Service Delivery Manager

Position Description:

II.Título del puesto / Title on Posting
Transition Manager / Local Service Delivery Manager
III.¿Qué Buscamos? / What are we looking for?

As Transition Manager and local Service Delivery Manager, you will first define the entire project context in line with the contract and manage all project activities for the assigned customer(s) (software development, Transition, hardware and software installations, software support, hardware maintenance), ensuring the cooperation of the different departments of the organization, other entities and foreign suppliers. Operations will be managed in several countries, in collaboration with local and international customers.

This role involves setting aligned KPIs & SLAs for our Services, assessing customer feedback, build and improving procedures accordingly to ensure that excellent end-user experience is always provided.
You have:
•Excellence at discerning the interconnections among business objectives, data insights, application functionalities, and infrastructure services.
•Highly skilled in negotiations, adept at making strategic decisions, with a focus on Vendor Management.
•Demonstrates robust leadership qualities, persistence, and the capacity to lead through influence within a dynamic, matrixed, and rapidly evolving context.
•Problem solving skills with ability to multi task
•Work independently and across many initiatives at once
•Outstanding strategic planning and critical analysis, complemented by strong emotional intelligence.
•Entrepreneurial mindset and inventive problem-solving skills.
•Strong self-starter and effective team player.
•Demonstrates resilience and adaptability, navigating fluctuating customer and organizational environments with a proactive approach.
•Maintains the highest level of integrity and commitment in professional conduct.
•Team player with the ability to adapt to changing priorities and goals.
•Ability to translate and articulate business needs into software requirements/epics.
•Able to exercise Spanish and English language skills (C1 level) in professional workplace scenarios (presentations, client meetings, virtual / in-person team meetings).
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IV.Funciones y Responsabilidades / Your future duties and responsibilities
Your future duties and responsibilities
•Application Management: Develop and maintain high quality standards. Negotiate, manage, and monitor SLAs for application and infrastructure management services, ensuring compliance and performance. Evaluate performance against SLAs, identify areas for improvement, and implement corrective actions...
•Ensure with End-to-End process management the best possible performance in quality, security, compliance, and costs.
•She/He integrates the new global Service processes across multiple functions, locational geographies, vendors, and business units.
•Strategic Planning: Work closely with IT management to align services with organizational objectives and strategies. Identify opportunities for service improvement and cost reduction. Develop and implement strategic plans for IT service delivery enhancements.
•Service Delivery Oversight: Ensure that application services are delivered in line with agreed standards and SLAs. Monitor service delivery performance, addressing any issues or gaps promptly. Implement best practices in service management to achieve continuous improvement.
•Change management: Supervise and facilitate the implementation of changes to systems and processes, ensuring that they are made in a controlled manner and with minimal impact on the client's operation.
•Risk management: Identify and mitigate risks that may affect service delivery, working to avoid unplanned disruptions.
•Supplier Management: Coordinate with external suppliers when necessary to ensure quality and timely delivery of services.
•Resource management: Allocate and manage the resources needed to maintain quality and efficiency in service delivery.
•Continuous improvement: Identify opportunities to improve service delivery processes and procedures, as well as increase efficiency and customer satisfaction.
•Reporting and analysis: Generate periodic reports on the performance of the services delivered, as well as perform analysis to identify trends and areas for improvement.
•Take ownership of critical & major incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
•Team Leadership: Lead a team of external service delivery professionals in different geographies. Foster a collaborative and high-performance culture within the team.

V.Cualidades necesarias para este rol / Required Qualifications To Be Successful In This Role
Required Qualifications To Be Successful In This Role

•A Bachelor’s or Masters Degree in Business Management, Information Systems, Computer Science, Business Administration or a relevant field
•> 8 years of experience in IT for different areas such as Service Delivery Management, application, infrastructure, software development, operation technology etc.
•> 5 years of experience as the responsible function for Service Delivery Management.
•Lead internal and client meetings with thorough documentation and rigorous follow-up
•Manage client and project documentation, communications, meetings and required meeting follow-ups
•Strong verbal and written communication skills in English
•Demonstrated ability to work in a matrix environment with a high degree of cross-functional collaboration.
•Monitoring and following up the relationship and the agreements made with the client
•Advising clients and communicating with impact, both verbally and in writing
•Define preconditions, committed to achieving the (project) objectives.
•As a proactive leader, provide guidance and support to project team members, promoting collaboration.
•Define preconditions, committed to achieving the (project) objectives.
•As a proactive leader, provide guidance and support to project team members, promoting collaboration.
•Continually seek to improve
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•Excellent analytical, negotiation, and problem-solving skills.
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•Fluent in English C1

VI.Cualidades deseadas / Desired Qualifications:

•Experience in IT service management working in international companies.
•3 years of experience in application management with transfer of applications in the Services
•Ability to understand complex business needs and translate them into detailed, executable functional requirements
•Track metrics around infrastructure performance and service requests
•Deep understanding of IT infrastructure technologies and services.
•Experience working on and deploying complex enterprise level solutions
•Various methodologies such as: AGILE / ITIL / CMMI / ISO, etc.
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VII.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 , 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, height, weight, 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 . You will need to reference the Position ID 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 Position ID 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.
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