financial performance ensure margins are achieved and if necessary margin improvement plans are put in place proactively as needed Monitor service component Quality Capacity Availability Incidents & Problem trends and initiates actions Ensuring protection of Client and CGI assets & components by tight control of Configurable Items and related information Service Continuity planning and implementation Understand and publish required SLA Reports through CGI or Industry standard Service Management tools Gain CGI specific competencies like CPMF MPMF CGI Management Foundation CMF BEMF OMF BUMR and IMF and apply as necessary in his/her assigned engagement Participate in Service delivery reviews and closures of audit/review findings Gain experience in implementation of the CGI Gating process during handover from Transition / Transformation and Service Acceptance activities Lead and drive Continual Service improvement initiatives to achieve full Client and Shareholder outcomes Ensure that service change is properly managed with cost and timescale adjustments passed on to the customer using an agreed documented procedure and that work that is not covered by the contract is only undertaken with prior approval by the customer and appropriate charges are applied Conduct formal customer satisfaction surveys (OSAP/CSAP) on a regular basis (semi-annual/annual). Action feedback to effect service improvements where necessary Ensure the members are meeting and exceeding expectations in regards to performance meeting defined metrics/benchmarks and that standards and processes are followed

Skills:

• Client Management
• Customer Service & Support
• Help Desk/IT Services
• Project Management

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.