Director Consulting Delivery

Category: Business Consulting, Strategy and Digital Transformation
Main location: Canada, Nova Scotia, Halifax
Position ID: J0822-1691
Employment Type: Full Time

Position Description:

This is an exciting time for CGI, and we want you to be part of it.
We are Canada's largest independent information technology services firm, and we're still growing! We're expanding in Atlantic Canada and we need your skills, enthusiasm, and dedication as part of our team.

Your future duties and responsibilities:

General Responsibilities:
• Reporting to the engagement Vice President, this individual will be responsible for operational service delivery for a client engagement
• Member of the AGDC management team
• Provide leadership for all service delivery functions for engagement
• Act as primary point of contact to client and business unit leadership on all operational matters
• Responsible for quality in CGI’s components of client applications
• Responsible for coordinating 3rd party, internal and external suppliers as they relate to operations and service delivery
• Ensure quality services are delivered, client expectations are met, and business opportunities are maximized
• Responsible for SLA management
• Responsible for operations customer satisfaction

Specific Responsibilities by Area:

• Advise engagement Vice-President and Finance of any changes to services that will cause a change in billings
• Research variances / anomalous charges to P&L
• Prepare Statements of Work and Change Requests for operational service additions / changes as required
• Manage engagement profitability to agreed-upon targets
• Conduct and/or participate in financial reporting, relationship management, client resolution, and annual pricing reviews as required

• Advise client of new services available
• Provide suggestions to client and business unit leadership for changes &/or growth in services
• Advise engagement Vice President of any known upcoming sales &/or growth opportunities within the account
• Assist the business development team in proposal generation and content for operational matters
• Grow Guidewire business by growing existing client and selling it to other Insurance clients

Service Excellence
• Ensure delivery activities fall within the expected SLA
• Take leadership with respect to Issues & Resolutions/Status
• Ensure engagement compliance with any CGI or client quality or audit requirements
• Drive operational improvements
• Prepare corporate and balanced score card reports including action plans for issues and risks
• Work with delivery organization to ensure changes and work requests are completed in the appropriate timeframes
• Maintain escalation lists that can be used by delivery teams, operations and Client Services
• Participate in projects to establish frameworks, SLA, and ensuring proper operational readiness

Member Management
• Manage delivery teams
• Conduct member management activities for team members
• Responsible for training, mentoring and coaching team members

Business Unit & Customer Communication
• Facilitate Operations meetings with the client
• Act as primary point of contact for operational issues and communications internally within CGI and client and incident management teams
• Manage relationship with client Operations Director
• Negotiate SLAs

Incident/Problem/Change Management
• Lead incident management resolution for high severity incidents, including ownership for:
• Communication
• Resolution
• Root Cause (problem management)
• Corrective Action
• Approve changes to operational environment

Required qualifications to be successful in this role:

Special Requirements
• Must be willing to perform on-call duties as part of management responsibilities

Must Have Technical Skills:
• Experience in IT operations management (application and/or infrastructure support)
• Strong understanding and implementation of quality methodologies.
• Experience with client relationship management
• Experience working within a consulting environment or on an outsourcing engagement would be an asset

Must Have Soft Skills:
• Excellent communication skills (written and verbal)
• Excellent interpersonal skills
• Can handle and resolve performance related items
• Excellent management skills
• Excellent leadership skills
• Can foster personal commitments within a team
• Can manage conflict
• Can solve problems
• Can coach team members based on experience with application development and support methodologies
• Strong negotiation skills
• Ability to work within senior levels of an organization and adjust messages accordingly



  • Communications Management
  • Conflict Resolution
  • Leadership

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.