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 integral 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 inci