Senior Consultant - Service Delivery

CGI • Research Triangle Park (RTP), NC

4d • Hybrid

About The Position

CGI is seeking a Senior Consultant – Service Delivery to join our team in support of a large Global Managed Services engagement. This role is ideal for a hands-on service delivery professional with experience supporting enterprise IT operations, managed services, and client-facing delivery environments. Exposure to storage and infrastructure environments is a plus. The Senior Consultant will support day-to-day service delivery operations, client coordination, SLA tracking, governance activities, and operational reporting while partnering closely with cross-functional and offshore teams to ensure high-quality service delivery and operational consistency. The ideal candidate will bring a strong combination of operational delivery experience, stakeholder management, process improvement capabilities, and collaboration skills within fast-paced, client-facing environments.

Requirements

• 8 to 10 years of experience in service delivery, IT operations, managed services, or professional services environments
• Understanding of service delivery models, SLA/KPI management, and operational governance practices
• Experience supporting distributed and offshore delivery teams in a collaborative environment
• Strong analytical, problem-solving, and organizational skills
• Experience supporting Incident, Problem, Change, and Service Management processes aligned with ITIL best practices
• Strong written and verbal communication skills with ability to interact with technical teams and client stakeholders
• Ability to manage multiple priorities in fast-paced operational environments
• Experience preparing operational reports, dashboards, and service performance metrics
• Collaborative mindset with strong attention to detail and operational discipline
• Willingness to support occasional after-hours or weekend activities as needed

Nice To Haves

• Exposure to storage and infrastructure environments is a plus
• ITIL Foundation certification or exposure to ITIL processes
• Experience supporting enterprise infrastructure or managed services environments
• Familiarity with service management and reporting tools such as ServiceNow
• Experience working within global delivery or enterprise support organizations

Responsibilities

• Support end-to-end delivery activities for professional services and managed services engagements
• Assist in ensuring services are delivered on time, within scope, and aligned with client expectations and SLA commitments
• Help coordinate incident resolution, escalations, and operational support activities across technical teams
• Collaborate with offshore and distributed delivery teams to maintain operational continuity and alignment
• Monitor delivery activities, resource allocation, utilization metrics, and operational priorities
• Support implementation and refinement of delivery processes, governance practices, and operational standards
• Assist with identifying opportunities for operational improvements and service enhancements
• Track and monitor service performance metrics including SLAs, KPIs, and operational dashboards
• Participate in service review meetings and support preparation of operational updates, trend analysis, and improvement recommendations
• Support change management and operational governance processes to ensure smooth service execution
• Assist in identifying recurring issues and coordinating corrective action plans with technical teams
• Build collaborative working relationships with internal teams, client stakeholders, and offshore delivery resources
• Provide timely updates on incidents, operational risks, service performance, and delivery activities
• Support executive and operational reporting activities through clear documentation and communication
• Coordinate across cross-functional teams to ensure alignment on priorities, timelines, and customer expectations
• Generate and analyze operational reports related to service performance, utilization, SLA adherence, and incident trends
• Conduct basic trend analysis and support root cause investigation activities for major incidents and operational challenges
• Identify opportunities to improve service delivery efficiency, governance, and customer experience
• Contribute to continuous service improvement initiatives and operational best practices

Benefits

• Competitive base salaries.
• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category.
• 401(k) Plan and Profit Participation for eligible CGI Partners.
• Flexibility and paid accrued vacation leave, ranging from 10 to 15 days per year, based on the job level, years of relevant prior experience, and years of service.
• 8 paid holidays per year & 2 floating holidays per year.
• Wellness and Well-being programs.
• Comprehensive medical, dental, and vision benefits
• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed