Service Delivery Manager
Category: Project Management
Main location: United States, California, Sacramento
Position ID:J1023-1281
Employment Type: Full Time
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Position Description:
We are seeking a Service Delivery Manager to join our CGI team in Sacramento, CA!
This role can be performed REMOTELY!
You will be joining a multifaceted and fast-paced client interactive support and implementation team.
As part of a project team, you will lead day to day Service Management activities for the Operations team including but limited to Project, Request, Incident, Problem, and Change Management activities which includes management of document deliverables and supporting the relationship between CGI and the client.
If you are an experienced Service Delivery Manager who can learn while performing, operates independently and understands the technology being implemented, then this might be the role for you.
Other traits for this opportunity are those who have a keen interest Operations management, customer relations, and Service Level Management.
How we’re transforming Government
We use technical expertise and secure solutions to help government reinvent the ways of working to improve citizen services and increase efficiency. Our work helps civil entities provide services transparently and with fewer resources.
Your future duties and responsibilities:
How you’ll make an impact
The duties and responsibilities of the Operations Service Manager include, but are not limited to, the following:
Operations Project, Request, Incident, Problem, and Change Management activities:
• Leads infrastructure implementation and maintenance projects
• Leads Operations Request, Incident, and Problem Management activities to ensure timely and effective delivery of service in compliance with Service Level Agreements (SLA) and contractual requirements
• Serves as internal and external escalation point for day-to-day Ops issues
• Shares Off-hours on-call Incident Manager Responsibilities, and coordinates Major Incident Management activities both on and off-hours
• Supports Problem Management activities, leading technical team members in identifying Root Causes and Corrective Actions and ensuring they are properly brought together in Incident and Problem Reports; ensures Corrective Actions are implemented
• Participates in internal change management meetings, ensuring new work is planned, documented, and communicated to/from other groups, including client
• Coordinates off-hours operations activities in support of major releases and system/service implementations
Leads Operations Service Level Management Activities:
• Closely monitors Operations Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), identifying and analyzing gaps to produce plans of action for ensuring compliance with contractual requirements
Coordinates the development and maintenance of Operations documentation including the Operations Plan, Operations Manual and other contractual Deliverables:
• Works with client to understand deliverable expectations; captures together these in Deliverable Expectation Documents (DEDs)
• Works with Operations Project Manager to maintain deliverable schedules within Ops Schedule
• Assists Operations Deliverable owners with development of Deliverables and ensures internal peer reviews and client walk-throughs are completed
• Ensures deliverables meet CGI standards in terms of completeness of information and quality of writing
As needed, supports Project Management (e.g. schedule updates and reviews) and Risks and Issue Management activities for Operations.
Required qualifications to be successful in this role:
What you’ll bring
• Minimum of 5 years of Service Delivery Manager experience
• 3 – 5 years relevant business experience, managing one or more areas of infrastructure operations (e.g. Server Administration, Network Administration)
• Supervising functional areas (Network/Cloud Engineers & Database Administrators) — 3 to 4 teams of up to 50 people total
• Experience supporting external account / customer relationships
• Excellent written and verbal communication skills and an ability to listening actively
• Ability to understand & analyze an issue or problem to develop & implement a corrective action plan
• Excellent presentation skills
• Excellent analytical skills
Desired qualifications/non-essential skills:
• PMP/ITIL or similar project or service management certification
• Experience delivering managed/outsourced IT services
• Knowledge of Industry Sector (Social Services)
• Familiarity with Atlassian (Jira, Confluence, Bamboo, Bitbucket) and other DevOps tools
• Familiarity with AWS, Local and Wide area networking technologies, Unix operating systems, and middleware
• Experience support fast-paced development environments applying Agile, SDLC and/or other systems development methodologies
• Ability to communicate sophisticated technical information to less technical staff (e.g. CGI management and client staff)
• Experience working in an outsourced/managed services environment with some client-facing responsibilities (e.g. technical discussions with the client)
“CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $95,900 – $168,900.”
At CGI we call our professionals “members” to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI’s benefits include:
• Competitive base salaries
• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category
• 401(k) Plan and Profit Participation for eligible members
• Generous holidays, vacation, and sick leave plans
• Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment;
• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more
#LI-RS2
#DICE
Skills:
- Agile Delivery Management
- Issue Management
- Network Administration
- Operations Management
- PMI Project Management Prof
What you can expect from us:
Insights you can act on
While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today – one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story? Join CGI – where your ideas and actions make a difference.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.
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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.