Service Deliver Manager - NetApp Stroage

Job description

Position Description At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com. This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please. Job Title: Service Delivery Manager Position: Associate Consultant Location: Bangalore Experience: 6+ years Position ID: J0626-1373 Job Summary As the Service Delivery Manager, you are the operational cornerstone of our client partnerships. Operating under a core philosophy of "Putting the customer at the center of everything we do," you will blend CGI's robust delivery frameworks with a proactive, predictive, and frictionless service DNA. You will lead cross functional production teams (on shore, off shore, and subcontractors) to deliver a seamless "One Company" experience, ensuring that service delivery is not just about meeting contractual SLAs, but actively driving the client's business success and operational goals. Key Responsibilities 1. Proactive & Predictive Service Operations (Powered by Data) Service DNA Focus: We don't wait for systems to fail; we use telemetry to prevent friction. . Predictive Incident & Problem Management: Oversee the ITIL Incident and Problem management processes across all production units. Go beyond reactive fixes by utilizing AI enabled telemetry, automated support logs, and continuous health monitoring to identify and resolve systemic issues before they impact the client's business operations. . Data Driven Capacity & Continuity: Maintain overall capacity, risk, and continuity plans (including Disaster Recovery). Anticipate usage spikes and ensure the infrastructure seamlessly scales to meet changing business demands without operational friction. . Frictionless Change & Release Management: Lead the implementation of Change and Release plans. Ensure all changes—especially cross service line transformations—are executed "right first time," minimizing disruption and ensuring an effortless transition for the client. 2. Delivering a "Maniacally Simple," Unified Experience Service DNA Focus: Obsessed with being easy to do business with and providing a seamless "One Company" feel. . Seamless Service Provisioning: Take lead responsibility for day to day service delivery, acting as the single thread that aggregates component services across multiple CGI service lines (BPO, AM, IM), subcontractors, and off shore blended delivery teams. . SLA/OLA Management via Simplicity: Translate complex operational metrics, OLAs, and SLAs into clear, manageable outcomes. Monitor compliance and take vigorous action against any risks to service quality, ensuring the client experiences a reliable, frictionless service. . Smooth Transitions & Transformations: Work closely with Transition/Transformation Managers and HR to ensure that any onboarding, staff/asset transfers, or major infrastructure shifts are handled seamlessly, maintaining absolute continuity of service. 3. "Soft Touch" Client Partnership & Value Creation Service DNA Focus: Centered on listening, respect, and aligning with the customer's actual business outcomes. . Strategic Client Relationship Management (CRM): Build deep, trusted working relationships with key business process owners. Apply the CGI Client Value Proposition (CVP) to adapt to the client's operational pace, meeting them "where they are" on their hybrid cloud journey. . Outcome Based Reporting & Reviews: Transform standard reporting (SDSR, FSR, production metrics) into strategic conversations. Lead regular service reviews that focus on business value, resolution progress, and service alignment, rather than just transaction volumes. . Driving Client Satisfaction: Conduct, analyze, and act upon client satisfaction surveys. Treat CX as a strategic imperative by rapidly implementing Service Improvement Plans to address any identified friction points. 4. Financial Stewardship & Knowledge Driven Innovation Service DNA Focus: Knowledge Centered Service (KCS) and continuous improvement. . Collaborative Service Innovation: Actively partner with the Client Service Manager, PdMs, and the client in periodic innovation workshops. Leverage our strategic partner platforms and CGI's evolving solutions to introduce new, value additive services that adapt to the client's changing business requirements. . Contract Financials & Cost Optimization: Maintain accurate financial plans and service provision cost status. Work proactively with Production Managers to identify cost savings and efficiencies, ensuring the service remains cost competitive and highly profitable while delivering maximum value. . Order Growth & Knowledge Enablement: Ensure that knowledge and technical solutions are acti