Service Delivery Manager

Job summary

Lead end-to-end managed IT service delivery, ensuring contractual commitments, service levels, client satisfaction, and operational performance are met. Manage client relationships and governance, oversee service reviews and escalations, and drive compliance, risk mitigation, and continuous improvement across delivery teams.

Job details

Position Description This is a great opportunity to join our CGI Services to Credit Union team providing IT services to our credit union clients. The Service Delivery Manager (SDM) is responsible for the end to end delivery of managed IT services, ensuring achievement of contractual service levels, client satisfaction, operational excellence, and continuous service improvement. The SDM serves as the primary point of contact for the client, providing leadership, governance, escalation management, financial oversight, and coordination across technical and support teams. The role requires strong ITIL service management expertise, stakeholder management capabilities, and experience managing complex enterprise environments and support operations. Your future duties and responsibilities Own end to end SLA governance and contractual service commitments. Monitor service performance against SLA, KPI, and SLO targets. Analyze SLA trends, identify risks, and implement corrective action plans. Lead service reviews and performance reporting with client stakeholders. Drive service improvement initiatives to enhance SLA attainment. Manage service credits, penalty avoidance strategies, and contractual compliance. Ensure operational teams maintain required service levels and procedures. Client Relationship Management Serve as the executive point of contact for client stakeholders. Build trusted relationships across business and IT leadership. Manage escalations through effective stakeholder engagement. Conduct Monthly Operational Reviews (MOR), Quarterly Business Reviews (QBR), and Executive Steering Committees. Gather client feedback and translate business needs into delivery priorities. Governance & Compliance Establish and maintain a joint client governance framework. Ensure adherence to contractual obligations, policies, and compliance requirements. Maintain service risk registers and mitigation plans. Lead audits, health checks, and delivery assurance reviews. Facilitate strategic governance discussions and decision making forums. Service Delivery Oversight Partner with Service Delivery Managers and tower leads to ensure high quality delivery. Oversee incident, problem, change, and request management performance. Ensure transition, transformation, and operational initiatives are successfully executed. Drive automation, operational efficiency, and continuous improvement programs. Required Qualifications To Be Successful In This Role 7+ years of experience managing IT infrastructure, managed services, or application support environments. Experience within the financial services, core banking and credit union domains Proven experience leading service delivery teams and client engagements. ITIL Certification and Process Expertise ITIL Foundation (minimum) with strong knowledge of Incident, Problem, Change, Request, and Service Level Management. Experience implementing and improving ITIL processes. Client and Stakeholder Management Demonstrated ability to build strong client relationships, manage escalations, conduct service reviews, and ensure SLA compliance. Strong communication and presentation skills. Technical and Cloud Knowledge Understanding of enterprise infrastructure, cloud platforms (Azure/AWS), Microsoft 365, and service management tools. Experience supporting multi tier environments and managed services operations. Commercial and Governance Management Experience managing contracts, service reporting, financial performance, risk management, and continuous service improvement. Understanding of service transition, governance, and operational excellence. CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $85,000-$160,000 CAD. This role is an existing vacancy. 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. At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter. 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. To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries. Come join our team—one of the largest IT and business consulting services firms in the world.

What you’ll do

Lead end-to-end managed IT service delivery, ensuring contractual commitments, service levels, client satisfaction, and operational performance are met. Manage client relationships and governance, oversee service reviews and escalations, and drive compliance, risk mitigation, and continuous improvement across delivery teams.

Requirements

Requires at least seven years of experience managing IT infrastructure, managed services, or application support, including experience in financial services, core banking, or credit unions. Candidates need ITIL Foundation certification, service delivery and client leadership experience, knowledge of enterprise infrastructure and Azure or AWS and Microsoft 365, and experience with contracts, governance, financial performance, and service improvement.

Listed skills

• Change Management · Preferred
• Incident Management · Preferred
• Risk Management · Preferred
• Client Relationship Management · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Delivery
• SLA Governance
• ITIL
• Incident Management
• Problem Management
• Change Management
• Request Management
• Service Level Management
• Client Relationship Management
• Stakeholder Management
• Escalation Management
• Contract Management
• Risk Management
• Service Improvement
• Cloud Platforms
• Financial Services

Job areas

• Technology
• Management & Leadership
• Customer Service & Support
• Consulting

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