Service Delivery Manager
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Job Summary
Position Description:
At CGI we deliver mission-critical services that keep complex organisations running securely efficiently and at scale. As a Service Delivery Manager you will play a pivotal role in ensuring the performance reliability and continuous improvement of key application services driving measurable outcomes for clients. You will lead service excellence across multiple operational business services shaping delivery managing risk and ensuring compliance with SLAs and KPIs. Working within a collaborative and supportive environment you will take ownership of service performance influence strategic direction and help deliver resilient high-quality solutions that make a real difference.
CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK Best Employer by the Financial Times. We offer a competitive salary excellent pension private healthcare plus a share scheme (3.5% 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector including our Armed Forces and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and youll be part of an open friendly community of experts. Well train and support you in taking your career wherever you want it to go.
Due to the secure nature of the programme you will need to hold UK Security Clearance or be eligible to go through this clearance. This role is based in Glasgow.
Your future duties and responsibilities:
In this role you will take ownership of end-to-end service delivery across a portfolio of operational business services ensuring performance stability and continuous improvement. You will lead and support Technical Leads and application support teams overseeing service performance compliance and operational readiness while working closely with business partners and client stakeholders to deliver high-quality outcomes.
You will be accountable for SLA and KPI achievement financial management supplier coordination and service governance. From managing major incidents and escalations to ensuring data accuracy across CMDB and service records you will play a key role in maintaining service excellence while driving forward planning for upgrades patching and future demand in a collaborative delivery-focused environment.
Lead & manage end-to-end service delivery across multiple OBS/services
Oversee & support Technical Leads and application support teams
Ensure & report on SLA/KPI compliance and service performance
Manage & maintain service currency patching and upgrade roadmaps
Own & govern CMDB data accuracy across applications and services
Coordinate & manage third-party suppliers and service providers
Handle & escalate major incidents ensuring effective client communication
Act as primary interface for business partners and client service teams
Manage & track financials including BAU effort POs and renewals
Support & approve service documentation including AiS artefacts
Plan & coordinate service outages changes and maintenance activities
Participate in on-call rota for out-of-hours service support
Required qualifications to be successful in this role:
You will bring proven experience in service delivery management within complex regulated environments with strong leadership stakeholder engagement and operational management capabilities. You should be confident managing service performance financials suppliers and technical teams with a clear understanding of IT service management principles and frameworks.
You should have strong experience in
Service Delivery Management or similar roles
Proven ability to manage SLAs KPIs and service performance outcomes
Experience leading technical teams and supporting staff development and performance
Strong stakeholder management and client engagement skills
Experience managing third-party suppliers and contracts
Solid understanding of ITIL or IT service management frameworks
Experience with CMDB management and service data governance
Ability to manage financials including budgeting forecasting and invoicing
Experience handling major incidents and service escalations
Willingness to participate in an on-call rota covering nights and weekends.
#LI-SF1
Skills:
- Delivery Management
- Incident Management
- 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.
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
