Service Delivery Manager (Infrastructure)

Category: Leadership and Management Roles

Main location: Canada, Ontario, Toronto

Position ID:J0726-2525

Employment Type: Full Time

Position Description:

CGI is seeking an experienced Service Delivery Manager to lead the delivery of infrastructure managed services for a strategic financial services client.
Reporting to the Director, Consulting Delivery, you will be responsible for the end-to-end delivery, governance, and operational management of infrastructure services, ensuring contractual commitments, service level agreements (SLAs), and operational objectives are consistently achieved.

As the primary point of contact for the client, you will build strong relationships with business and technical stakeholders while coordinating CGI delivery teams, technical specialists, and third-party vendors to deliver reliable, high-quality infrastructure services.

This role is ideal for a collaborative leader who thrives in complex enterprise environments, enjoys solving operational challenges, and is passionate about delivering exceptional client experiences through continuous service improvement.
• Toronto, ON
• Hybrid work model (minimum three days per week in the office)
• Standard Monday to Friday work schedule
• Participation in a management on-call rotation for critical production incidents
• No regular travel required

Security Requirements
• Must be eligible to obtain and maintain Government of Canada Protected B Security Clearance (Reliability)
• Must comply with all client security, operational, and compliance requirements

Your future duties and responsibilities:

Client Relationship & Service Delivery
• Serve as the primary operational contact for infrastructure service delivery
• Build trusted relationships with client stakeholders and maintain high levels of customer satisfaction
• Ensure services are delivered in accordance with contractual commitments and agreed service levels
• Represent CGI during governance meetings, operational reviews, and client service discussions
• Coordinate cross-functional teams to ensure consistent, high-quality service delivery
Service Governance & Continuous Improvement
• Monitor and report on SLA and KPI performance
• Prepare executive dashboards, governance presentations, and operational reports
• Maintain RAID logs, service improvement plans, and governance documentation
• Identify opportunities to improve operational efficiency, service quality, and customer experience
• Ensure compliance with contractual obligations and governance standards
Infrastructure Operations
• Lead the delivery of infrastructure operational services across the account
• Coordinate Incident, Problem, Change, Release, Asset, and Configuration Management activities
• Facilitate Root Cause Analysis (RCA) and Problem Management activities
• Oversee change planning, implementation, risk assessments, and post-implementation reviews
• Provide leadership during major incidents and critical production events
Risk, Compliance & Business Continuity
• Coordinate internal and external audits
• Support audit planning, evidence collection, compliance reporting, and remediation activities
• Maintain account risk registers and action plans
• Lead Disaster Recovery planning, testing, governance, and reporting
• Drive continuous improvement of operational resilience and recovery readiness
Operational Initiatives
• Manage operational improvement initiatives and small-to-medium infrastructure projects
• Coordinate implementations while managing scope, timelines, risks, issues, dependencies, and stakeholder expectations
• Support the introduction of new services and operational enhancements
Leadership & Collaboration
• Collaborate with infrastructure, operations, security, networking, application support, vendors, and client teams
• Lead cross-functional operational initiatives without direct authority
• Participate in the management on-call rotation
• Perform other duties as required

Required qualifications to be successful in this role:
• Minimum 5 years of experience in IT Service Delivery Management, Infrastructure Operations, Managed Services, or a related discipline
• Proven experience managing large, client-facing infrastructure service delivery engagements
• Experience managing SLA-driven service delivery in enterprise environments
• Strong understanding of IT Infrastructure Operations and IT Service Management (ITSM) best practices
• Experience leading governance meetings, operational reporting, audits, and executive presentations
• Strong communication, stakeholder management, and client relationship skills
• ITIL certification is considered an asset

Technical Skills
Required
• ServiceNow
• BMC Remedy
• Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Project)
• IT Service Management (ITSM)
• Incident, Problem, Change, Asset, and Configuration Management
• SLA and KPI reporting
• Knowledge of ITIL Service Operation, Service Design, and Service Transition
Preferred
• Dynatrace
• PMP, PRINCE2, Agile, or equivalent project management certification
• Experience supporting enterprise infrastructure environments, including:
• Networking
• Windows/Linux Servers
• Storage
• Virtualization
• Cloud Platforms
• Backup & Recovery
• Disaster Recovery
• Experience using automation, AI-enabled operational tools, or analytics platforms to improve IT service delivery

Success in this Role
• Strong client relationship management and communication skills
• Exceptional leadership and stakeholder engagement capabilities
• Ability to influence cross-functional teams without direct authority
• Excellent analytical and problem-solving abilities
• Strong organizational and prioritization skills
• Sound decision-making in high-pressure operational environments
• Collaborative approach with a focus on continuous improvement and customer success

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 $95,000-$145,000. This role is an existing vacancy

#LI-AB19

Skills:

• Change Management
• Client management
• English
• Govern., risk, compli.advisory
• Incident Management
• Problem Management
• ServiceNow
• Stakeholder management
• ITIL Service Manager