Position Description:
At CGI, we design and deliver next-generation digital services that enable organisations to operate with resilience, efficiency and confidence. As a Service Management SME within our Scotland & Northern Ireland business, you will shape the service models that underpin major transformation programmes, ensuring operational excellence from day one. Acting as Service Lead on strategic bids, you will combine deep service management expertise with commercial insight to create scalable, high-performing solutions aligned to client outcomes. This is an opportunity to influence complex deals, strengthen our regional growth and collaborate with talented colleagues to turn service strategy into measurable, sustainable results.
CGI was recognised in the Sunday Times Best Places to Work List 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 nature of some engagements, you may be required to undergo UK Security Clearance. This is a hybrid position, with a strong preference for candidates based in Northern Ireland, though travel to NI will be supported where required.
Your future duties and responsibilities:
In this role, you will act as Service Lead on large, strategic bids and transformation opportunities, designing end-to-end service management models that align operational performance with client strategy. You will interpret business requirements and translate them into scalable service frameworks, defining SLAs, KPIs, governance structures and transition approaches that ensure resilient, high-quality service delivery. Working closely with bid, commercial and delivery teams, you will develop cost-effective, executable propositions that differentiate CGI in competitive processes.
You will establish governance, risk and assurance mechanisms, oversee service transition and mobilisation, and embed continuous improvement practices that enhance customer satisfaction and long-term value. Through clear stakeholder engagement and strong operational leadership, you will strengthen CGI’s service capability across Scotland, Northern Ireland and beyond.
Key responsibilities:
• Design & Shape: Develop end-to-end service management models for strategic bids.
• Align & Translate: Convert client operational needs into structured service frameworks.
• Mobilise & Transition: Lead service transition planning and implementation.
• Govern & Assure: Establish SLAs, KPIs, reporting and compliance controls.
• Manage & Mitigate: Identify and address service delivery risks and dependencies.
• Engage & Influence: Build trusted relationships with stakeholders and suppliers.
• Improve & Optimise: Drive continuous service improvement and best practice adoption.
Required qualifications to be successful in this role:
To succeed, you will bring significant experience in service management within complex IT and transformation environments, ideally with exposure to pre-sales and bid support. You will combine strong operational expertise with commercial awareness, demonstrating the ability to design practical, scalable service models aligned to client outcomes. Excellent stakeholder engagement and governance capability are essential.
Essential qualifications:
• You should have extensive experience in IT Service Management, ideally aligned to ITIL best practice.
• Proven experience supporting bids or competitive dialogue processes.
• Strong experience designing service models, SLAs, OLAs and KPI frameworks.
• Demonstrated ability to manage service transition and mobilisation activities.
• Experience establishing governance, risk and assurance mechanisms.
• Excellent stakeholder communication and influencing skills.
• Ability to travel to Northern Ireland as required (NI-based candidates preferred).
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Skills:
1. Business Development
2. Transition Management
3. Transition management