Position Description Join CGI! Would you like to be part of one of the world's five largest IT and business consulting services companies? At CGI, we are looking for a Service Delivery Manager (SDM) to join an international project.

Requirements: Bachelor’s degree in Computer Science, Software Engineering, Information Systems or a related field.

Conversational English level B2 or higher.

6 to 8 years of IT Infrastructure Project or Service Delivery Management experience.

2+ years leading or supervising global infrastructure teams.

5+ years of experience in:

Incident & Crisis Management

ITIL Service Management

Client Management

Stakeholder Management

Risk & Escalation Management

Experience supporting enterprise storage infrastructure environments is preferred

Must Have Skills

IT Service Delivery Management

Infrastructure Operations

Major Incident Management

ITIL Incident, Problem & Change Management

Service Level Management (SLA/KPI management)

Client Relationship Management

Stakeholder Management

Team Leadership

Escalation Management

Root Cause Analysis (RCA)

Operational Reporting & Service Metrics

Risk Management

Project Coordination

Global Team Management

Excellent written and verbal communication Responsibilities: Own end-to-end delivery of Infrastructure Services for a large global managed services engagement.

Serve as the Service Owner for enterprise-wide IT services delivered by the global operations team.

Lead and coordinate 24x7 infrastructure service delivery operations across geographically distributed teams.

Take ownership of Severity/Priority 1 incidents, driving resolution using ITIL Incident Management best practices.

Act as the Single Point of Contact (SPOC)



during major incidents, coordinating technical teams, vendors, and business stakeholders.

Monitor service delivery performance, ensuring SLAs and KPIs are consistently achieved.

Manage client relationships through regular service review meetings and executive communications.

Coordinate incident management, root cause analysis (RCA), change management, and continual service improvement initiatives.

Generate operational reports, analyze service metrics (including MTTR and SLA compliance), and identify opportunities for automation and operational improvements.

Lead, mentor, and manage a general team of infrastructure engineers while balancing workload, priorities, and customer expectations.

Nice to have: Storage Infrastructure knowledge

PMP certification

ITIL v3 or ITIL 4 certification

Automation and monitoring improvement initiatives

ServiceNow or other ITSM platforms

Continuous Service Improvement (CSI)

Experience supporting 24x7 operations

Executive reporting and presentation skills Additional Skills: Strong Service Delivery Leadership – Proven ability to manage global infrastructure operations while ensuring SLA compliance and customer satisfaction.

Exceptional Incident & Stakeholder Management – Able to confidently lead high-severity incidents, coordinate cross-functional teams,



and communicate effectively with both technical teams and executive stakeholders.

Operational Excellence & Continuous Improvement – Focused on improving service quality through reporting, trend analysis, automation, and process optimization. Apply now! Your future duties and responsibilities Required Qualifications To Be Successful In This Role 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.

📌 Infrastructure Operations Service Delivery Manager (Bogotá)
🏢 CGI
📍 Bogotá