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Service Delivery Manager

CGI Group

This is a Contract position in Toronto, ON posted January 6, 2022.

Meet our professionals

Canada-That’s CGI

Position Description:

We are looking for a self-motivated, career driven, ambitious, candidate, experienced in IT service management with good communication skills and strong drive to deliver results and to grow a career in IT Infrastructure domain.

The ideal candidate will work closely with Director of Client Engagement and Service Delivery as well as internal and external clients for one or multiple accounts. If you are a driver in building client relationships with a strong IT consulting background, this will be the role for you.

Your future duties and responsibilities:

• Acts as the primary point of contact for day-to-day client service delivery.

• Responsible for management and delivery of infrastructure services.

• Responsible for delivery of contracted services to clients of a large account or a group of accounts to ensure that SLAs (service level agreements) as defined in the relevant contracts are met.

• Responsible for quality of services, adherence to service level agreement (SLA) of all operations services delivered under the SLA.

• Builds and maintains strong client relationships, and participates in client meetings regarding performance to ensure client satisfaction.

• Ensures that operational teams and subcontractors maintain a clear understanding of the client’s needs, and provides day-to-day client advice and support.

• Promotes the CGI capabilities to clients, identifies opportunities for Client Delivery Leader and works to achieve contract extension or to win additional business within the account(s).

• May provide consulting services to clients in specific domain of expertise to provide leadership and guidelines to achieve CGI’s goals and objectives.

• Provides support and/or technical expertise to client in a specific domain (contract management, SLA reporting/billing).

• Participates in identifying improvement to enhance client engagement.

• Interacts directly with the clients to discuss and resolve administrative issues.
• People Leadership – you have led a team of skilled IT professionals, successfully developed and coached people to grow in their careers (personally and professionally)

Required qualifications to be successful in this role:

Experience and Education:

• Must have 10 or more years of IT Client Service Management and/or IT Service Delivery Management experience.
• University degree or college diploma in a relevant field- Technology/Computer Science/Project management.

Other qualities:

• IT Service management background with strong exposure to infrastructure technologies.
• You have the drive required to achieve goals and to maneuver with agility in a large global organization.
•You work well with senior executives and all levels alike.
•You are keen with new emerging technologies.
• Must have demonstrated strong technical leadership, interpersonal skills and organizational abilities in large/complex engagements.
• Must have exceptional judgment and innovative problem-solving skills.
• Ability to deal with aggressive timelines and the associated pressure.
• Experience using a ticket management system such as Remedy.
• Proficiency with MS-Office (Project, Excel, Word, PowerPoint, Visio).
• Comfortable conducting meetings, presenting and leading issue-resolution with management and senior management at the client and internally.
• Excellent verbal and written communication skills in English.
• Should be detail oriented with high standards for quality of work.
• Should be able to write clear and concise documentation and generate reports for management and clients.
• Should possess excellent analytical and presentation skills.
• Should possess good understanding understand IT Service management methodologies, tools and processes involved.
• Should possess good understanding of project management methodologies and frameworks.
• Should be an excellent team player and collaborator with leadership acumen.
• Should be able to negotiate and resolve conflicts in client sensitive situations;
• Should be able to communicate with customers, executives and IT technical specialists in professional business language.

Other preferred Technical Skills:

• ITSM or ITIL certified
• CISM Trained or certified an advantage
• COBIT certification an added advantage
• Project management certification an added advantage
• Exposure to ITSM tools – Remedy, Service Now…etc
• Knowledge of IT Service Management practices and ITIL model especially IT Service Operation, Design and Transition Experience and strong understanding with some of the following:
• Datacenter networking
• Storage (SAN and NAS) and Backup technologies
• Physical server hardware
• Monitoring solutions
• Network Security Technologies such as (Firewalls, SecurID, ESM/VA Tools, LOG ANALYSIS, NIDS, HIDS, VPN, Authentication).
• Identity Management.
• Databases (SQL, Oracle, Sybase).
• Techniques and technologies required for High Availability and Disaster Recovery.

• Project Management
• Service Development & Mgmt.


  • Project Management
  • Service Delivery Management

What you can expect from us:

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at

No unsolicited agency referrals please.

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.