Service Delivery Manager ODC
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Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Position Description:
Company Profile:
Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .
Job Title: Service Delivery Manager - ODC
Position: Manager Consulting
Experience: 8 yrs
Category: IT Infrastructure
Main location: Bangalore
Position ID: J0226-1392
Employment Type: Full Time
Qualification: Bachelors degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Job Description:
Job Title: Service Delivery Manager (ODC US Shift)
Location: Hyderabad
Work Mode: 5 Days Work from Office (ODC)
Shift: Early US Hours
Role Overview
We are seeking an experienced Service Delivery Manager (SDM) to lead end to end service delivery from our Hyderabad ODC working early US hours and serving as the main liaison with US stakeholders. The ideal candidate should have strong ITSM expertise hands-on experience with ServiceNow and solid knowledge of IAM technologies particularly ForgeRock and/or Ping Identity.
Key Responsibilities
Lead end-to-end service delivery for IAM & ITSM operations ensuring SLA/KPI adherence stability and continuous improvement.
Act as SPOC for US stakeholders (early US hours) and manage service reviews escalations major incidents and problem management.
Govern ServiceNow processes (Incident/Problem/Change/Request) ticket quality reporting dashboards and CMDB hygiene.
Oversee IAM operations for ForgeRock/Ping (SSO MFA federation lifecycle compliance audits).
Manage offshore L1L3 teams capacity and performance; ensure process/documentation standards.
Drive risk management audits SOP/knowledge maintenance and executive reporting.
Required Qualifications
10 years IT experience with 46 years in Service Delivery Management.
Strong ITIL and ITSM background (ServiceNow hands-on).
Good understanding of IAM (ForgeRock/Ping SSO OAuth OIDC SAML MFA).
Experience supporting US clients/ODC operations and working early US hours.
Required Skills
Strong stakeholder management communication and decision-making.
Expertise in SLAs/KPIs service metrics and ITSM reporting (dashboards trends executive reports).
Understanding of Dev/QA service governance workflows and release/change coordination.
Strong escalation and risk management capabilities.
Preferred
ITIL certifications; PMP/Prince2 a plus.
Exposure to SOX/ISO27001/SOC2 and enterprise environments.
Experience in IAM modernization/cloud IAM programs.
Core Competencies
Customer-first mindset
Operational excellence
Leadership and team management
Analytical thinking
Executive communication
What We Offer
High-visibility ODC role with direct US stakeholder exposure.
Leadership opportunity in a growing IAM & ITSM practice.
Strong career growth in Service Delivery & Identity Management.
Life at CGI:
It 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 team one of the largest IT and business consulting services firms in the world
Skills:
- Delivery Management
- English
- Finance
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.
Required Experience:
Manager
Key Skills
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
