Service Delivery Director
About the role
Position Description
The Service Delivery Director is accountable for the end-to-end delivery of IT services across applications and infrastructure, ensuring operational excellence, client satisfaction, and alignment with contractual commitments. This executive role combines deep expertise in IT service management, ITIL V3, delivery governance, and client engagement, along with strong business acumen to support new business pursuits and organizational leadership. Experience in the Insurance industry is essential.
The successful candidate is an experienced leader with hands-on expertise across multi tower delivery, including application management, infrastructure operations, PMO governance, and executive level client engagement.
Work Arrangement:
This role is hybrid and requires working from the downtown Toronto office and/or a client office a minimum of three (3) days per week. This requirement is subject to change at any time.
Your future duties and responsibilities
Service Delivery Leadership
- Oversee the delivery of application development, application maintenance, and infrastructure/operations services across distributed, cloud, and on premises environments.
- Ensure SLA and KPI adherence and operational stability across applications, infrastructure, security, and service management towers.
- Lead the implementation and continuous improvement of ITIL aligned processes, including Incident, Problem, Change, Release, Request, and Continual Service Improvement (CSI).
Client Executive Management
- Serve as the primary executive point of escalation for clients, building and maintaining strong, trusted relationships.
- Lead governance forums, performance reviews, and strategic service planning with client leadership.
- Translate client business needs into actionable IT service improvements and enhancements.
Program & Portfolio Governance (PMO)
- Maintain overall visibility into PMO activities supporting application and infrastructure initiatives.
- Provide executive level insight into programs and projects to ensure alignment with scope, budget, quality, and timelines.
- Maintain awareness of risks, issues, dependencies, and compliance requirements.
Business Development & Growth
- Support account and sales teams in new business pursuits, including solution design, costing, proposal development, and client presentations.
- Participate in RFP/RFI responses and contract negotiations.
- Identify and pursue opportunities to expand services within existing accounts across both application and infrastructure domains.
People & HR Leadership
- Lead and mentor large, cross functional teams across application development and application support.
- Oversee staffing, performance management, succession planning, and talent development initiatives.
- Foster a collaborative, inclusive, accountable, and continuous improvement culture.
Insurance Industry Expertise
- Apply industry knowledge to align IT delivery with insurance business processes, regulatory requirements, and industry standards.
- Advise clients on emerging technology trends relevant to insurance operations.
**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 $145,000–$195,000. This role is an existing vacancy.**
Required Qualifications To Be Successful In This Role
- 10+ years of progressive experience in IT service delivery or IT operations leadership.
- 5+ years of experience in a director or senior manager role overseeing both application and infrastructure services.
- ITIL V3 Expert certification, or Intermediate level with significant practical application.
- Demonstrated experience managing multi tower IT services, including:
- Application Development and Maintenance (ADM/AMS)
- Infrastructure Operations (servers, storage, network, cloud, data centers)
- Service Management functions
- Strong background in PMO governance, program leadership, and portfolio management.
- Proven success in executive level client engagement and large enterprise account management.
- Experience supporting new business development, RFPs, solution design, and executive presentations.
- Hands on experience leading and developing large, globally distributed teams.
- Prior experience in the Insurance industry is required; Life Insurance experience is preferred.
- Excellent communication, stakeholder management, negotiation, and strategic planning skills.
________________________________________
Preferred Qualifications
- ITIL 4 Managing Professional or Strategic Leader certification.
- PMP, PRINCE2, or equivalent program management certification.
- Experience managing global delivery models (onshore, offshore, and nearshore).
- Familiarity with modern cloud platforms, DevOps practices, and enterprise modernization initiatives.
________________________________________
Success Measures
- Consistent achievement of SLA and KPI commitments across application and infrastructure services.
- High client satisfaction and strong retention metrics.
- Effective delivery of programs and projects under PMO governance.
- Strong team performance, engagement, and retention.
- Revenue growth and increased service penetration within client accounts.
- Measurable operational improvements and cost optimization outcomes.
- 10+ years of progressive experience in IT service delivery or IT operations leadership.
- 5+ years of experience in a director or senior manager role overseeing both application and infrastructure services.
