The Space, Defence and Intelligence business unit in CGI is a true IT Systems Integrator. We work, build, and operate bespoke, technically complex, mission-critical systems which help our clients keep us all safe and secure. We bring innovation to our clients using proven and emerging technologies, agile delivery processes and our deep expertise across the breadth of space, defence, intelligence, aerospace and maritime, all underpinned by our end-to-end cyber capability. We work collaboratively with global technology companies, cutting edge SMEs and academia to deliver the optimal solution for each client.
CGI was recognised in the Sunday Times Best Places to Work List 2024 and has been named one of the ‘World’s Best Employers’ by Forbes magazine. 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 position will be working out of our site near Farnborough.
As our IT Service Delivery Manager, you will be responsible for ensuring that all IT service commitments are met, processes are optimized, and customer satisfaction remains at the heart of our operations. You will leverage your strong technical background and excellent communication skills to manage teams and projects, ensuring that our IT services consistently exceed expectations.
Key Responsibilities
• Service Management: Oversee the delivery of IT services in alignment with agreed service level agreements (SLAs) and key performance indicators (KPIs).
• Client Engagement: Act as the primary point of contact for clients and internal stakeholders, managing IT service issues, escalations, and performance.
• Continuous Improvement: Develop and implement service improvement plans to address concerns and elevate service quality.
• Process Optimization: Oversee and enhance ITIL-based service management processes, including incident, problem, change, and configuration management.
• Relationship Building: Build and maintain robust relationships with clients, vendors, and other stakeholders.
• Risk Mitigation: Identify potential risks to service delivery and develop effective mitigation strategies.
• Experience: Proven track record in IT service delivery, IT operations, or a similar role.
• Technical Expertise: Solid technical background, with hands-on experience in VmWare technologies.
• Leadership: Demonstrated experience in managing teams and delivering IT services to meet organizational objectives.
• Communication: Exceptional written and verbal communication skills.
• People Management: Excellent leadership and people management skills to inspire and drive high-performing teams.
Desired Competencies
• Agile Processes: Understanding of Agile development processes.
• Cloud Platforms: Experience with Cloud Platforms.
• Sector Experience: Previous experience in the Defence industry is a plus.
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