Service Delivery Manager

At CGI, our Service Delivery Managers are at the heart of building strong client partnerships and ensuring services consistently deliver measurable value. In this role, you will take ownership of end-to-end service performance across one or more client contracts, ensuring delivery excellence, financial control, and client satisfaction. You’ll have the opportunity to lead teams, drive service improvements, and identify growth opportunities, all while being supported by a collaborative environment that values creativity, ownership, and professional development. This is a chance to make a lasting impact on our clients’ success while shaping your own career progression at CGI.

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.

This is a hybrid position.

Your future duties and responsibilities

In this role, you will be accountable for the successful delivery of CGI’s services to clients, managing the full service lifecycle from planning through to reporting. You’ll ensure SLAs are consistently achieved, budgets and resources are effectively managed, and risks are identified and addressed. You will build strong client relationships, act as a trusted advisor, and play a pivotal role in identifying opportunities for service improvement and business growth.
As a people leader, you’ll guide a small team, balancing workloads and supporting development while ensuring performance standards are met. Working collaboratively with internal teams, clients, and partners, you’ll uphold CGI’s reputation for service excellence and make a meaningful impact on both our business and our clients’.
Key responsibilities include:
Deliver & Assure: Ensure service contracts are delivered on time, on budget, and to agreed SLAs.
Plan & Control: Maintain service delivery plans, including financials, resources, and reporting.
Lead & Support: Manage and support a small team, providing clear direction and feedback.
Collaborate & Engage: Build strong relationships with clients, partners, and internal teams.
Improve & Grow: Identify risks, propose improvements, and uncover opportunities for new business.

Required qualifications to be successful in this role

To succeed, you should have proven experience in service delivery management, financial and contractual accountability, and team leadership. Strong communication, stakeholder management, and problem-solving skills are essential, alongside the ability to identify improvements and drive client satisfaction.
You should have:
Experience managing IT or service delivery contracts.
Strong understanding of SLAs, service reporting, and risk management.
Ability to plan, budget, and resource effectively.
Experience leading small teams and providing performance management.
Strong relationship-building skills with clients, partners, and stakeholders.
Commercial awareness with the ability to identify growth opportunities.

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.