- ITIL V3 Expert certification, or Intermediate level with significant practical application.
- Demonstrated experience managing multi tower IT services, including:
- Application Development and Maintenance (ADM/AMS)
- Infrastructure Operations (servers, storage, network, cloud, data centers)
- Service Management functions
- Strong background in PMO governance, program leadership, and portfolio management.
- Proven success in executive level client engagement and large enterprise account management.
- Experience supporting new business development, RFPs, solution design, and executive presentations.
- Hands on experience leading and developing large, globally distributed teams.
- Prior experience in the Insurance industry is required; Life Insurance experience is preferred.
- Excellent communication, stakeholder management, negotiation, and strategic planning skills.
________________________________________
Preferred Qualifications
- ITIL 4 Managing Professional or Strategic Leader certification.
- PMP, PRINCE2, or equivalent program management certification.
- Experience managing global delivery models (onshore, offshore, and nearshore).
- Familiarity with modern cloud platforms, DevOps practices, and enterprise modernization initiatives.
________________________________________
Success Measures
- Consistent achievement of SLA and KPI commitments across application and infrastructure services.
- High client satisfaction and strong retention metrics.
- Effective delivery of programs and projects under PMO governance.
- Strong team performance, engagement, and retention.
- Revenue growth and increased service penetration within client accounts.
- Measurable operational improvements and cost optimization outcomes.
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.
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.
About CGI
Insights you can act on to achieve trusted outcomes.
We are insights-driven and outcomes-focused to help accelerate returns on your investments. Across 21 industry sectors and 400 locations worldwide, we provide comprehensive, scalable and sustainable IT and business consulting services that are informed globally and delivered locally.
We value your opinions and welcome your comments and questions on our posts here on LinkedIn. Please keep a polite, professional and constructive tone. We remove comments containing objectionable language and derogatory views. We do not allow content that is unrelated to the subject, and we remove discriminatory and racist comments as well as spam and advertising.
Note that content on this page contains general information regarding CGI’s services and initiatives and should not be considered direct business advice. To engage in a discussion with one of our experts, please make a request through https://www.cgi.com/en/contact-us
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Service Delivery Director
About the role
Position Description
The Service Delivery Director is accountable for the end-to-end delivery of IT services across applications and infrastructure, ensuring operational excellence, client satisfaction, and alignment with contractual commitments. This executive role combines deep expertise in IT service management, ITIL V3, delivery governance, and client engagement, along with strong business acumen to support new business pursuits and organizational leadership. Experience in the Insurance industry is essential.
The successful candidate is an experienced leader with hands-on expertise across multi tower delivery, including application management, infrastructure operations, PMO governance, and executive level client engagement.
Work Arrangement:
This role is hybrid and requires working from the downtown Toronto office and/or a client office a minimum of three (3) days per week. This requirement is subject to change at any time.
Your future duties and responsibilities
Service Delivery Leadership
- Oversee the delivery of application development, application maintenance, and infrastructure/operations services across distributed, cloud, and on premises environments.
- Ensure SLA and KPI adherence and operational stability across applications, infrastructure, security, and service management towers.
- Lead the implementation and continuous improvement of ITIL aligned processes, including Incident, Problem, Change, Release, Request, and Continual Service Improvement (CSI).
Client Executive Management
- Serve as the primary executive point of escalation for clients, building and maintaining strong, trusted relationships.
- Lead governance forums, performance reviews, and strategic service planning with client leadership.
- Translate client business needs into actionable IT service improvements and enhancements.
Program & Portfolio Governance (PMO)
- Maintain overall visibility into PMO activities supporting application and infrastructure initiatives.
- Provide executive level insight into programs and projects to ensure alignment with scope, budget, quality, and timelines.
- Maintain awareness of risks, issues, dependencies, and compliance requirements.
Business Development & Growth
- Support account and sales teams in new business pursuits, including solution design, costing, proposal development, and client presentations.
- Participate in RFP/RFI responses and contract negotiations.
- Identify and pursue opportunities to expand services within existing accounts across both application and infrastructure domains.
People & HR Leadership
- Lead and mentor large, cross functional teams across application development and application support.
- Oversee staffing, performance management, succession planning, and talent development initiatives.
