Position Description:
At CGI, we deliver critical services that help our clients achieve lasting business success. As a Senior Service Delivery Manager, you'll lead the delivery and continual improvement of complex service contracts, working closely with clients and internal teams to drive operational excellence, service innovation, and measurable outcomes.
This is an opportunity to take ownership of key client relationships, influence service strategy, and contribute to business growth while being supported by a collaborative and inclusive team that values your expertise and development.
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, and a share scheme (3.5% + 3.5% matching) that makes you a CGI Partner, not just an employee.
This is a hybrid role.
Your future duties and responsibilities:
In this role, you will lead the delivery of multiple service contracts, ensuring services meet agreed performance targets, deliver value to clients, and continuously improve over time. You'll work with senior stakeholders to manage service performance, financials, governance, and change while helping identify opportunities for service growth and innovation.
•Lead service delivery across complex client environments
•Manage SLA performance, service reporting, and governance
•Drive continual service improvement initiatives
•Build trusted relationships with senior client stakeholders
•Manage budgets, forecasting, and commercial performance
•Support service transitions, changes, and operational improvements
•Identify opportunities for contract growth and renewal
•Coach and develop team members to achieve their potential
•Manage risks, issues, and service-related dependencies
Required qualifications to be successful in this role:
You'll bring strong Service Delivery Management experience, excellent stakeholder engagement skills, and a passion for delivering outstanding client outcomes. You will be comfortable operating in complex environments, balancing operational, commercial, and customer priorities.
•Experience managing complex IT or managed service contracts
•Strong client-facing and senior stakeholder management skills
•Proven experience driving service improvement programmes
•Financial and commercial management experience
•Strong understanding of service governance and risk management
•Experience with deployment and release coordination
•Excellent communication, leadership, and collaboration skills
•ITIL V4 Foundation (ITIL V4 Service Management desirable)
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Skills:
1. Client management
2. Contract Management
3. Delivery management
4. ITIL
5. Mentoring and coaching
6. Release Management
7. Stakeholder management
8. Financial management