Job Vacancy Service Management SME

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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