At CGI, we deliver innovative technology solutions that help our clients achieve mission-critical outcomes. As a Service Delivery Manager, you will play a pivotal role in supporting the transition of a new on-premises cloud platform into live service for the Client.
Working across project and operational teams, you will help establish the processes, governance, and service management capabilities required to ensure a secure, reliable, and high-performing service. This is an exciting opportunity to take ownership of service delivery, influence operational readiness, and contribute to the success of a strategically important programme.
CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ‘Best Employer’ by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.
Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance.
This is a hybrid position with remote working available and occasional travel to Leatherhead.
Your future duties and responsibilities
In this role, you will be responsible for managing the live service for a new on-premises cloud solution being delivered to the Client. Working closely with technical, project, and customer stakeholders, you will help define, implement, and continuously improve the processes, procedures, and documentation required to support operational service delivery.
You will take ownership of service management activities, ensuring support arrangements are effective, well-documented, and aligned with customer expectations. As the service transitions into operation, you will play a key role in driving service excellence, maintaining stakeholder confidence, and ensuring the platform is supported through robust governance and operational processes.
Key responsibilities:
- Lead & Manage live service delivery activities across the programme
- Define & Maintain operational processes, procedures, and support documentation
- Collaborate & Coordinate with project, engineering, and customer stakeholders
- Monitor & Improve service performance and operational effectiveness
- Establish & Mature service management governance and reporting
- Support & Facilitate service transition and operational readiness activities
- Manage & Communicate service issues, risks, and escalations
- Drive & Enhance continuous service improvement initiatives
Required qualifications to be successful in this role
To be successful in this role, you will have experience delivering and managing IT services within complex environments. You will possess strong organisational and stakeholder management skills, with the ability to develop effective service processes and documentation. Experience supporting defence or government customers would be highly beneficial.
Essential qualifications and experience:
- Proven experience in Service Delivery Management or IT Service Management roles
- Strong documentation and process development skills
- Experience managing operational services and support functions
- Ability to engage effectively with technical and non-technical stakeholders
- Strong communication, organisational, and problem-solving skills
- Experience working with Ministry of Defence (MOD) customers or programmes
- Ability to drive service improvements and operational best practice
- UK Security Clearance or eligibility to obtain clearance
Desirable qualifications and experience:
- ITIL certification or practical ITIL experience
- Experience supporting cloud-based or hybrid infrastructure environments
- Knowledge of service transition and operational readiness activities
- Experience within defence, government, or highly regulated environments
Location: Remote with occasional travel to Leatherhead
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Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
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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.
Come join our team—one of the largest IT and business consulting services firms in the world.
