Director Consulting Delivery

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. Reporting to the engagement Vice President, this individual will be responsible for operational service delivery for a client engagement. Your future duties and 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: Financial

• 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

Growth

• 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
• Expand the Managed Services business by deepening relationships with existing clients and extending NextGen Managed Services offerings to the broader client base.
• Leverage ERP expertise to expand enterprise application services across large global clients, with the potential to establish a formal practice.

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

Partner Management

• Manage delivery teams
• Conduct Partner 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

• At least 5 years of experience in IT operations management (application and/or infrastructure support), in a leadership role
• 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
• Experience working with senior levels / executives of an organization
• College diploma or University degree, in a related field
• Must be willing to perform on-call duties as part of management responsibilities

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 $100,000–$190,000. This role is an existing vacancy. Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction. Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise. You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons. At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter. To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries. Come join our team—one of the largest IT and business consulting services firms in the world.