Service Delivery Lead

Category: Leadership and Management Roles

Main location: Canada, Ontario, Toronto

Position ID:J0926-0891

Employment Type: Full Time

Position Description:
• Location: Toronto, Ontario
• Work Arrangement: Hybrid
• Participate in an on-call rotation approximately once per month to support a 24/7 service environment, including coordination and facilitation of critical incident response when required.

We are seeking an experienced Service Delivery Lead to oversee service delivery, client engagement, operational performance, and critical incident management for a key technology services environment.

This is a senior individual contributor role that serves as a primary point of accountability for service performance and stakeholder relationships. The Service Delivery Lead will build trusted relationships with business and technology stakeholders, oversee service governance, monitor service commitments, coordinate cross-functional teams, and lead the response to high-severity incidents through service restoration.

The successful candidate will combine strong client-facing skills with operational leadership and the ability to remain calm and decisive during high-pressure situations. This role requires someone who can translate complex technical issues into clear business impacts, drive accountability across multiple teams, and continuously identify opportunities to improve service quality and resilience.

Your future duties and responsibilities:
• Serve as a primary point of contact for assigned client stakeholders, providing consistent, professional, and trusted service leadership.
• Build and maintain effective relationships with business leaders, technology stakeholders, delivery teams, support teams, and third-party partners.
• Lead service governance activities, including operational reviews, service performance reporting, risk reviews, and continual improvement discussions.
• Monitor service performance against SLAs, SLOs, KPIs, contractual commitments, and quality expectations.
• Identify emerging risks, service concerns, and improvement opportunities and coordinate appropriate mitigation and action plans.
• Translate technical and operational information into clear business impacts, recommendations, and decisions for client and executive stakeholders.
• Manage service escalations with transparency, urgency, and accountability while maintaining stakeholder confidence.
• Coordinate across account, delivery, architecture, infrastructure, application, and support teams to ensure service commitments are understood and achieved.
• Plan and coordinate annual disaster recovery exercises, working with technical and business stakeholders to ensure readiness and successful execution.
• Lead the end-to-end response to critical and high-severity incidents affecting client services or business operations.
• Rapidly assess incident impact and severity, establish recovery priorities, and engage the appropriate technical and business resources.
• Initiate and facilitate critical incident bridges, ensuring clear ownership, action tracking, escalation, and communication.
• Ensure incident actions have clearly defined owners, priorities, and target completion dates.
• Provide timely and concise communications to clients, executives, and other stakeholders throughout the incident lifecycle.
• Support post-incident reviews, identify lessons learned, and ensure corrective and preventative actions are tracked through completion.
• Drive continual service improvement initiatives that strengthen service quality, operational resilience, and the overall client experience.

Required qualifications to be successful in this role:
• 5+ years of experience in service delivery, IT operations, client engagement, incident management, or a related technology services environment.
• Demonstrated experience managing client and stakeholder relationships within complex enterprise technology environments.
• Experience coordinating and leading critical or high-severity incident response across multiple technical teams.
• Experience with service management practices, including SLAs, SLOs, KPIs, service governance, risk management, and continual improvement.
• Strong client-facing presence with the ability to establish credibility and trusted relationships with business, technical, and executive stakeholders.
• Calm and decisive leadership during high-pressure situations and critical incidents.
• Excellent written and verbal communication skills, with the ability to communicate effectively at technical, operational, and executive levels.
• Strong facilitation, negotiation, stakeholder management, and conflict-resolution skills.
• Strong analytical thinking and structured problem-solving capabilities.
• Ability to identify and manage operational and service delivery risks.
• Demonstrated ability to influence and drive accountability across teams without direct authority.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently while collaborating effectively across multidisciplinary teams.
• Commitment to accountability, service excellence, operational resilience, and continual improvement.
• Bachelor's degree in Information Technology, Computer Science, Business, or a related discipline, and/or an equivalent combination of education and relevant professional experience.

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 $75,000-$125,000. This role is an existing vacancy.

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Skills:

• Client management
• English
• IT Service Management
• Problem Management
• Project Management
• Service Level Management (SLM)