Service Delivery Manager (IT)

At CGI, we deliver mission-critical services that keep complex organisations running securely, efficiently, and at scale. As a Service Delivery Manager, you will play a pivotal role in ensuring the performance, reliability, and continuous improvement of key application services, driving measurable outcomes for clients. You will lead service excellence across multiple operational business services, shaping delivery, managing risk, and ensuring compliance with SLAs and KPIs. Working within a collaborative and supportive environment, you will take ownership of service performance, influence strategic direction, and help deliver resilient, high-quality solutions that make a real difference. 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 role is based in Glasgow. Candidate profile: In this role, you will take ownership of end-to-end service delivery across a portfolio of operational business services, ensuring performance, stability, and continuous improvement. You will lead and support Technical Leads and application support teams, overseeing service performance, compliance, and operational readiness while working closely with business partners and client stakeholders to deliver high-quality outcomes. You will be accountable for SLA and KPI achievement, financial management, supplier coordination, and service governance. From managing major incidents and escalations to ensuring data accuracy across CMDB and service records, you will play a key role in maintaining service excellence while driving forward planning for upgrades, patching, and future demand in a collaborative, delivery-focused environment.

• Lead & manage end-to-end service delivery across multiple OBS/services
• Oversee & support Technical Leads and application support teams
• Ensure & report on SLA/KPI compliance and service performance
• Manage & maintain service currency, patching, and upgrade roadmaps
• Own & govern CMDB data accuracy across applications and services
• Coordinate & manage third-party suppliers and service providers
• Handle & escalate major incidents, ensuring effective client communication
• Act as primary interface for business partners and client service teams
• Manage & track financials, including BAU effort, POs, and renewals
• Support & approve service documentation, including AiS artefacts
• Plan & coordinate service outages, changes, and maintenance activities
• Participate in on-call rota for out-of-hours service support

Required qualifications to be successful in this role You will bring proven experience in service delivery management within complex, regulated environments, with strong leadership, stakeholder engagement, and operational management capabilities. You should be confident managing service performance, financials, suppliers, and technical teams, with a clear understanding of IT service management principles and frameworks. You should have strong experience in

• Service Delivery Management or similar roles
• Proven ability to manage SLAs, KPIs, and service performance outcomes
• Experience leading technical teams and supporting staff development and performance
• Strong stakeholder management and client engagement skills
• Experience managing third-party suppliers and contracts
• Solid understanding of ITIL or IT service management frameworks
• Experience with CMDB management and service data governance
• Ability to manage financials including budgeting, forecasting, and invoicing
• Experience handling major incidents and service escalations
• Willingness to participate in an on-call rota covering nights and weekends.

#LI-SF1