Service Delivery Manager (Infrastructure)

Position Description:

CGI is seeking an experienced Service Delivery Manager to lead the delivery of infrastructure managed services for a strategic financial services client.
Reporting to the Director Consulting Delivery you will be responsible for the end-to-end delivery governance and operational management of infrastructure services ensuring contractual commitments service level agreements (SLAs) and operational objectives are consistently achieved.

As the primary point of contact for the client you will build strong relationships with business and technical stakeholders while coordinating CGI delivery teams technical specialists and third-party vendors to deliver reliable high-quality infrastructure services.

This role is ideal for a collaborative leader who thrives in complex enterprise environments enjoys solving operational challenges and is passionate about delivering exceptional client experiences through continuous service improvement.


Toronto ON
Hybrid work model (minimum three days per week in the office)
Standard Monday to Friday work schedule
Participation in a management on-call rotation for critical production incidents
No regular travel required

Security Requirements
Must be eligible to obtain and maintain Government of Canada Protected B Security Clearance (Reliability)
Must comply with all client security operational and compliance requirements

Your future duties and responsibilities:

Client Relationship & Service Delivery
Serve as the primary operational contact for infrastructure service delivery
Build trusted relationships with client stakeholders and maintain high levels of customer satisfaction
Ensure services are delivered in accordance with contractual commitments and agreed service levels
Represent CGI during governance meetings operational reviews and client service discussions
Coordinate cross-functional teams to ensure consistent high-quality service delivery
Service Governance & Continuous Improvement
Monitor and report on SLA and KPI performance
Prepare executive dashboards governance presentations and operational reports
Maintain RAID logs service improvement plans and governance documentation
Identify opportunities to improve operational efficiency service quality and customer experience
Ensure compliance with contractual obligations and governance standards
Infrastructure Operations
Lead the delivery of infrastructure operational services across the account
Coordinate Incident Problem Change Release Asset and Configuration Management activities
Facilitate Root Cause Analysis (RCA) and Problem Management activities
Oversee change planning implementation risk assessments and post-implementation reviews
Provide leadership during major incidents and critical production events
Risk Compliance & Business Continuity
Coordinate internal and external audits
Support audit planning evidence collection compliance reporting and remediation activities
Maintain account risk registers and action plans
Lead Disaster Recovery planning testing governance and reporting
Drive continuous improvement of operational resilience and recovery readiness
Operational Initiatives
Manage operational improvement initiatives and small-to-medium infrastructure projects
Coordinate implementations while managing scope timelines risks issues dependencies and stakeholder expectations
Support the introduction of new services and operational enhancements
Leadership & Collaboration
Collaborate with infrastructure operations security networking application support vendors and client teams
Lead cross-functional operational initiatives without direct authority
Participate in the management on-call rotation
Perform other duties as required

Required qualifications to be successful in this role:

Minimum 5 years of experience in IT Service Delivery Management Infrastructure Operations Managed Services or a related discipline
Proven experience managing large client-facing infrastructure service delivery engagements
Experience managing SLA-driven service delivery in enterprise environments
Strong understanding of IT Infrastructure Operations and IT Service Management (ITSM) best practices
Experience leading governance meetings operational reporting audits and executive presentations
Strong communication stakeholder management and client relationship skills
ITIL certification is considered an asset

Technical Skills
Required
ServiceNow
BMC Remedy
Microsoft Office Suite (Excel Word PowerPoint Visio Project)
IT Service Management (ITSM)
Incident Problem Change Asset and Configuration Management
SLA and KPI reporting
Knowledge of ITIL Service Operation Service Design and Service Transition
Preferred
Dynatrace
PMP PRINCE2 Agile or equivalent project management certification
Experience supporting enterprise infrastructure environments including:
Networking
Windows/Linux Servers
Storage
Virtualization
Cloud Platforms
Backup & Recovery
Disaster Recovery
Experience using automation AI-enabled operational tools or analytics platforms to improve IT service delivery

Success in this Role
Strong client relationship management and communication skills
Exceptional leadership and stakeholder engagement capabilities
Ability to influence cross-functional teams without direct authority
Excellent analytical and problem-solving abilities
Strong organizational and prioritization skills
Sound decision-making in high-pressure operational environments
Collaborative approach with a focus on continuous improvement and customer success

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 $95000$145000. This role is an existing vacancy


#LI-AB19

Skills:

• Change Management
• Client management
• English
• Govern. risk
• Incident Management
• Problem Management
• ServiceNow
• Stakeholder management
• ITIL Service Manager

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll 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.

Youll shape your career by joining a company built to grow and last. Youll 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 teamone of the largest IT and business consulting services firms in the world.