Service Delivery Manager (NetApp)

Position Description:

At CGI were a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72000 professionals located in 40 countries. Founded in 1976 CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources expertise stability and dedicated professionals needed to achieve. At CGI were a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72000 professionals located in 40 countries. Founded in 1976 CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources expertise stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at .
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position however only candidates selected for interviews will be contacted. No unsolicited agency referrals please.

Job Title: Service Delivery Manager
Position: Associate Consultant
Location: Bangalore / India (or as applicable)
Experience: 6 years
Position ID: J0526-0176

Job Summary
The Service Delivery Manager (SDM) is responsible for ensuring that services are delivered to customers on time within scope and at the agreed service levels. The role acts as the primary interface between clients and internal delivery teams driving operational excellence customer satisfaction and continuous service improvement.

Key Responsibilities
Service Delivery & Operations
. Own endtoend service delivery for assigned accounts or programs.
. Ensure adherence to SLAs OLAs KPIs and contractual obligations.
. Monitor service performance availability and capacity.
. Drive incident problem and change management processes.
. Ensure service continuity and risk mitigation.

Client & Stakeholder Management
. Act as the single point of contact for service-related matters.
. Build strong relationships with clients and key stakeholders.
. Conduct regular service reviews QBRs and governance meetings.
. Manage escalations and ensure timely resolution.
. Communicate service performance risks and improvement plans.
. Lead and mentor delivery managers team leads and support teams.
. Coordinate with cross-functional teams.
. Manage third-party vendors and partners to ensure service quality.
. Support resource planning and utilization optimization.

Process & Continuous Improvement
. Implement and improve ITIL-based service management processes.
. Identify opportunities for automation and efficiency improvements.
. Drive root cause analysis (RCA) and preventive actions.
. Ensure compliance with internal policies and external standards (ISO SOC etc.).


Required Skills & Qualifications
Technical & Process Skills
. Strong understanding of IT Service Management (ITSM).
. Experience with ITIL frameworks (Incident Problem Change Release).
. Familiarity with tools such as ServiceNow Jira BMC Remedy etc.
. Understanding of NetApp storage support infrastructure application support
. Leadership & Soft Skills
. Excellent client-facing and communication skills.
. Strong stakeholder and escalation management capabilities.
. Proven people management and team leadership experience.
. Ability to work in high-pressure SLA-driven environments.
. Strong analytical and problem-solving skills.

Education & Certifications
. Bachelors degree in Engineering Computer Science or related field.
. ITIL Foundation / Intermediate certification (preferred).
. PMP PRINCE2 or Agile certifications (good to have).


Key Performance Indicators (KPIs)
. SLA and KPI compliance
. Customer satisfaction (CSAT / NPS)
. Escalation management effectiveness
. Service stability and incident reduction
. Cost efficiency and margin adherence
. Continuous improvement outcomes

Skills:

• Analytical Thinking
• NET App
• SAN (Storage Area Network)
• Stakeholder management
• Storage
• IT Service 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.