Service Delivery Manager

Position Description Ready to join an outstanding culture that cares about diversity and inclusion, corporate social responsibility and gives the freedom to innovate, influence decisions, and chart an exciting career? CGI is more than just an IT company. Be part of a team that supports the local community with the ability draw on global best-in-class talent! Benefits include a share purchase program, profit sharing, wellness credits, training and development programs, and flexible work schedules and locations. This is a superb opportunity to join our growing team in Winnipeg. We are seeking a Service Delivery Manager to serve local Winnipeg clients. The successful candidate will have five-plus years in a technical management/leadership role and will be responsible for handling all levels of service for our client accounts. Your future duties and responsibilities The Service Delivery Manager, will be responsible for leading and supporting service delivery efforts in the area of Development, Product Management and Delivery for CGI clients and must have proven experience in delivering IT solutions with specialization in software applications maintenance and support services. The successful candidate is a customer focused, process oriented information technology professional with good interpersonal and communication skills. Overall responsibilities include project delivery including knowledge transition management and application maintenance; understand & analyze issues or problems to develop & apply appropriate knowledge and methods to implement a corrective action plan; handle contracted service levels; and demonstrate leadership ability to build & lead a large team for effective & efficient application maintenance services and assist them in completing their delivery work efficiently and productively. Job Duties:

• Lead client interactions, meetings, issues, concerns and risks
• Build/coordinate plans for continuous improvement and new support initiatives
• Work with the client and internal partners to develop annual account and service improvement plans
• Manage project schedule/achievements, scope, resources, priorities, issues and risks
• Apply CGI Quality principles, methodologies, processes and best course of action which are in line with industry standard methodologies
• Handle the planning of services, delivery management, and financial/operation reporting
• Ensure Application emergency maintenance, corrective maintenance and preventative maintenance are performed
• Ensure application services are provided in agreement with the Service Level Agreement(s) and provide costing/fees, as required
• Provide weekly, monthly and yearly reporting statistics pertaining to, but not limited to, productivity, Service Level Agreements (SLA's), SLO's and KPI's, Change Requests, Incident Management and backlogs to the appropriate partners
• Find opportunities to implement new technologies, processes and application software optimizations within the scope of the Services
• Participate in the development of the Annual IT Planning and Budgeting process and on Management Committees, as required
• Provide approval to release application software changes into the production environments
• Ensure compliance to established accepted industry standard methodologies for application services
• Management of 10+ member delivery team for Application Development and Maintenance services, including product lifecycle
• Proactively monitors service delivery performance; ensures that client SLAs and other contractual agreements are met
• Develop organization structure and staffing for large Application Development and Maintenance teams
• Understand and follow contract obligations and develop procedures to ensure timely execution
• Remove any obstacles blocking or slowing the team down
• Build process improvement metrics, reports and changes to existing process documentation
• Promote continuous improvement and help teams to improve efficiency
• Run priorities across multiple projects
• Provide transparency to team status and issues to Senior Management
• Lead and grow client relationships through successful delivery of Application Development and Maintenance.
• Develop financial forecasts and supervise financial performance to ensure profitability
• Lead the integration and reviews of 3rd party vendor tasks, tracks and reviews work

Essential Skills Required Required qualifications to be successful in this role

• 5 + years Service Delivery Management / Project Management experience in Application Development and Maintenance
• Demonstrated ability with Software Development Life Cycle with direct interaction with clients
• Proven track record delivering Application Development and Maintenance services
• Rapport-building, debate, consensus-building and clear expectation setting and communications for clients, teams and members
• Client management experience required
• Process definition, implementation, management and improvement capabilities including the documentation thereof
• Scope, expectation and dedication setting, delivery and reporting for clients, teams and members
• Project planning, management and documentation for new and steady state operations
• Experience with Agile delivery approaches
• Demonstrated ability to rationalize problems and use judgment and innovation to define clear and concise solutions
• Ability to mentor junior team members

Desired Skills

• Project Management Professional (PMP) Certification is an asset
• ITIL based Service Management
• Application life cycle management experience
• Experience with energy utilities and/or government regulated industries an asset
• MS Project, Excel, Power Point, Word, Visio, Share Point

Education requirements

• Bachelor's degree or above or equivalent work experience

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.