Service Delivery Management - NetApp Storage

Job 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 / India (or as applicable) Experience: 6+ years Position ID: J0626-1372 Job Summary The Service Delivery Manager (SDM) is responsible for ensuring that services are delivered to customers on time, within scope, and at the agreed service levels. The role acts as the primary interface between clients and internal delivery teams, driving operational excellence, customer satisfaction, and continuous service improvement. Key Responsibilities Service Delivery & Operations . Own end to end service delivery for assigned accounts or programs. . Ensure adherence to SLAs, OLAs, KPIs, and contractual obligations. . Monitor service performance, availability, and capacity. . Drive incident, problem, and change management processes. . Ensure service continuity and risk mitigation. Client & Stakeholder Management . Act as the single point of contact for service-related matters. . Build strong relationships with clients and key stakeholders. . Conduct regular service reviews, QBRs, and governance meetings. . Manage escalations and ensure timely resolution. . Communicate service performance, risks, and improvement plans. . Lead and mentor delivery managers, team leads, and support teams. . Coordinate with cross-functional teams. . Manage third-party vendors and partners to ensure service quality. . Support resource planning and utilization optimization. Process & Continuous Improvement . Implement and improve ITIL-based service management processes. . Identify opportunities for automation and efficiency improvements. . Drive root cause analysis (RCA) and preventive actions. . Ensure compliance with internal policies and external standards (ISO, SOC, etc.). Required Skills & Qualifications Technical & Process Skills . Strong understanding of IT Service Management (ITSM). . Experience with ITIL frameworks (Incident, Problem, Change, Release). . Familiarity with tools such as ServiceNow, Jira, BMC Remedy, etc. . Understanding of NetApp storage support, infrastructure, application support . Leadership & Soft Skills . Excellent client-facing and communication skills. . Strong stakeholder and escalation management capabilities. . Proven people management and team leadership experience. . Ability to work in high-pressure, SLA-driven environments. . Strong analytical and problem-solving skills. Education & Certifications . Bachelor's degree in Engineering, Computer Science, or related field. . ITIL Foundation / Intermediate certification (preferred). . PMP, PRINCE2, or Agile certifications (good to have). Key Performance Indicators (KPIs) . SLA and KPI compliance . Customer satisfaction (CSAT / NPS) . Escalation management effectiveness . Service stability and incident reduction . Cost efficiency and margin adherence . Continuous improvement outcomes #LI-SA2 CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs. **Your future duties and responsibilities** **Required qualifications to be successful in this role** **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.