Service Delivery Manager

Position Description:

CGI has an immediate need for a Service Delivery Manager. The Service Delivery Manager (SDM) is a key client-facing leader supporting CGIs Application Managed Services (AMS) delivery model accountable for end-to-end service integration governance and performance oversight across a global delivery construct.

As part of the Client Relationship Management team this role supports a One CGI delivery approach collaborating closely with CGIs Nearshore and offshoredelivery teams. The Service Delivery Manager works alongside offshore SDMs to drive alignment transparency and shared ownership of service outcomes. The SDM ensures that global delivery teams operate as one cohesive deliveryorganization aligned to CGI standards contractual commitments and client expectations.

This position is located in Miami FL in a hybrid working environment.

Your future duties and responsibilities:

. Act as the primary onshore client-facing SDM serving as the main point of contact for AMS service execution governance and escalations
. Interface with the global Service Delivery Managers to ensure consistent service delivery alignment across CGI and supplier teams
. Provide service integration leadership across CGI Atlantic Nearshore (Canada) and APAC Offshore (India) delivery teams ensuring seamless coordination and accountability
. Partner with Nearshore and Offshore Service Delivery Managers establishing strong peer-to-peer relationships to drive operational consistency and issue resolution
. Review manage and approve AMS deliverables including work plans management reviews change requests and outstanding issues in accordance with CGI governance processes
. Drive day-to-day operational decision-making recommending service improvements and delivery optimizations to support steady-state operations
. Serve as the primary escalation point for AMS-related service delivery issues ensuring timely resolution and protecting SLAs and KPIs
. Maintain proactive transparent communication between the client account leadership and global delivery teams
. Oversee schedule control and delivery execution ensuring all expected AMS deliverables and services are delivered as planned
. Identify delivery or planning variances working with Nearshore and Offshore SDMs to implement corrective actions
. Ensure adherence to CGI quality standards addressing non-compliance and driving continuous improvement initiatives
. Track change decisions risks and outstanding issues ensuring traceability and governance compliance

Required qualifications to be successful in this role:

. 4 years of leadership experience in IT Service Delivery or Application Managed Services (AMS) within large complex enterprise environments
. Proven experience as a client-facing Service Delivery Manager with direct accountability for service performance SLAs and client satisfaction
. Strong working knowledge of ITIL-based service management including Incident Problem Change and Root Cause Analysis (RCA)
. Demonstrated experience managing Level 2 / Level 3 application support teams and operations
. Experience leading governance forums including operational reviews escalation calls and executive-level service discussions
. Proven ability to manage and integrate global delivery teams (onshore nearshore offshore) working peer-to-peer with regional Service Delivery Managers
. Hands-on experience with ServiceNow ITSM including SLA reporting ticket hygiene and operational dashboards
. Strong communication skills with the ability to engage technical teams account leadership and client stakeholders
. Engineering/technical background is a strong plus

Desired qualifications/non-essential skills required
. Experience supporting Service Desk or IT Managed Services engagements in regulated or large-scale enterprise environments
. Exposure to automation ticket reduction initiatives or AI-enabled service management
. Experience supporting environments undergoing application modernization or SaaS transitions
. Familiarity with SOC 2 Type II and/or ISO 27001 compliance environments
. Experience working within multi-supplier or Prime Vendor delivery models
. Familiarity with SDLC
. Familiarity with SalesForce SalesForce integrations SalesCloud
. Prior experience in transportation logistics fleet management or similarly complex operational domains
. Strong analytical skills with experience presenting trend analysis root cause insights and continuous improvement recommendations

CGI anticipates accepting applications for this position through March 31st 2026.
#LI-SK8

Skills:

• Delivery Management
• ITIL
• ServiceNow IT Service Mngt
• Delivery Support

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.

Qualified applicants will receive consideration for employment without regard to their race ethnicity ancestry color sex religion creed age national origin citizenship status disability pregnancy medical condition military and veteran status marital status sexual orientation or perceived sexual orientation gender gender identity and gender expression familial status or responsibilities reproductive health decisions political affiliation genetic information height weight or any other legally protected status or characteristics to the extent required by applicable federal state and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S. please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements and in accordance with applicable laws some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with CGIs legal duty to furnish information.