Service Delivery Manager

CGI • Research Triangle Park (RTP), NC

9d • Hybrid

About The Position

We are seeking a Service Delivery Manager/Director with professional services delivery experience to join our CGI team in support of a large Global Managed Services project. Storage and infrastructure knowledge is nice to have. This role is accountable for delivering high-quality services, driving operational excellence, and leading a high-performing field delivery team. You will oversee end-to-end service delivery for our client, responsible for day-to-day operations, client management and team management – with a strong emphasis on governance, consistency, and performance. In addition, you will partner closely with offshore teams to ensure delivery continuity, alignment, and seamless execution across global resources. The ideal candidate combines strong leadership capabilities with hands-on delivery oversight, customer engagement skills, and the ability to scale service operations in a fast-paced, client-facing environment. Work Location : Preference for candidates located near Research Triangle Park (RTP)- Raleigh / Durham / Cary / Morrisville / Chapel Hill or San Jose, CA. If close to a CGI office, the individual should be willing to attend in-person stakeholder meetings as needed and work from the CGI office two days per week.

Requirements

• 8 to 12 years of experience in service delivery, professional services, or IT consulting environments.
• Solid understanding of professional services delivery models, SLAs, and utilization metrics.
• Proven history managing field-based delivery teams.
• Demonstrated experience providing oversight and collaborating with offshore delivery teams.
• Experience working with or within infrastructure services organizations.
• Strong problem-solving and decision-making skills in complex delivery scenarios.
• Experience establishing effective communication cadences, governance frameworks, and escalation paths in a global delivery environment.
• Ability to foster a high-performance culture focused on quality, customer satisfaction, and operational discipline.
• Knowledge of Incident, Problem, Change, and Service Management processes under ITIL best practices.
• Availability for occasional night and weekend work may be required.
• Strong analytical and problem-solving mindset with a focus on service improvement.
• Exceptional communication and stakeholder management skills.
• Ability to lead and coordinate diverse technical teams.
• Diligence in reporting and data analysis.

Nice To Haves

• Storage and infrastructure knowledge is nice to have

Responsibilities

• Own end-to-end delivery oversight of professional services engagements performed.
• Ensure services are delivered on time, within scope, and aligned to client expectations/SLAs.
• Function as the primary escalation point for delivery issues, driving timely resolution and continuous improvement.
• Ability to identify opportunities to expand services or scope.
• Manage team workload based on client priorities to ensure deadlines are met.
• Provide oversight and partner with our offshore team to ensure delivery continuity and governance.
• Plan, monitor, and report on delivery status and performance to management and collaborators.
• Monitor utilization, forecasting, and allocation.
• Implement and refine delivery processes, methodologies, and best practices to improve efficiency and consistency.
• Contribute to strategic planning around service delivery growth, scalability, and capability expansion.
• Monitor and track service levels (SLAs, KPIs), ensuring alignment with contractual commitments.
• Contribute to regular review meetings by identifying trends, highlighting recurring issues, and recommending service delivery improvements.
• Support change management processes to ensure changes are effectively executed.
• Build strong relationships with key stakeholders to ensure alignment on expectations, priorities, and performance.
• Participate in business reviews by presenting delivery performance, insights, and improvement plans.
• Provide timely and effective updates to customers, executives, and internal teams on incident progress, impact, and resolution timelines.
• Generate and analyze service performance reports, tracking metrics, KPIs and SLA adherence.
• Conduct trend analysis on Major Incidents, identifying recurring issues and working with technical teams to mitigate risks.
• Identify opportunities to improve/enhance both service design and delivery, to increase customer value.

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: Mid Level
• Education Level: No Education Listed