Service Delivery Manager (Infrastructure)

CGI is seeking an experienced Service Delivery Manager to lead the delivery of infrastructure managed services for a strategic financial services client.

Reporting to the Director, Consulting Delivery, you will be responsible for the end-to-end delivery, governance, and operational management of infrastructure services, ensuring contractual commitments, service level agreements (SLAs), and operational objectives are consistently achieved.

As the primary point of contact for the client, you will build strong relationships with business and technical stakeholders while coordinating CGI delivery teams, technical specialists, and third-party vendors to deliver reliable, high-quality infrastructure services.

This role is ideal for a collaborative leader who thrives in complex enterprise environments, enjoys solving operational challenges, and is passionate about delivering exceptional client experiences through continuous service improvement.

Toronto, ON

Hybrid work model (minimum three days per week in the office)

Standard Monday to Friday work schedule

Participation in a management on-call rotation for critical production incidents

No regular travel required

Security Requirements

Must be eligible to obtain and maintain Government of Canada Protected B Security Clearance (Reliability)

Must comply with all client security, operational, and compliance requirements

Your future duties and responsibilities

Client Relationship & Service Delivery

Serve as the primary operational contact for infrastructure service delivery

Build trusted relationships with client stakeholders and maintain high levels of customer satisfaction

Ensure services are delivered in accordance with contractual commitments and agreed service levels

Represent CGI during governance meetings, operational reviews, and client service discussions

Coordinate cross-functional teams to ensure consistent, high-quality service delivery

Service Governance & Continuous Improvement

Monitor and report on SLA and KPI performance

Prepare executive dashboards, governance presentations, and operational reports

Maintain RAID logs, service improvement plans, and governance documentation

Identify opportunities to improve operational efficiency, service quality, and customer experience

Ensure compliance with contractual obligations and governance standards

Infrastructure Operations

Lead the delivery of infrastructure operational services across the account

Coordinate Incident, Problem, Change, Release, Asset, and Configuration Management activities

Facilitate Root Cause Analysis (RCA) and Problem Management activities

Oversee change planning, implementation, risk assessments, and post-implementation reviews

Provide leadership during major incidents and critical production events

Risk, Compliance & Business Continuity

Coordinate internal and external audits

Support audit planning, evidence collection, compliance reporting, and remediation activities

Maintain account risk registers and action plans

Lead Disaster Recovery planning, testing, governance, and reporting

Drive continuous improvement of operational resilience and recovery readiness

Operational Initiatives

Manage operational improvement initiatives and small-to-medium infrastructure projects

Coordinate implementations while managing scope, timelines, risks, issues, dependencies, and stakeholder expectations

Support the introduction of new services and operational enhancements

Leadership & Collaboration

Collaborate with infrastructure, operations, security, networking, application support, vendors, and client teams

Lead cross-functional operational initiatives without direct authority

Participate in the management on-call rotation

Perform other duties as required

Required qualifications to be successful in this role

Minimum 5 years of experience in IT Service Delivery Management, Infrastructure Operations, Managed Services, or a related discipline

Proven experience managing large, client-facing infrastructure service delivery engagements

Experience managing SLA-driven service delivery in enterprise environments

Strong understanding of IT Infrastructure Operations and IT Service Management (ITSM) best practices

Experience leading governance meetings, operational reporting, audits, and executive presentations

Strong communication, stakeholder management, and client relationship skills

ITIL certification is considered an asset

Technical Skills

Required

ServiceNow

BMC Remedy

Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Project)

IT Service Management (ITSM)

Incident, Problem, Change, Asset, and Configuration Management

SLA and KPI reporting

Knowledge of ITIL Service Operation, Service Design, and Service Transition

Preferred

Dynatrace

PMP, PRINCE2, Agile, or equivalent project management certification

Experience supporting enterprise infrastructure environments, including:

Networking

Windows/Linux Servers

Storage

Virtualization

Cloud Platforms

Backup & Recovery

Disaster Recovery

Experience using automation, AI-enabled operational tools, or analytics platforms to improve IT service delivery

Success in this Role

Strong client relationship management and communication skills

Exceptional leadership and stakeholder engagement capabilities

Ability to influence cross-functional teams without direct authority

Excellent analytical and problem-solving abilities

Strong organizational and prioritization skills

Sound decision-making in high-pressure operational environments

Collaborative approach with a focus on continuous improvement and customer success

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $95,000–$145,000. This role is an existing vacancy

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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.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

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