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Service Delivery Manager (Infrastructure)

CGI Group

This is a Contract position in Mississauga, ON posted August 4, 2022.

Meet our professionals

Canada-That’s CGI

Position Description:

If you have a pioneering spirit and thrive on innovative projects, where you can influence the direction of technical strategy now is the time to join this dynamic team. We need to double our capacity to satisfy growing client demand globally and are looking for top talent. Combine the challenges offered by complex technical initiatives with the potential for international travel and gain experience and demonstrate your creativity. These are exciting times for CGI and are looking for dedicated individuals to trail blaze with us!

CGI’s Mission Statement: To be a global world class information technology and business process services leader helping our clients succeed.

The ideal candidate will work closely with Director – Client Engagement and Service Delivery and clients (Internal and External). If you are a driver in building client relationships with a strong IT consulting background, this will be the role for you. The member will be involved with handling and delivering infrastructure service delivery for one or more accounts. In this role, you also work with delivery mangers and account leaders and be part of delivery initiatives. The manager will function as a great teammate, collaborating with business, client stakeholders and internal delivery teams alike.

Your future duties and responsibilities:

Service Delivery

• Responsible for recruiting and handling required resources for the service delivery area;
• Acts as the main point of contact for day-to-day client service delivery;
• Responsible for management and delivery of cloud services for infrastructure;
• Responsible for delivery of contracted services to clients of a large account or a group of accounts to ensure that SLAs (service level agreements) as defined in the relevant contracts are met;
• Responsible for quality of services, adherence to service level agreement (SLA) and profitability of all operations services delivered under the SLA;
• Ensures that implementations of changes or new initiatives are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget;
• Builds and maintains strong client relationships, and participates in client meetings regarding performance to ensure client happiness;
• Ensures that operational teams and subcontractors maintain a clear understanding of the client’s needs, and provides day-to-day client advice and support;
• Promotes the CGI capabilities to clients, identifies sales opportunities to be forwarded to the Sales & Client Delivery Leader and works to achieve contract extension or to win additional business within the account(s).
• Provides support, consulting services technical expertise to client in a specific domain while being mindful of CGI’s goals and objectives (contract management, sales support, SLA reporting/billing);
• Ensuring high quality of provided services and deliverables (recommendations, reports, billing);
• Participates in identifying improvements to client engagement;
• Solves sophisticated problems; takes a broad perspective to identify innovative solutions;
• Directly contacting clients to discuss and resolve administrative issues.
• Any other responsibilities or tasks assigned as requested by the team

Required qualifications to be successful in this role:

• Proven technical leadership, interpersonal skills and organizational abilities in large/sophisticated engagements.
• Experience using a ticket management system (Remedy)
• Proficiency with MS-Office
• Strong proficiency in English, written and spoken
• Comfortable conducting meetings, presenting and leading issue-resolution with management and senior management
• Ability to generate clear and concise documentation and reports for clients
• Excellent analytical and presentation skills;
• Solid understanding of IT Service management methodologies, tools, infrastructure and project management methodologies and frameworks;
• Ability to prioritize critical issues and multi-task and should be able to handle priorities as an individual contributor;
• Ability to negotiate and resolve conflicts in client sensitive situations;
• Ability to perform optimally in environments containing strict timelines

Preferred technical skills:
• ITSM or ITIL certified
• COBIT certification (asset)
• Cloud certifications (AWS or Azure) (asset)
• Project management certification (asset)
• Exposure to ITSM tools – Remedy, Service Now…etc
• Knowledge of IT Service Management practices and ITIL model especially IT Service Operation, Design and Transition
• Experience and strong understanding with some of the following an added advantage:
• Datacenter networking
• Cloud technologies (Azure or AWS)
• Virtualization technologies
• Storage (SAN and NAS) and Backup technologies
• Physical server hardware
• Monitoring solutions
• Network Security Technologies such as (Firewalls, SecurID, ESM/VA Tools, LOG ANALYSIS, NIDS, HIDS, VPN, Authentication);
• Identity Management;
• Databases (SQL, Oracle, PostgreSQL);
• Techniques and technologies required for High Availability and Disaster Recovery

Education and experience:
• Minimum of 5 years of experience in Infrastructure service delivery management roles,
• Minimum of 5 years of operations experience supporting customer environments as domain lead, operations lead or datacentre management roles, and IT service management environment models
• Bachelor’s Degree in Computer Science or Information Technology or 10 years direct experience in the field



  • Client Management
  • IT Service Management
  • Cloud Computing
  • ITIL
  • Project Management

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees ”members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today – one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI – where your ideas and actions make a difference.