CGI
Service Delivery Manager
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Position Description
Shape the stability, performance, and evolution of critical client services at CGI. As a Service Delivery Manager, you’ll provide the operational leadership that enables our technical specialists to perform at their best, connecting clients, CGI teams, and third-party suppliers across a complex service environment. You’ll take ownership of service health and operational risk, bring clarity to major incidents and competing priorities, and identify opportunities to continually improve how services are delivered. With the autonomy to influence outcomes and challenge constructively, you’ll be backed by collaborative colleagues and CGI expertise as you strengthen client relationships, protect service stability, and demonstrate the lasting value our teams deliver.
CGI was recognized 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 program, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position.
Your future duties and responsibilities
In this role, you will act as the operational link between the client, CGI delivery and support teams, and third-party suppliers. You’ll take ownership of service health, operational risk, governance, and stakeholder communication, ensuring CGI delivers against its agreed Statement of Work. You’ll build trusted relationships with senior stakeholders, provide clear and factual service information, and ensure risks, priorities, and contractual boundaries remain visible.
A key part of your role will be creating the conditions for technical teams to succeed. You’ll remove operational blockers, manage competing priorities, and protect specialist capacity while coordinating major incidents, problems, transitions, and continual service improvements. Working alongside supportive CGI colleagues and partner organizations, you’ll use evidence and sound judgment to navigate complex multi-supplier environments, identify smarter ways of working, and maintain service stability through periods of pressure and change.
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- Lead & Govern: Act as CGI’s primary Service Management contact, maintaining oversight of service health, performance, risks, and operational governance.
- Engage & Influence: Build trusted relationships with client Product Owners, Delivery Managers, Business Analysts, and senior stakeholders.
- Enable & Support: Remove operational barriers, manage competing demands, and help technical specialists remain focused on service stability and complex investigations.
- Manage & Resolve: Coordinate CGI activities during Major Incidents and Problem Management, ensuring investigations are evidence-based, and Post Incident Reviews drive meaningful action.
- Coordinate & Clarify: Work across a multi-supplier environment to establish accountability, coordinate investigations, and ensure issues reach the appropriate teams.
- Protect & Deliver: Maintain a strong understanding of the Statement of Work, managing out-of-scope requests appropriately and protecting CGI’s contractual position.
- Improve & Innovate: Drive continual service improvement, including opportunities for automation, shift-left, monitoring, observability, documentation, and knowledge sharing.
- Transition & Stabilise: Coordinate service transitions, knowledge transfer, operational readiness, and onboarding while safeguarding continuity.
- Report & Communicate: Deliver clear service reporting, including Quarterly Business Reviews, translating technical information into business-focused insights.
- Collaborate & Develop: Work with peer Service Managers to share knowledge, provide service cover, and continuously strengthen the operating model.
- Support Commercial Outcomes: Where required, contribute to resource forecasting, financial governance, revenue and margin reporting, and invoice validation.
- Champion Sustainability: Maintain open communication with technical teams, raise capacity concerns, and support sustainable workloads during periods of operational pressure.
Required Qualifications To Be Successful In This Role
You should bring strong IT Service Management expertise and the confidence to operate with senior stakeholders in complex, multi-supplier environments. You’ll combine commercial awareness with structured operational leadership, using evidence and sound judgment to manage risk, incidents, and contractual boundaries. You don’t need to be the technical expert, but you should be comfortable understanding technical issues and translating them into clear business language.
- Strong IT Service Management and ITIL knowledge and experience.
- Proven client and stakeholder management skills, including confidence working directly with senior stakeholders.
- Strong Major Incident and Problem Management capability, including Post Incident Reviews and improvement actions.
- Experience operating within complex multi-supplier environments and coordinating activity across organizational boundaries.
- Experience of service transition, knowledge transfer, and operational readiness.
- Strong governance, operational risk management, and service reporting capabilities.
- Commercial awareness, with an understanding of Statements of Work, contractual scope, and service boundaries.
- Ability to understand technical information and translate complex issues into clear, business-focused communication.
- Calm, structured decision-making, and the ability to maintain clarity during major incidents and periods of operational pressure.
- Strong organization, attention to detail, and the confidence to challenge assumptions constructively using evidence.
- Collaborative leadership skills, with the ability to influence outcomes without relying on direct authority.
- Strong emotional intelligence and the ability to recognize capacity, workload, and wellbeing considerations within technical teams.
- Ability to identify and drive continual service improvement, including automation and operational efficiency opportunities.
- Willingness to travel to client sites when required.
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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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