Position Description:
We are seeking a Service Delivery Manager/Director with professional services delivery experience to join our CGI team in support of a large Global Managed Services project. Storage and infrastructure knowledge is nice to have.
This role is accountable for delivering high-quality services, driving operational excellence, and leading a high-performing field delivery team. You will oversee end-to-end service delivery for our client, responsible for day-to-day operations, client management and team management – with a strong emphasis on governance, consistency, and performance. In addition, you will partner closely with offshore teams to ensure delivery continuity, alignment, and seamless execution across global resources.
The ideal candidate combines strong leadership capabilities with hands-on delivery oversight, customer engagement skills, and the ability to scale service operations in a fast-paced, client-facing environment.
Work Location : Preference for candidates located near Research Triangle Park (RTP)- Raleigh / Durham / Cary / Morrisville / Chapel Hill or San Jose, CA. If close to a CGI office, the individual should be willing to attend in-person stakeholder meetings as needed and work from the CGI office two days per week.
Your future duties and responsibilities:
1.Service Delivery Leadership
a.Own end-to-end delivery oversight of professional services engagements performed.
b.Ensure services are delivered on time, within scope, and aligned to client expectations/SLAs.
c.Function as the primary escalation point for delivery issues, driving timely resolution and continuous improvement.
d.Ability to identify opportunities to expand services or scope.
e.Manage team workload based on client priorities to ensure deadlines are met.
f.Provide oversight and partner with our offshore team to ensure delivery continuity and governance.
g.Plan, monitor, and report on delivery status and performance to management and collaborators.
h.Monitor utilization, forecasting, and allocation.
i.Implement and refine delivery processes, methodologies, and best practices to improve efficiency and consistency.
j.Contribute to strategic planning around service delivery growth, scalability, and capability expansion.
2.Service Delivery Management (SDM) Functions
a.Monitor and track service levels (SLAs, KPIs), ensuring alignment with contractual commitments.
b.Contribute to regular review meetings by identifying trends, highlighting recurring issues, and recommending service delivery improvements.
c.Support change management processes to ensure changes are effectively executed.
3.Communication & Stakeholder Management
a.Build strong relationships with key stakeholders to ensure alignment on expectations, priorities, and performance.
b.Participate in business reviews by presenting delivery performance, insights, and improvement plans.
c.Provide timely and effective updates to customers, executives, and internal teams on incident progress, impact, and resolution timelines.
4.Reporting & Continuous Improvement
a.Generate and analyze service performance reports, tracking metrics, KPIs and SLA adherence.
b.Conduct trend analysis on Major Incidents, identifying recurring issues and working with technical teams to mitigate risks.
c.Identify opportunities to improve/enhance both service design and delivery, to increase customer value.
Required qualifications to be successful in this role:
•8 to 12 years of experience in service delivery, professional services, or IT consulting environments.
•Solid understanding of professional services delivery models, SLAs, and utilization metrics.
•Understanding of storage and infrastructure nice to have
•Proven history managing field-based delivery teams.
•Demonstrated experience providing oversight and collaborating with offshore delivery teams.
•Experience working with or within infrastructure services organizations.
•Strong problem-solving and decision-making skills in complex delivery scenarios.
•Experience establishing effective communication cadences, governance frameworks, and escalation paths in a global delivery environment.
•Ability to foster a high-performance culture focused on quality, customer satisfaction, and operational discipline.
•Knowledge of Incident, Problem, Change, and Service Management processes under ITIL best practices.
•Availability for occasional night and weekend work may be required.
•Strong analytical and problem-solving mindset with a focus on service improvement.
•Exceptional communication and stakeholder management skills.
•Ability to lead and coordinate diverse technical teams.
•Diligence in reporting and data analysis.
CGI anticipates accepting applications through May 30,2026.
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $79,300.00 - $169,700.00.
At CGI we call our professionals “CGI Partners” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:
• Competitive base salaries.
• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category.
• 401(k) Plan and Profit Participation for eligible CGI Partners.
• Flexibility and paid accrued vacation leave, ranging from 10 to 15 days per year, based on the job level, years of relevant prior experience, and years of service.
• 8 paid holidays per year & 2 floating holidays per year.
• Wellness and Well-being programs.
• Comprehensive medical, dental, and vision benefits
• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more.
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What you can expect from us:
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.
Come join our team—one of the largest IT and business consulting services firms in the world.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.
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