IT Service Manager - Space, Defence and Intelligence
At CGI, you will play a key role in shaping and managing IT service delivery that supports mission‑critical systems across the Space, Defence and Intelligence sector.
As an IT Service Manager, you will establish and optimise service management processes within secure cloud environments, ensuring consistent, high‑quality service outcomes. Working with clients, partners and technical teams, you will take ownership of service performance, drive continuous improvement and contribute innovative ideas within a collaborative and supportive environment.
Due to the secure nature of the programme, you must hold UK Security Clearance or be eligible for it. The role is based on site in Central London, 5 days a week.
Responsibilities
In this role, you will define, implement and manage IT service management processes within secure cloud environments, ensuring services are delivered consistently and meet agreed standards. You will take ownership of service governance across incident, problem, change and request management, driving operational effectiveness and continuous improvement.
Working closely with stakeholders, technical teams and partners, you will:
* Define and implement IT service management processes aligned to ITIL
* Oversee and manage incident, problem, change and request processes
* Monitor and improve service performance and operational effectiveness
* Engage and communicate with stakeholders to align service expectations
* Coordinate and support delivery across technical teams and partners
* Manage and mitigate risks, issues and service impacts
* Report and present service performance, risks and improvements
Qualifications
* Proven experience in IT service management
* Strong knowledge of ITIL frameworks and best practices
* Experience in process design and continuous improvement
* Strong stakeholder engagement and communication skills
* Experience in service performance monitoring and reporting
* Proven ability in risk and issue management
* Exposure to Oracle Cloud Infrastructure (desirable)
* Experience with service governance and compliance (desirable)
* Understanding of secure environments and compliance requirements (advantageous)
Benefits
We offer a competitive salary, excellent pension, private healthcare and a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner.
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