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Service Delivery Manager Category: Project Management
Main location: Canada, Quebec, Saguenay-Lac-St-Jean
Position ID:J1026-2593
Employment Type: Full Time
Position Description: Contribute to the successful delivery of strategic initiatives at the heart of a dynamic, innovation-driven organization!
CGI Saguenay is looking for a Service Delivery Manager to oversee end-to-end service delivery. In this role, you will be responsible for ensuring service quality, compliance with contractual commitments, client satisfaction, and the financial performance of engagements. Working closely with CGI account leaders, managers, practice leaders, partners, and vendors, you will serve as the primary point of contact for your clients and be responsible for coordinating delivery teams, overseeing operational governance, managing issues, and driving continuous service improvement.
Beyond managing day-to-day operations, you will contribute to the evolution of delivery models by focusing on process optimization, automation, artificial intelligence, and value creation for both clients and CGI. You may also be involved in managed services, application maintenance and support, transformation initiatives, operational transitions, and the evolution of local, multi-site, and global delivery models.
If you enjoy leveraging your ability to lead and inspire teams, your strong business acumen, and your solid understanding of enterprise application environments, CGI offers you an exciting opportunity to make a tangible impact on the success of our clients.
Work model: Hybrid
Location: Saguenay
Your future duties and responsibilities: Application Service Delivery Management
• Assume end-to-end accountability for AMS service delivery, ensuring compliance with contractual commitments, service levels, and performance indicators
• Oversee application maintenance, support, enhancement, and evolution activities for the applications under your responsibility, from transition through steady-state operations
• Proactively manage incidents, problems, changes, service requests, and releases, including critical situations and root cause analyses
• Analyze operational trends, anticipate risks, and implement corrective, preventive, and mitigation actions
• Ensure the stability, availability, security, and quality of application services
• Coordinate multidisciplinary teams, partners, and vendors involved in service delivery
Client Relationship Management
• Act as the primary point of contact for client IT leaders, executives, and other stakeholders
• Build and maintain long-term trusted relationships based on transparency, collaboration, negotiation, and value creation
• Understand client business priorities and translate them into tangible service improvement initiatives
• Manage issues and escalations using a proactive, structured, and solution-oriented approach
• Lead governance meetings, operational reviews, service reviews, and steering committees
• Identify opportunities to expand and evolve services in collaboration with business development teams
Governance and Financial Performance
• Establish and maintain effective governance frameworks tailored to each client's needs, risks, and commitments
• Oversee budgets, revenues, costs, forecasts, and profitability for the engagements under your responsibility
• Optimize resource utilization, delivery capacity, and operational efficiency
• Ensure compliance with contractual obligations, service management processes, and CGI quality standards
• Maintain rigorous management of operational, financial, people-related, and contractual risks
• Produce and present accurate, timely, and audience-appropriate dashboards and performance reports for various governance levels
Continuous Improvement
• Define and lead continuous improvement plans aimed at increasing quality, productivity, client satisfaction, and service efficiency
• Identify and implement opportunities for automation, process optimization, and the responsible use of artificial intelligence and AIOps
• Promote a proactive approach through root cause analysis, prevention of recurring incidents, and reduction of operational debt
• Contribute to the industrialization and standardization of application service management practices
• Support clients in the evolution of their application services and operating models
• Measure realized benefits and demonstrate the value delivered to both clients and CGI
Leadership and Team Engagement
• Coordinate and mobilize local, global, virtual, shared, or dedicated delivery teams, as well as the experts and partners involved in engagements
• Establish clear expectations regarding quality, performance, accountability, collaboration, and client satisfaction
• Foster a culture of proactive problem-solving, continuous improvement, and knowledge sharing
• Support teams in adopting new practices, technologies, and ways of working
• Collaborate with managers and practice leaders to anticipate skill, succession, and delivery capacity requirements
Required qualifications to be successful in this role:• Minimum 7 years of experience in information technology, including significant experience in application service management, service delivery management, or IT operations
• Proven experience managing managed services engagements, application outsourcing, or enterprise application maintenance and support services
• Strong understanding of enterprise application environments, including their maintenance, support, evolution, and technology dependencies
• Experience coordinating multidisciplinary teams and partners in complex and evolving environments
• Excellent ability to establish and maintain trusted relationships with operational, tactical, and executive-level clients
• Strong focus on results, client satisfaction, service quality, and value creation
• Ability to manage complex situations, operational challenges, and escalations with professionalism and sound judgment
• Experience in budget management, profitability tracking, and contractual governance
• Experience or strong interest in proposals, estimations, renewals, scope evolution, and business growth opportunities
• Excellent communication, negotiation, presentation, and stakeholder engagement skills across diverse audiences
• Strong leadership skills, accountability, and the ability to make decisions in ambiguous or urgent situations
• Ability to manage multiple priorities simultaneously while maintaining a holistic view of services, projects, and operations
• Structured, analytical, and proactive approach to problem-solving
• Ability to support organizational change and drive the evolution of ways of working
• Ability to integrate and promote the responsible use of artificial intelligence within team practices and service delivery management
• Excellent communication skills in both French and English (spoken, written)
Assets
• ITIL Foundation certification
• Certification or training in Project Management, Product Management, Agile, SAFe, SRE, or equivalent methodologies
• Knowledge of ITIL principles and processes, particularly incident, problem, change, request, service level, and continual improvement management
• Experience in application services transition or transformation initiatives
• Experience applying automation, AIOps, or artificial intelligence practices within IT operations
• Experience with IT service management and performance monitoring tools such as ServiceNow, BMC Helix, Jira, or equivalent solutions
• Knowledge of local, multi-site, global, or follow-the-sun delivery models
Location: Saguenay
Work mode: Hybrid
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 80 000$ and 150 000$. This role is an existing vacancy.
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Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.
Skills: - English
- French
- Customer relation
- Delivery management
- IT Service Management
- Leadership
- Resource Mangement Team (RMT)
