Job Vacancy Service Delivery Manager - MIM & Problem

In this role, you will take ownership of service delivery across Major Incident Management (MIM) and Problem Management, ensuring engagements deliver against client expectations, commercial objectives and service commitments. You’ll build trusted relationships with clients, VPs, Directors, suppliers and partner organisations, identifying opportunities to improve services, increase efficiency and introduce innovative, experience-led approaches.

You will also lead and develop a team of approximately 15–30 CGI Partners, creating an environment where people can perform at their best and progress their careers. Supported by CGI’s wider community of experts, you’ll bring new ideas to service delivery, develop expertise in XLAs and experience management, and collaborate with the XLA Institute to turn emerging thinking into better client and user outcomes.

• Lead & Improve: Own Major Incident and Problem Management delivery, driving service quality, resilience and continual service improvement.

• Build & Influence: Develop trusted senior client relationships and engage confidently with VPs, Directors and key stakeholders.

• Innovate & Evolve: Identify opportunities for innovation, efficiency and experience-led services, including XLAs.

• Deliver & Govern: Ensure engagements achieve agreed time, budget, quality and client satisfaction objectives while managing risks and issues.

• Lead & Develop: Manage recruitment, resource planning, performance, coaching, mentoring and career development for CGI Partners.

• Collaborate & Deliver: Manage suppliers and partner organisations to support consistent, high-quality service outcomes.

• Manage & Optimise: Monitor financial and resource performance, including costs, recoveries, utilisation and cost models for new bids.

• Advise & Share: Act as a trusted advisor, stay current with industry developments and share expertise across CGI.

• Present & Engage: Deliver compelling presentations to existing and prospective clients, including visits to CGI’s Service Desk in Bridgend.

Required qualifications to be successful in this role

You’ll bring substantial IT service delivery leadership experience, with strong knowledge of Major Incident Management, Problem Management and ITIL-aligned environments. You should be comfortable combining people leadership with client engagement, operational governance and commercial responsibility, while demonstrating the curiosity to challenge established approaches and the collaborative mindset to help colleagues succeed.

• Strong experience in IT Service Delivery Management, ideally within complex enterprise or managed-service environments.

• Strong knowledge of Major Incident Management and Problem Management, including continual service improvement practices.

• Good understanding of ITIL principles, service management frameworks and operational governance.

• Proven people leadership experience, including coaching, performance management, resource planning and career development.

• Excellent client and stakeholder management skills, with the credibility to influence senior stakeholders.

• Strong supplier and partner management capability across multi-party service environments.

• Commercial and financial awareness, including budgets, utilisation, cost management and contract considerations.

• Proven ability to identify and deliver service improvements, efficiencies and innovative solutions.

• Strong presentation and communication skills, with confidence presenting to clients and senior stakeholders.

• An interest in experience-led service management, including XLAs and evolving industry practices.

• Ability to work regularly from or near CGI’s Waterton, Bridgend office, supporting client visits and presentations.

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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.



That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.



Come join our team—one of the largest IT and business consulting services firms in the world.