Manager Consulting Delivery Full Time NEW

Company Profile:

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.

Job Title: MCD – SDM

Position: MCD

Experience: 10+ yrs

Category: IT Infrastructure

Main location: Bangalore

Shift : 24*7 Rotational Shift (North America Shift)

Joining period : 0-30 days

Position ID: J0626-1093

Employment Type: Full Time

Qualification: Bachelor’s degree in Computer Science or related field or higher with minimum 10 years of relevant experience.

Customer Scope : Global Customers & GCC

Role Overview

We are seeking a seasoned Service Delivery Manager (SDM) with a minimum of 10 years of experience in IT service management and customer engagement. The SDM will serve as the single point of accountability for a portfolio of global enterprise customers and GCC (Global Captive Centers) accounts, operating during North America shift hours. The ideal candidate will be adept at managing complex, multi-geography service environments, ensuring consistent SLA adherence, driving customer satisfaction, and leading cross-functional teams to deliver operational excellence.

Key Responsibilities

Customer Relationship & Account Management

• Act as the primary point of contact for assigned global and GCC customers during NA shift hours.
• Build and sustain deep, trust-based relationships with customer stakeholders at all levels.
• Conduct regular service reviews (Weekly Service Reviews – WSR, and Monthly Service Reviews – MSR) including preparation of performance reports, dashboards, and executive presentations.
• Drive customer satisfaction scores (CSAT/NPS) by proactively identifying and resolving service gaps.
• Collaborate with Sales and Account Management teams to support contract renewals and upsell opportunities.

Escalation Management

• Own and manage all customer escalations end-to-end — from initial triage through root cause analysis (RCA) to resolution and post-mortem.
• Coordinate with internal technical, engineering, and NOC teams to ensure swift incident resolution within agreed SLAs.
• Communicate escalation status proactively and transparently to customers and internal leadership.
• Establish and maintain escalation runbooks, playbooks, and communication templates.
• Conduct post-escalation reviews to identify systemic issues and implement preventive measures.

SLA / KPI Governance

• Monitor, track, and report on all contracted SLAs and operational KPIs across the assigned customer portfolio.
• Identify SLA breach risks early and coordinate corrective action plans in a timely manner.
• Define and maintain SLA dashboards and reporting frameworks for internal and external stakeholders.
• Drive continuous improvement initiatives to enhance SLA performance and service quality.
• Conduct periodic SLA reviews with customers and propose amendments where necessary to reflect operational realities.

WSR & MSR Reporting

• Prepare, present, and own the Weekly Service Review (WSR) and Monthly Service Review (MSR) decks for each assigned account.
• Ensure reports include incident summaries, SLA performance trends, open action items, and improvement plans.
• Track and close action items arising from service reviews within agreed timelines.
• Tailor review presentations to the audience — from technical teams to C-suite stakeholders.

Resource Utilization (RU) & Billing

• Oversee Resource Utilization (RU) tracking and ensure accurate billing in alignment with contractual obligations.
• Coordinate with the finance and billing teams to validate monthly invoices and resolve any billing discrepancies with customers.
• Monitor consumption trends and provide customers with proactive guidance on resource optimization.
• Ensure timely submission of billing data, purchase orders, and approvals in accordance with the billing calendar.

Operational Excellence & Governance

• Maintain and enforce ITIL-aligned service management processes including incident, problem, change, and configuration management.
• Drive operational governance across global delivery teams to ensure consistency in service delivery standards.
• Participate in CAB (Change Advisory Board) meetings and govern change risk for customer environments.
• Develop and maintain Service Improvement Plans (SIPs) and present progress to stakeholders regularly.
• Partner with onshore and offshore delivery teams to ensure seamless handoffs and follow-the-sun coverage.

Stakeholder & Internal Collaboration

• Work closely with NOC, SOC, engineering, project management, and sales teams to align on customer commitments.
• Participate in QBRs (Quarterly Business Reviews) and provide strategic service insights.
• Represent customer interests internally to influence product and process improvements.
• Mentor junior service delivery staff and contribute to knowledge sharing within the team.

Experience

Required Qualifications & Skills

• Minimum 10 years of experience in IT Service Management, Service Delivery, or related functions.
• Proven experience managing global enterprise customers and/or GCC region accounts.
• Demonstrated track record of managing escalations, SLA performance, and customer satisfaction.
• Prior experience in Managed Services, Cloud, or Telecom/IT service environments strongly preferred.

Technical & Domain Knowledge

• Deep understanding of ITIL framework and ITSM processes (Incident, Problem, Change, Service Level Management).
• Familiarity with service management tools such as ServiceNow, Remedy, JIRA Service Desk, or similar.
• Working knowledge of cloud platforms (AWS, Azure, GCP) and managed infrastructure services.
• Proficiency in preparing and managing SLA/KPI frameworks, RU billing models, and governance documentation.
• Experience with reporting and BI tools for creating service dashboards (PowerBI, Tableau, Excel, etc.).

Soft Skills & Competencies

• Exceptional English fluency — both written and spoken — with the ability to communicate complex technical and operational topics clearly to diverse global audiences.
• Strong presentation skills with the ability to craft and deliver compelling service reviews, executive briefings, and business-case narratives to both technical and non-technical audiences.
• Strong stakeholder management and executive-level customer engagement abilities.
• High emotional intelligence with the ability to manage difficult conversations and high-pressure escalations calmly.
• Analytical mindset with strong problem-solving and root cause analysis skills.
• Self-motivated, organized, and capable of managing multiple accounts simultaneously in a fast-paced environment.
• Cultural sensitivity and experience working with diverse, international teams and customers.

Shift Requirements

• Must be available and committed to working North America (NA) shift hours (EST / CST / PST alignment).
• Flexibility for occasional calls with GCC-region customers outside standard shift hours when required.
• Willingness to be on-call during critical escalations or major incident events.

Preferred Qualifications

• ITIL v3/v4 Foundation or Expert Certification.
• PMP, PRINCE2, or equivalent project management certification.
• Experience working with Global Captive Centers (GCC) across multiple geographies and industry verticals.
• Exposure to SOC 2, ISO 27001, or similar compliance frameworks in a service delivery context.
• Multilingual capabilities are a plus, given the diverse geographic spread of Global Captive Center (GCC) customers.

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

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.

Come join our team—one of the largest IT and business consulting services firms in the world.