Service Management and Integration Lead

The Service Management and Integration Lead plays a critical role in the transition and ongoing delivery of services to the client. The role establishes and embeds the service management operating model integrates delivery across CGI and third-party providers and provides operational leadership to the service management team. The role acts as a senior interface between CGI the client and the wider supplier ecosystem ensuring effective governance clear accountability and consistent end-to-end service performance.

Your main responsibilities as Service Management and Integration Lead are but are not limited to the following:

Transition and Service Readiness: Lead the service management workstream during transition; define the operating model governance forums reporting escalation paths roles processes documentation and service acceptance criteria; and drive transition risks gaps dependencies and readiness concerns to resolution.
Service Management Leadership: Lead and coordinate the service management team supporting the client provide direction across incident problem change service level and continual improvement activities and develop the maturity and capability of the service management function.
Service Integration: Coordinate end-to-end service delivery across CGI teams client stakeholders and external providers maintaining clear accountability across supplier and organizational boundaries.
Supplier and Performance Management: Monitor supplier performance against SLAs KPIs contractual obligations and agreed outcomes; address underperformance; and ensure corrective actions are owned and completed.
Governance and Operational Control: Establish and operate effective service governance operational reviews reporting escalation risk management and decision-making structures.
Major Incident and Problem Leadership: Provide leadership for complex and cross-supplier incidents and problems ensuring timely restoration effective communication root cause analysis and sustainable corrective action.
Client and Stakeholder Management: Act as a trusted but independent service management advisor build effective relationships communicate difficult messages clearly and align stakeholders around agreed priorities and responsibilities.
Constructive Challenge and Commercial Discipline: Challenge assumptions decisions and requests when necessary; set clear boundaries; and decline requests that are outside agreed scope commercially inappropriate operationally unsustainable or contrary to service governance.
Continual Improvement and Innovation: Maintain a prioritized improvement plan use performance data and stakeholder feedback to identify opportunities and promote automation standardization and measurable service improvements.

These responsibilities describe the general nature and level of the role and are not an exhaustive list. You may be required to perform other duties appropriate to the role as business and client needs evolve.

Skills:
IT Service Management Expertise: Strong practical knowledge of ITIL-based service management particularly incident problem change service level and continual improvement management.
Transition and Service Readiness: Ability to establish service management controls operational acceptance criteria governance and working practices during a major transition or mobilization.
Service Integration: Ability to coordinate multiple teams and suppliers to deliver a consistent end-to-end service and resolve issues across organizational boundaries.
Supplier and Contract Management: Ability to manage supplier performance SLAs KPIs obligations service credits risks and corrective actions.
Leadership and Influence: Able to lead teams directly and through influence establish accountability make decisions and maintain momentum in a complex environment.
Stakeholder Communication: Excellent verbal and written communication including executive-level reporting facilitation negotiation and the delivery of clear and difficult messages.
Analytical and Improvement Mindset: Skilled in performance analysis root cause identification prioritization process optimization and translating data into actionable improvements.

Knowledge:
ITSM and SIAM Practices: In-depth understanding of ITIL and practical knowledge of SIAM principles integrated process ownership governance and end-to-end service management.
Multi-Supplier Environments: Knowledge of supplier interdependencies retained organization responsibilities operational-level agreements and cross-supplier governance.
Sourcing and Commercial Models: Understanding of outsourcing co-sourcing hybrid sourcing contractual scope service obligations and commercial change control.
Service Governance and Reporting: Knowledge of SLAs KPIs service reviews risk and issue management escalation frameworks and performance reporting.
Transition and Operational Acceptance: Knowledge of transition planning knowledge transfer service validation readiness assessment and transition-to-run governance.
Compliance and Risk Management: Knowledge of information security regulatory obligations service continuity operational risk and control frameworks.
Service Management Tools: Experience with ServiceNow or a comparable ITSM platform together with collaboration reporting and performance-monitoring tools.

Bachelors degree or equivalent professional experience in information technology business service management or a related field.
Minimum of 5 years of relevant experience in IT service management service delivery or service integration including at least 2 years in a senior lead or client-facing capacity.
Demonstrable experience working in a complex outsourced multi-team or multi-supplier environment and leading or supporting a major service transition transformation or service mobilization.
Experience establishing service governance reporting escalation and performance-management structures; ITIL 4 Foundation or higher is preferred and SIAM certification or equivalent practical SIAM experience is desirable.
Willing to support service activities outside standard business hours when required including major incidents transition events or critical service milestones.
Willing to work onsite when required by the engagement.
Willing to work from the designated CGI or client site including OWS McKinley Taguig or Alpha Ortigas as required.

• Analytical Thinking
• English
• Incident Management
• ITIL
• Change Management
• IT Service Management
• Problem Management
• Service Request Management

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