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Service Delivery Manager

Category: Project Management

Main location: Canada, British Columbia, Vancouver

Position ID:J0926-2519

Employment Type: Full Time

Position Description:

This is a great opportunity to join our CGI Services to Credit Union team providing IT services to our credit union clients.

The Service Delivery Manager (SDM) is responsible for the end to end delivery of managed IT services, ensuring achievement of contractual service levels, client satisfaction, operational excellence, and continuous service improvement. The SDM serves as the primary point of contact for the client, providing leadership, governance, escalation management, financial oversight, and coordination across technical and support teams. The role requires strong ITIL service management expertise, stakeholder management capabilities, and experience managing complex enterprise environments and support operations.

Your future duties and responsibilities:

. Own end to end SLA governance and contractual service commitments.
. Monitor service performance against SLA, KPI, and SLO targets.
. Analyze SLA trends, identify risks, and implement corrective action plans.
. Lead service reviews and performance reporting with client stakeholders.
. Drive service improvement initiatives to enhance SLA attainment.
. Manage service credits, penalty avoidance strategies, and contractual compliance.
. Ensure operational teams maintain required service levels and procedures.

Client Relationship Management

. Serve as the executive point of contact for client stakeholders.
. Build trusted relationships across business and IT leadership.
. Manage escalations through effective stakeholder engagement.
. Conduct Monthly Operational Reviews (MOR), Quarterly Business Reviews (QBR), and Executive Steering Committees.
. Gather client feedback and translate business needs into delivery priorities.

Governance & Compliance

. Establish and maintain a joint client governance framework.
. Ensure adherence to contractual obligations, policies, and compliance requirements.
. Maintain service risk registers and mitigation plans.
. Lead audits, health checks, and delivery assurance reviews.
. Facilitate strategic governance discussions and decision making forums.

Service Delivery Oversight

. Partner with Service Delivery Managers and tower leads to ensure high quality delivery.
. Oversee incident, problem, change, and request management performance.
. Ensure transition, transformation, and operational initiatives are successfully executed.
. Drive automation, operational efficiency, and continuous improvement programs.

Required qualifications to be successful in this role:

. 7+ years of experience managing IT infrastructure, managed services, or application support environments.
. Experience within the financial services, core banking and credit union domains
. Proven experience leading service delivery teams and client engagements.
. ITIL Certification and Process Expertise
. ITIL Foundation (minimum) with strong knowledge of Incident, Problem, Change, Request, and Service Level Management.
. Experience implementing and improving ITIL processes.
. Client and Stakeholder Management
. Demonstrated ability to build strong client relationships, manage escalations, conduct service reviews, and ensure SLA compliance.
. Strong communication and presentation skills.
. Technical and Cloud Knowledge
. Understanding of enterprise infrastructure, cloud platforms (Azure/AWS), Microsoft 365, and service management tools.
. Experience supporting multi tier environments and managed services operations.
. Commercial and Governance Management
. Experience managing contracts, service reporting, financial performance, risk management, and continuous service improvement.
. Understanding of service transition, governance, and operational excellence.
#LI-ST3

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 $85,000-$160,000 CAD. This role is an existing vacancy.

Skills:

• Banking
• Client management
• Core Banking Systems
• Delivery management