Infrastructure Operations Service Delivery Manager

Position Description:

¡Join CGI!

Would you like to be part of one of the five largest IT and business process companies in the world? At CGI, we are looking for a Service Delivery Manager (SDM) to work on an international project.

Requirements:

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

• Conversational English level B2 or higher.

• 3-5 years of IT Infrastructure Project or Service Delivery Management experience.

• 2+ 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 global 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.

What you can expect from us:

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.