Service Delivery Manager Full Time NEW

Founded in 1976, CGI is among the world’s largest independent IT and business consulting services firms. With 94,000 consultants and professionals globally, 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 about us at cgi.com.

Job Title: Service Delivery Manager (Application Support)

Experience: 10+ years

Category: Software Development/ Engineering

Job Location: Bangalore

Position ID: J0426-2601

Work Type: Hybrid

Employment Type: Full Time / Permanent

Qualification: Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.

Role Summary

Experienced Service Delivery Manager (SDM) Energy & Utilities domain to lead end-to-end delivery for a large, multi-application support engagement. Responsible for ensuring ITIL-aligned service management, SLA compliance, operational excellence, and continuous improvement, while acting as the primary interface between client and delivery teams.

Key Responsibilities

Service Delivery & Governance

• Own end-to-end service delivery ensuring SLA/KPI adherence and high service quality.
• Monitor and review ServiceNow (SNOW) metrics, incidents, and service performance.
• Drive incident, problem, and request management aligned to ITIL practices.
• Prepare and present monthly service reports and governance updates.

Change & Delivery Management

• Manage change requests (CRs) including estimation, approvals, and execution.
• Ensure timely and quality delivery of all approved changes.
• Track progress via tools like JIRA and ensure data accuracy.

Client & Stakeholder Management

• Act as primary client contact for all service delivery matters.
• Conduct regular service review meetings, manage escalations, and ensure client satisfaction.

Team Leadership

• Lead and mentor L2/L3 teams, ensuring high performance and team engagement.
• Drive team morale, productivity, and capability development.

Continuous Improvement & Innovation

• Identify and implement automation and efficiency improvements.
• Track and report innovation initiatives and service improvements.

Technical Oversight

• Provide guidance in technical discussions and architectural alignment.
• Ensure adherence to cloud best practices and quality standards.
• Collaborate with technical leads to optimize solutions and performance.

Risk, Compliance & Knowledge Management

• Identify and mitigate delivery and technical risks.
• Ensure process compliance, documentation quality, and audit readiness.
• Maintain knowledge management practices and repositories.

Pre-Sales & Estimation

• Support project estimations and proposal inputs.
• Identify opportunities for business and service improvement.

Required Skills & Qualifications

• 10+ years in IT service delivery / application support, with experience as SDM/Service Lead.
• Strong expertise in ITIL (Incident, Problem, Change, Release, SLA Management).
• Experience managing large, multi-application support engagements.
• Hands-on with tools like ServiceNow, JIRA.
• Strong stakeholder management, communication, and leadership skills.

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

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.