Beskrivning av tjänsten:

Responsibilities:

The Service Delivery Manager (SDM) is accountable for planning, delivering, operating, monitoring and maintaining a stable, secure and responsive support to CGI’s client/s for specific types of services, in accordance with the client contract documents (e.g., Inter-BU Agreement, Operational Framework (OF), Service Level Agreement, etc.) within services under his/her scope.

He/she prepares recommendations for service improvements and handles or prevents escalations for the service delivery areas. The SDM focuses on quality of service, customer and member satisfaction and cost management and will always keep CGI’s 3 stakeholders in mind – Member, Client, and Shareholder.

The SDM will also collaborate with the Nordics SD Director on Health Check and P&L Management.

Education and experience:

• At least 2 years of experience as Operations Lead / Deputy Operations Lead / Quality Assurance Specialist / Subject Matter Expert OR 2 years of experience as Service Delivery Manager in any related service
• Experience working with and handling Multilinguals preferred
• Experience working with Nordic Service Desk is preferred

Knowledge and skills:

• Service Desk project experience a must
• ITIL Foundation Certification
• Skills in client management, stakeholder management and member management
• Excellent communication and presentation skills

Färdigheter:

• Analytical Thinking
• Client Management
• English

Vad du kan förvänta dig av oss:

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, as owners, we 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 everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we 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.