Offre d'emploi Service Delivery Manager

In this role, you will take ownership of end-to-end service delivery across a portfolio of operational business services, ensuring performance, stability, and continuous improvement. You will lead and support Technical Leads and application support teams, overseeing service performance, compliance, and operational readiness while working closely with business partners and client stakeholders to deliver high-quality outcomes.

You will be accountable for SLA and KPI achievement, financial management, supplier coordination, and service governance. From managing major incidents and escalations to ensuring data accuracy across CMDB and service records, you will play a key role in maintaining service excellence while driving forward planning for upgrades, patching, and future demand in a collaborative, delivery-focused environment.

• Lead & manage end-to-end service delivery across multiple OBS/services

• Oversee & support Technical Leads and application support teams

• Ensure & report on SLA/KPI compliance and service performance

• Manage & maintain service currency, patching, and upgrade roadmaps

• Own & govern CMDB data accuracy across applications and services

• Coordinate & manage third-party suppliers and service providers

• Handle & escalate major incidents, ensuring effective client communication

• Act as primary interface for business partners and client service teams

• Manage & track financials, including BAU effort, POs, and renewals

• Support & approve service documentation, including AiS artefacts

• Plan & coordinate service outages, changes, and maintenance activities

• Participate in on-call rota for out-of-hours service support

Required qualifications to be successful in this role

You will bring proven experience in service delivery management within complex, regulated environments, with strong leadership, stakeholder engagement, and operational management capabilities. You should be confident managing service performance, financials, suppliers, and technical teams, with a clear understanding of IT service management principles and frameworks.

You should have strong experience in

• Service Delivery Management or similar roles

• Proven ability to manage SLAs, KPIs, and service performance outcomes

• Experience leading technical teams and supporting staff development and performance

• Strong stakeholder management and client engagement skills

• Experience managing third-party suppliers and contracts

• Solid understanding of ITIL or IT service management frameworks

• Experience with CMDB management and service data governance

• Ability to manage financials including budgeting, forecasting, and invoicing

• Experience handling major incidents and service escalations

• Willingness to participate in an on-call rota covering nights and weekends.

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Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…



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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.



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