Position Description:
At CGI, you’ll play a central role in ensuring our clients’ services run seamlessly, delivering operational stability and service excellence every day. You will act as a trusted partner, strengthening client relationships, managing incidents with precision, and driving service improvements that make a measurable difference to business outcomes. By combining a deep understanding of service delivery with opportunities to broaden your knowledge across cloud platforms, you’ll be empowered to shape client success, bring forward new ideas, and build a career where collaboration and innovation thrive.
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 secure nature of the programme, 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 provide day-to-day service oversight for one or more clients, ensuring issues are managed effectively and that services are delivered in line with agreed SLAs. You will be the link between our clients and technical teams, maintaining accurate service records and ensuring incidents are resolved with professionalism and care.
You’ll also have the opportunity to influence continuous improvement, identifying ways to enhance processes and service outcomes. While you’ll engage with cloud platforms such as AWS and Azure, your main focus will be on service management, incident handling, and building strong, trust-based client relationships.
Key responsibilities include:
Provide operational oversight and client-facing service management
Build strong, collaborative relationships with client stakeholders
Triage and manage incidents, ensuring SLA compliance and client satisfaction
Maintain high-quality documentation and service records
Escalate and coordinate with technical teams to drive swift resolution
Identify opportunities to improve processes and efficiency
Contribute to Agile ways of working within service delivery teams
Participate in an on-call support rota when required
Required qualifications to be successful in this role:
To succeed, you should bring proven experience in IT service or support roles, strong incident management skills, and a confident ability to engage with clients. Experience with ITSM tools and frameworks, alongside exposure to cloud environments, will help you thrive in this role.
You should have:
Experience in Level 2 IT support, service delivery, or service management
Strong incident triage, problem-solving, and escalation skills
Familiarity with ITIL principles; release management experience is an advantage
Hands-on use of ITSM tools (e.g., ServiceNow, Jira, Service Desk)
Understanding of cloud platforms (AWS, Azure) desirable
Strong communication and client engagement abilities
A proactive mindset to drive continuous service improvement
Skills:
1. Cloud Computing
2. Quality Management
3. Amazon CloudFront