Service Delivery Manager

CGI Group   •  

Pittsburgh, PA

11 - 15 years

Posted 239 days ago

This job is no longer available.

Position Description:

We have an immediate need to hire an accomplished Service Delivery Manager with 10+ years of experience and a focus in Application Production Support to join our banking group within the Great Lakes business unit headquartered in Pittsburgh, PA.

We offer an exciting full-time opportunity that includes a complete benefits package with medical, dental, vision, 401k, paid vacation, etc.

Your future duties and responsibilities:

o Oversee on-going service delivery projects, assigning responsibilities and following up on progress, status, and resolving any issues.
o Oversee the day-to-day handling of service delivery change management, incident management and service requests;
o Identifies and reports on Key Performance Indicators (KPIs) that identify trends and opportunities.
o Ability to provide weekly & monthly metrics releases and production support
o Defines, builds, and implements automation and self-service solutions to reduce the effort.
o Cultivate internal customer relationships key to influencing services delivered.
o Escalation point of contact
o Bi-weekly status meetings and Monthly governance meetings
o Key SLA metrics and meeting SLA
o Application management experience from enhancements to production support (L3) is a must
o Understanding of SDLC and project management.
o Ability to provide weekly & monthly metrics releases and production support

Required qualifications to be successful in this role:

o 10+ years of experience as a Developer, Support & Manager.
o Thorough understanding of the software development lifecycle
o Strong Project Management Skills
o Technical proficiency with tools, technologies and processes required to provide technical support
o Proven leadership experience and accountability on production incidents is a must
o Excellent verbal & written skills; Able to communicate effectively with multiple levels across the organization and externally
o MS Office experience
o Full Understanding of SDLC
o Strong Customer Service experience and understanding of technology in direct responsibility
o General understanding of other technology sub-areas
o Influencing Others
o Customer/Vendor Management
o Business Analysis
o Apply CGI quality methodologies across the portfolio; understanding a wide range of technologies offerings delivered to clients.


•Education: Bachelor’s Degree in CS, Engineering, Mathematics or related field. Experience may be considered in lieu of a degree.

Position ID: J0418-0954