Client Engagement Specialist

CGI-experience the commitment

     View a printer-friendly version of this page 
Category: Leadership and Management Roles
City: Toronto, Ontario, Canada
Position ID: J0417-1445
Employment Type: Full Time

Position Description:

Client Delivery Specialist responsibilities are to develop and maintain strong relationships with the client while ensuring that the quality of services delivered meet the contracted commitments. This is achieved through understanding the client’s business objectives and aligning the delivery resources to support their goals. Communication, managing expectations and reporting are key foundations for success!

Your future duties and responsibilities:

• Interface for all horizontal communication within the client environment
• Provides leadership for new business within the client environment, during both the integration and the proposal phases.
• Information Technology member management for those working on client site
• Approval of Service Delivery which may exceed the strict requirement of the contract.
• Verifies that all processes and methodologies as specified are followed and ensures that effective monitoring and controls are in place to support the Client Delivery
• Escalation Point for all client communications with regards to operations.
• Responsible for ensuring all groups providing tier 1 services to the client are providing financial efficiencies.
• Ensures that CGI is in compliance with the contract with our delivery model
• Sets priorities for operational activities within the client environment.
• Responsible for Tier 1 Client Reporting
o Tier 1 SLA status reporting
o Tier 1 Project Status reporting
o Tier 1 FTE utilization reporting
• Responsible for ensuring that service management processes are adhered to by all groups supporting the client.
• Responsible for the relationship for Tier 1 . Ensuring that the need to grow the client engagement is balanced with the operational requirements.
• Creates and manages as required an ongoing Service Improvement Plan

Required qualifications to be successful in this role:

The candidate will require extensive knowledge and familiarity with respect to the full spectrum of IT systems and solutions, including but not limited to:
• Service Level and Contract Management experience
• Operational Process development experience
• Apply CGI quality methodologies across the portfolio; understanding a wide range of technologies offerings delivered to a large number of clients
• Strong Project Management skills
• Strong communication and collaboration skills
• A strong orientation to customer service
• Strong organization skills and ability to work with multiple priorities
• Financial management would be beneficial

Education & Experience
The following are requirements for the role:
• Minimum 4 years of experience in similar roles
• Bachelor Degree in Engineering, Computer Science, or related discipline, or equivalent experience
• Strong interpersonal and relationship management skills
• Has strong communication skills in providing pertinent and precise information to the appropriate audience which can be the client, delivery and/or operational teams;
• English language proficiency (French an asset)
• ITIL certification and experience with ITIL process development is highly desirable.

What you can expect from us:

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 68,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

     View a printer-friendly version of this page