Job Description

Company:

Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.



Position: Lead Analyst/Associate Consultant - Client Lead/Client Service Manager IT

Experience:8-12 Years


Category: Software Development/ Engineering

Shift Timing: 12:00 PM to 10:00 PM

Location: Chennai /Pune/Mumbai

Position ID: J0925-2182

Employment Type: Full Time



Position Description:

The Client Lead is responsible for managing strategic client relationships, ensuring smooth IT service delivery, and serving as the primary communication bridge between clients and internal delivery teams. Supporting clients across the US and Europe, this role requires strong leadership, advanced problem-solving abilities, and excellent communication skills. The Client Lead oversees service performance, conducts regular review meetings, drives issue resolution, and prevents service disruptions or escalations. The position demands the ability to handle multiple clients, work across time zones, and participate in a rotation as an Escalation Manager for urgent or critical issues.

Your future duties and responsibilities

Act as the primary liaison for US and Europe-based clients, ensuring consistent, high-quality IT service delivery. Conduct regular Service Review Meetings to present updates on open issues, performance metrics, SLAs, and resolution timelines. Prioritize, track, and escalate client issues based on urgency and business impact. Collaborate with internal technical teams, SMEs, developers, and cross-functional units to drive efficient resolution of ERP and operational issues. Oversee incident and problem management activities, ensuring accurate root-cause analysis and follow-up actions. Maintain detailed documentation and reporting through tools such as Jira or ServiceNow. Manage multiple clients simultaneously while maintaining excellent client satisfaction and service outcomes. Serve as Escalation Manager on a rotational basis, providing support for critical or high-severity incidents. Identify service gaps, risks, or trends and implement proactive measures to prevent escalations. Ensure strong alignment between client business processes and IT service delivery

Required qualifications to be successful in this role

Education Qualification: Bachelor's degree in computer science or related field or higher with minimum 6 years of relevant experience.



Must to Have :

6-12 years of experience in client-facing roles within IT services, service delivery, ERP support, or customer success functions. Hands-on experience with major ERP systems such as SAP, Oracle, NetSuite, or Microsoft Dynamics. Strong troubleshooting and analytical skills with the ability to investigate and resolve ERP/application issues. Working knowledge of SQL or basic database querying for issue diagnosis. Excellent verbal and written communication skills with the ability to translate technical elements for non-technical stakeholders. Proven experience managing complex client environments with professionalism, empathy, and effective escalation handling. Strong organizational, time-management, and multitasking skills to support multiple clients across time zones. Flexibility to overlap working hours with US and Europe clients and participate in on-call escalation rotations.


Good-to-Have Skills

ERP certifications (SAP, Oracle, Microsoft Dynamics, NetSuite). Knowledge of ITIL or other ITSM frameworks. Experience working in global service delivery, managed services, or consulting environments. Familiarity with cloud-based ERP platforms and cloud ecosystems (AWS, Azure, GCP). Experience working with international or cross-cultural client groups. Understanding of business processes across finance, HR, supply chain, procurement, or manufacturing. Strong documentation, reporting, and stakeholder management capabilities.


CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs

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.




Come join our team--one of the largest IT and business consulting services firms in the world.