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Position Description
At CGI, we help deliver mission-critical services that support some of the UK's most important Space, Defence and Intelligence programmes. As a Service Delivery Manager, you will play a key role in ensuring complex support services remain reliable, available and operational throughout their lifecycle, helping customers achieve mission success while driving continual service improvement. Working as part of a collaborative team, you'll have the opportunity to take ownership of service outcomes, influence strategic supportability activities and contribute to innovative, high-value solutions in an environment that supports your professional growth and development.
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 you’ll be part of an open, friendly community of experts. We’ll 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.
Please note: This role is primarily based five days per week in our Reading office, with occasional travel to our Corsham site as required.
Your future duties and responsibilities
As a Service Delivery Manager, you will act as the Contractor Integrated Logistics Support Manager (CILSM), serving as the primary point of contact for all Integrated Logistics Support (ILS) activities across a complex defence programme. You will be responsible for planning, developing, implementing and managing the support strategy to ensure delivered systems remain supportable, maintainable, available, reliable and cost-effective throughout their operational life.
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Working closely with customers, engineering teams and operational stakeholders, you will lead service delivery activities, coordinate logistics engineering disciplines and ensure contractual obligations, industry standards and customer expectations are consistently met. You'll drive continual improvement, manage service performance, resolve complex operational issues and provide clear communication to senior stakeholders while supporting and developing your team.
Key responsibilities:
- Lead & coordinate all Integrated Logistics Support (ILS) activities across the programme.
- Manage supportability engineering and through-life support planning.
- Oversee maintenance planning to maximise system availability.
- Drive reliability, availability and maintainability (RAM) activities.
- Manage supply support, obsolescence planning and configuration management interfaces.
- Coordinate technical publications and Logistic Information Repository (LIR) activities.
- Oversee support and test equipment, packaging, handling, storage and transportation (PHS&T).
- Ensure agreed service levels are achieved and continually improved.
- Monitor and coordinate incidents, problems and changes alongside technical operations teams.
- Lead major incident calls, post-implementation reviews and root cause analysis activities.
- Produce executive-level reports and communicate service performance to key stakeholders.
- Draft and maintain service policies, standards and procedures.
- Coach, develop and schedule team members to meet agreed service levels.
- Identify process improvement opportunities and drive service excellence.
- Manage escalations and provide leadership during complex operational situations.
Required Qualifications To Be Successful In This Role
To succeed in this role, you'll bring experience managing complex IT service delivery within a defence, aerospace or similarly regulated environment. You'll have a strong understanding of Integrated Logistics Support principles, service management and stakeholder engagement, together with the leadership skills to coordinate multidisciplinary teams and deliver high-quality operational services.
Essential qualifications and experience:
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- Demonstrable experience in Service Delivery Management.
- Experience leading Integrated Logistics Support (ILS) or logistics engineering activities.
- Strong knowledge of maintenance planning and through-life support.
- Experience with Reliability, Availability and Maintainability (RAM) principles.
- Proven IT Service Management capability (ITSM Level 4 or equivalent experience).
- Strong client and stakeholder management skills.
- Leadership experience managing teams and service delivery.
- Experience coordinating incidents, problems and change management activities.
- Ability to produce clear technical and executive documentation.
- Strong communication skills with the ability to explain complex technical topics to non-technical stakeholders.
- Experience developing policies, standards and operational procedures.
- Eligibility to obtain or hold UK Security Clearance.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll 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. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
- Your work creates value. You’ll 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.
- You’ll shape your career by joining a company built to grow and last. You’ll 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.
- That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
Come join our team—one of the largest IT and business consulting services firms in the world.
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