Service Delivery Manager

Overview

Service Delivery Manager

Category: Project Management

Main location: United States, Florida, Miami

Position : J

Employment Type: Full Time

Position

Description:

CGI has an immediate need for a Service Delivery Manager. The Service Delivery Manager (SDM) is a key client-facing leader supporting CGI s Application Managed Services (AMS) delivery model, accountable for end-to-end service integration, governance, and performance oversight across a global delivery construct.

As part of the Client Relationship Management team, this role supports a One CGI delivery approach, collaborating closely with CGI s Nearshore and offshore delivery teams. The Service Delivery Manager works alongside offshore SDMs to drive alignment, transparency, and shared ownership of service outcomes. The SDM ensures that global delivery teams operate as one cohesive delivery organization, aligned to CGI standards, contractual commitments, and client expectations.

This position is located in Miami, FL in a hybrid working environment.

• Act as the primary onshore, client-facing SDM, serving as the main point of contact for AMS service execution, governance, and escalations

• Interface with the global Service Delivery Managers to ensure consistent service delivery alignment across CGI and supplier teams

• Provide service integration leadership across CGI Atlantic Nearshore (Canada) and APAC Offshore (India) delivery teams, ensuring seamless coordination and accountability

• Partner with Nearshore and Offshore Service Delivery Managers, establishing strong peer-to-peer relationships to drive operational consistency and issue resolution

• Review, manage, and approve AMS deliverables, including work plans, management reviews, change requests, and outstanding issues, in accordance with CGI governance processes

• Drive day-to-day operational decision-making, recommending service improvements and delivery optimizations to support steady-state operations

• Serve as the primary escalation point for AMS-related service delivery issues, ensuring timely resolution and protecting SLAs and KPIs

• Maintain proactive, transparent communication between the client, account leadership, and global delivery teams

• Oversee schedule control and delivery execution, ensuring all expected AMS deliverables and services are delivered as planned

• Identify delivery or planning variances, working with Nearshore and Offshore SDMs to implement corrective actions

• Ensure adherence to CGI quality standards, addressing non-compliance and driving continuous improvement initiatives

• Track change decisions, risks, and outstanding issues, ensuring traceability and governance compliance

• 4+ years of leadership experience in IT Service Delivery or Application Managed Services (AMS) within large, complex enterprise environments

• Proven experience as a client-facing Service Delivery Manager with direct accountability for service performance, SLAs, and client satisfaction

• Strong working knowledge of ITIL-based service management, including Incident, Problem, Change, and Root Cause Analysis (RCA)

• Demonstrated experience managing Level 2 / Level 3 application support teams and operations

• Experience leading governance forums, including operational reviews, escalation calls, and executive-level service discussions

• Proven ability to manage and integrate global delivery teams (onshore, nearshore, offshore), working peer-to-peer with regional Service Delivery Managers

• Hands-on experience with Service Now ITSM, including SLA reporting, ticket hygiene, and operational dashboards

• Strong communication skills with the ability to engage technical teams, account leadership, and client stakeholders

• Engineering/technical background is a strong plus

• Experience ``Desired qualifications/non-essential skills required'' (non-essential) – see below for details

• Experience supporting Service Desk or IT Managed Services engagements in regulated or large-scale enterprise environments

• Exposure to automation, ticket reduction initiatives, or AI-enabled service management

• Experience supporting environments undergoing application modernization or SaaS transitions

• Familiarity with SOC 2 Type…