Client Engagement Manager (Infrastructure), Global Technology Operations

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CGI Canada - Ready For This

Position Description

Join our Global Technology Operations Team!
We are looking for a Client Engagement Manager. If you are a driver in building client relationships with a strong IT consulting background, this will be the role for you.

Work Location: Downtown, Toronto

Your future duties and responsibilities

• Interface regularly with Client management and staff to ensure on-going client satisfaction. Handle escalated queries and be on-call as required to resolve issues.

• Engagement Management of Client: Actions and Deliverables, Issues, Meetings, Scope, Contract, Requirements.

• Manage the Operations budget for the client, ensuring CGI stays within budget, and raises appropriate contract amendments to fund new/out-of-scope work.

• Establish strong working relationships with key client contacts and internal staff.

• Engagement Manage Technical Service Teams: accountable for service delivery quality during the life of the client engagement from transition/deployment projects through ongoing operations by providing leadership and priority setting in collaboration with the project managers, operations managers and team leads.

• Accountable for quality service delivery, client satisfaction and regular satisfaction meetings and surveys.

• Deliver and review with the client, the monthly service and SLA reports.

• Escalate to appropriate directors and/or managers if required to ensure SLAs are met.

• Accountable for financial tracking and billing.

• Establish a strong working relationship with the client to develop new opportunities for future CGI business.

Required qualifications to be successful in this role

Experience and Education:

• Must have 8 or more years of IT Client Service Management and/or IT Service Delivery Management experience.

• Must have demonstrated strong technical leadership, interpersonal skills and organizational abilities in large/complex engagements.

• Must have exceptional judgment and innovative problem-solving skills.

• Ability to deal with aggressive timelines and the associated pressure.

• Experience using a ticket management system such as Remedy

• Proficiency with MS-Office (Project, Excel, Word, PowerPoint, Visio).

• Comfortable conducting meetings, presenting and leading issue-resolution with management and senior management at the client and internally.

• Ability to speak, write and communicate clearly and effectively fluent in English.



Desirable:

• University degree or college diploma in a relevant field.

• Knowledge of security technologies, such as: security incident handling, log management, SIEM, IDS/IPS, NGFW, web content filtering.

• CISSP and/or CISM certification.

• ITIL certification

What you can expect from us

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com.

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.