Service Delivery Manager

Position Description:

At CGI, you'll play a leading role in delivering secure, high-quality IT services that enable critical public sector organisations to achieve meaningful outcomes. As a Senior Service Delivery Manager, you'll help shape the success of a major transformation programme by driving service excellence, strengthening client partnerships, and ensuring services continue to evolve to meet changing business needs. Working alongside experienced colleagues in a collaborative environment, you'll have the opportunity to influence strategy, champion continuous improvement, and make a lasting impact while developing your own career with one of the UK's leading technology and business consulting organisations.
CGI was recognised in the Sunday Times Best Places to Work List 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 based primarily at our client site in Belfast (2–3 days per week), with occasional travel to the CGI Belfast office and home working.

Your future duties and responsibilities:

In this role, you will lead the delivery of high-quality IT services for a key public sector client, ensuring operational excellence, strong governance, and an exceptional customer experience. You'll work closely with CGI leadership, client stakeholders, and delivery teams to oversee service performance, manage contractual commitments, and drive continual service improvement. Your ability to build trusted relationships, resolve complex operational challenges, and champion service management best practice will be central to the success of the programme.
You'll also play a key role in managing service performance, financial accountability, and operational risk while fostering collaboration across multiple teams and suppliers. By proactively identifying opportunities to improve services, you'll help ensure the client continues to receive reliable, secure, and value-driven IT services that support their long-term objectives.
Key responsibilities
• Lead & Deliver IT service delivery in line with agreed contractual commitments, SLAs and KPIs.
• Monitor & Report service performance through meaningful reporting, governance and regular client reviews.
• Manage & Resolve major incidents, escalations and service risks to minimise business impact.
• Drive & Improve continual service improvement initiatives that enhance service quality and customer satisfaction.
• Build & Strengthen trusted relationships with client stakeholders, delivery teams and third-party suppliers.
• Own & Manage service financials, ensuring effective budget management and commercial accountability.
• Coordinate & Govern licence, configuration and obsolescence management activities.
• Support & Mentor colleagues while promoting collaboration, knowledge sharing and service management best practice.
• Influence & Communicate complex technical and service information clearly to both technical and non-technical audiences.

Required qualifications to be successful in this role:

To succeed in this role, you'll bring significant experience leading IT service delivery within complex environments, combined with excellent stakeholder management, commercial awareness, and a passion for delivering outstanding customer outcomes. You'll be confident working with senior client stakeholders, driving continuous improvement, and ensuring services are delivered efficiently, securely, and in line with contractual commitments.
Essential qualifications
• ITIL Foundation certification (or equivalent IT Service Management qualification).
• Proven experience managing IT service delivery within complex operational environments.
• Strong knowledge of ITSM principles, processes and service management tools.
• Demonstrable experience introducing, managing and reporting against SLAs and KPIs.
• Experience leading continual service improvement initiatives.
• Strong stakeholder management and client relationship skills.
• Experience managing major incidents, service escalations and operational risks.
• Commercial awareness with experience managing service budgets, contracts and financial performance.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
• Strong leadership skills with experience mentoring, coaching or leading multidisciplinary teams.
Desirable qualifications
• Experience delivering services within the UK public sector.
• Knowledge of cloud-hosted services and digital transformation programmes.
• Experience with ServiceNow or other enterprise ITSM platforms.
• ITIL Managing Professional, ITIL Expert, or progression towards advanced ITIL certification.
• Experience supporting organisational change management initiatives.
• Relevant academic or professional qualifications in IT, Service Management or Project Management.
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Skills:

• Communication
• Cont. Service Improvement
• Customer QoS/SLA Management
• Delivery management
• Finance
• Incident Management
• ITIL
• Leadership
• Service Level Management (SLM)
• Stakeholder management
• ServiceNow