Director Consulting Delivery

Position Description:

This is an exciting time for CGI and we want you to be part of it. We are Canadas largest independent information technology services firm and were still growing! Were expanding in Atlantic Canada and we need your skills enthusiasm and dedication as part of our team. Your future duties and responsibilities. Reporting to the engagement Vice President this individual will be responsible for operational service delivery for a client engagement.

Your future duties and responsibilities:

Reporting to the engagement Vice President this individual will be responsible for operational service delivery for a client engagement
Member of the AGDC management team
Provide leadership for all service delivery functions for engagement
Act as primary point of contact to client and business unit leadership on all operational matters
Responsible for quality in CGIs components of client applications
Responsible for coordinating 3rd party internal and external suppliers as they relate to operations and service delivery
Ensure quality services are delivered client expectations are met and business opportunities are maximized
Responsible for SLA management
Responsible for operations customer satisfaction


Specific Responsibilities by Area:

Financial
Advise engagement Vice-President and Finance of any changes to services that will cause a change in billings
Research variances / anomalous charges to P&L
Prepare Statements of Work and Change Requests for operational service additions / changes as required
Manage engagement profitability to agreed-upon targets
Conduct and/or participate in financial reporting relationship management client resolution and annual pricing reviews as required

Growth
Advise client of new services available
Provide suggestions to client and business unit leadership for changes &/or growth in services
Advise engagement Vice President of any known upcoming sales &/or growth opportunities within the account
Assist the business development team in proposal generation and content for operational matters
Expand the Managed Services business by deepening relationships with existing clients and extending NextGen Managed Services offerings to the broader client base.
Leverage ERP expertise to expand enterprise application services across large global clients with the potential to establish a formal practice.

Service Excellence
Ensure delivery activities fall within the expected SLA
Take leadership with respect to Issues & Resolutions/Status
Ensure engagement compliance with any CGI or client quality or audit requirements
Drive operational improvements
Prepare corporate and balanced score card reports including action plans for issues and risks
Work with delivery organization to ensure changes and work requests are completed in the appropriate timeframes
Maintain escalation lists that can be used by delivery teams operations and Client Services
Participate in projects to establish frameworks SLA and ensuring proper operational readiness

Partner Management
Manage delivery teams
Conduct Partner management activities for team members
Responsible for training mentoring and coaching team members

Business Unit & Customer Communication
Facilitate Operations meetings with the client
Act as primary point of contact for operational issues and communications internally within CGI and client and incident management teams
Manage relationship with client Operations Director
Negotiate SLAs

Incident/Problem/Change Management
Lead incident management resolution for high severity incidents including ownership for:
Communication
Resolution
Root Cause (problem management)
Corrective Action
Approve changes to operational environment

Required qualifications to be successful in this role:

At least 5 years of experience in IT operations management (application and/or infrastructure support) in a leadership role
Strong understanding and implementation of quality methodologies
Experience with client relationship management
Experience working within a consulting environment or on an outsourcing engagement would be an asset
Experience working with senior levels / executives of an organization
College diploma or University degree in a related field
Must be willing to perform on-call duties as part of management responsibilities


#LI-SSCGI

Skills:

• Business Development
• Client Management
• Communications Management
• Conflict Resolution
• Delivery Management
• Financial Services
• Leadership

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.

At CGI we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer being able to perform your best during the recruitment process is important to us. If you require an accommodation please inform your recruiter.

To learn more about accessibility at CGI contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

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