Cloud Services - Service Delivery Manager Lead

Category: Business Consulting, Strategy and Digital Transformation
City: San Diego, California, United States
Position ID: J0620-0823
Employment Type: Full Time
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Position Description

The CGI Global Technology Operations Organization is seeking a senior Cloud Services SDM Lead with strong service delivery and project management experience to cover a book of business within the GTO US CSG PaaS portfolio. This role is CGI’s counterpart to our clients IT Service Delivery Manager and will be responsible for managing the staff, technical components/tools, and the operational aspects of Cloud Services.

The position of Cloud Services SDM Lead will join the Client Engagement organization which is continuing to grow rapidly and expand its' client base. The Datacenter SDM Lead will work with a team of professionals with skillsets ranging from administrative to senior technical experts. Opportunities within Client Delivery for this perspective member are vast if the candidate is ambitious and values the relationship of our clients.

Your future duties and responsibilities

- Ability to act as single POC; managing day to day relationships, providing insight into CGI offerings, new technology opportunities, communicate regularly with C Level executives, participate in all client meetings and be available on a 24/7 basis. Candidate must be able to articulate the "CGI way" while also delivering sometimes negative messages in a diplomatic way.
- Ability to manage escalations, outages, significant issues/concerns while working closely with internal members engineers and providing consistent communications to clients.
- Ability to work independently, be a forward-thinking individual and provide as much foresight and advanced notice into potential issues negatively influencing CGI.
- Certified ITIL service management foundation.
- Training, experience, and certification in datacenter operations and associated tools managed.
- Strong knowledge of management of staff resources, including the ability to motivate staff and resolving issues and conflicts.
- Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other Providers to meet the clients end-to-end service levels.
- Ability to manage ITSM management processes and procedures in an outsourcing environment.
- Develop, maintain, and continuously update Procedures used by CGI for the delivery Services for Cloud Services as needed and manage the implementation of Changes to the Services when Procedures are updated.
- Monitor and report on the CGI’s performance for that service area of responsibility as required by the Agreement.
- Receive complaints and inquiries from customers for service quality and delivery, and promptly work towards providing a resolution to the issue.
- Ability to work closely with the PMO on existing and future projects; resource and budget planning, health check report generation and be accountable for timely delivery and overall success.
- Develop and maintain relationship with the clients counterparts for the delivery of services within their area of responsibilities;

Required qualifications to be successful in this role

- Strong project, customer service, communication, and service management skills based on experience with outsourcing arrangements.
- Strong knowledge of measurement processes, procedures and methodologies, including the ability to drive internal behavior.
- Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other Providers to meet the clients end-to-end service levels.
- Ability to understand, design, implement, and manage ITSM management processes and procedures in an outsourcing environment.
- Ability to fully manage/oversee any account issues (financials, SLA, CSAP) and generate corrective action plans and bring account(s) back to green as aggressively as possible.

Skill Set Years of Experience Proficiency Level
Cloud Services Delivery Management 5+ years Experienced
Project Management 5+ years Experienced
Account Management 5+ years Experienced

Skills

  • Account Management
  • Project Management
  • Problem Solving/DecisionMaking
  • Communication (Oral/Written)
  • Communications Management
  • Customer Service & Support
  • Cloud Computing

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.

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CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

CGI is committed to the principles of equal employment opportunity and to compliance with US laws and regulations. Click here to access our U.S. Equal Employment Opportunity and Anti-Harassment Policy.

Applicants have rights under Federal Employment Laws:

  1. EPPA
  2. FMLA
  3. Consolidated EEO Is The Law
  4. Pay Transparency Statement Policy

 

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.

We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members.