- Foster a collaborative, inclusive, accountable, and continuous improvement culture.
Insurance Industry Expertise
- Apply industry knowledge to align IT delivery with insurance business processes, regulatory requirements, and industry standards.
- Advise clients on emerging technology trends relevant to insurance operations.
**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 $145,000–$195,000. This role is an existing vacancy.**
Required Qualifications To Be Successful In This Role
- 10+ years of progressive experience in IT service delivery or IT operations leadership.
- 5+ years of experience in a director or senior manager role overseeing both application and infrastructure services.
- ITIL V3 Expert certification, or Intermediate level with significant practical application.
- Demonstrated experience managing multi tower IT services, including:
- Application Development and Maintenance (ADM/AMS)
- Infrastructure Operations (servers, storage, network, cloud, data centers)
- Service Management functions
- Strong background in PMO governance, program leadership, and portfolio management.
- Proven success in executive level client engagement and large enterprise account management.
- Experience supporting new business development, RFPs, solution design, and executive presentations.
- Hands on experience leading and developing large, globally distributed teams.
- Prior experience in the Insurance industry is required; Life Insurance experience is preferred.
- Excellent communication, stakeholder management, negotiation, and strategic planning skills.
________________________________________
Preferred Qualifications
- ITIL 4 Managing Professional or Strategic Leader certification.
- PMP, PRINCE2, or equivalent program management certification.
- Experience managing global delivery models (onshore, offshore, and nearshore).
- Familiarity with modern cloud platforms, DevOps practices, and enterprise modernization initiatives.
________________________________________
Success Measures
- Consistent achievement of SLA and KPI commitments across application and infrastructure services.
- High client satisfaction and strong retention metrics.
- Effective delivery of programs and projects under PMO governance.
- Strong team performance, engagement, and retention.
- Revenue growth and increased service penetration within client accounts.
- Measurable operational improvements and cost optimization outcomes.
- 10+ years of progressive experience in IT service delivery or IT operations leadership.
- 5+ years of experience in a director or senior manager role overseeing both application and infrastructure services.
- ITIL V3 Expert certification, or Intermediate level with significant practical application.
- Demonstrated experience managing multi tower IT services, including:
- Application Development and Maintenance (ADM/AMS)
- Infrastructure Operations (servers, storage, network, cloud, data centers)
- Service Management functions
- Strong background in PMO governance, program leadership, and portfolio management.
- Proven success in executive level client engagement and large enterprise account management.
- Experience supporting new business development, RFPs, solution design, and executive presentations.
- Hands on experience leading and developing large, globally distributed teams.
- Prior experience in the Insurance industry is required; Life Insurance experience is preferred.
- Excellent communication, stakeholder management, negotiation, and strategic planning skills.
________________________________________
Preferred Qualifications
- ITIL 4 Managing Professional or Strategic Leader certification.
- PMP, PRINCE2, or equivalent program management certification.
- Experience managing global delivery models (onshore, offshore, and nearshore).
- Familiarity with modern cloud platforms, DevOps practices, and enterprise modernization initiatives.
________________________________________
Success Measures
- Consistent achievement of SLA and KPI commitments across application and infrastructure services.
- High client satisfaction and strong retention metrics.
- Effective delivery of programs and projects under PMO governance.
- Strong team performance, engagement, and retention.
- Revenue growth and increased service penetration within client accounts.
- Measurable operational improvements and cost optimization outcomes.
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.
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.
About CGI
Insights you can act on to achieve trusted outcomes.
We are insights-driven and outcomes-focused to help accelerate returns on your investments. Across 21 industry sectors and 400 locations worldwide, we provide comprehensive, scalable and sustainable IT and business consulting services that are informed globally and delivered locally.
We value your opinions and welcome your comments and questions on our posts here on LinkedIn. Please keep a polite, professional and constructive tone. We remove comments containing objectionable language and derogatory views. We do not allow content that is unrelated to the subject, and we remove discriminatory and racist comments as well as spam and advertising.
Note that content on this page contains general information regarding CGI’s services and initiatives and should not be considered direct business advice. To engage in a discussion with one of our experts, please make a request through https://www.cgi.com/en/contact-us