Job Description

. Act as the primary point of contact for clients/customers regarding IT service delivery.

. Build and maintain strong stakeholder relationships, ensuring agreed service levels and commitments are met.

. Monitor service performance, conduct regular service reviews, and prepare performance reports.

. Drive continual service improvements to enhance efficiency, reduce costs, and increase customer satisfaction.

. Ensure compliance with contractual obligations, KPIs, and SLAs.

. Facilitate the change management process, ensuring all changes are recorded, assessed, approved, and implemented.

. Chair or participate in Change Advisory Board (CAB) meetings.

. Minimize the risk and impact of changes through thorough assessment and planning.

. Track change success rates and continuously improve the process.

. Own the incident lifecycle: detection, logging, classification, investigation, resolution, and closure.

. Ensure incidents are resolved within SLA timelines to minimize business impact.

. Escalate high-priority incidents and coordinate with cross-functional teams for quick recovery.

. Conduct major incident reviews, ensuring root causes and preventive actions are captured.

. Strong knowledge of ITIL framework

. Proven expertise in Incident, Problem, and Change Management.

. Experience in managing stakeholders at senior levels, including business leaders and vendors.

. Excellent communication, presentation, and negotiation skills.

. Experience with ITSM tools (ServiceNow, Remedy, etc.).

. Knowledge of cloud and hybrid IT environments.

. Prior experience in managed services or outsourcing environments.

. Customer-focused mindset with a drive for service excellence.

. Leadership skills to guide cross-functional teams.

. Problem-solving and critical-thinking ability.

. Continuous learner with a passion for process improvement.

Your future duties and responsibilities

Required qualifications to be successful in this role

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.