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 integral 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 ser