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# IT Service Delivery Manager

- **Company:** CGI Group Inc.
- **Location:** London, United Kingdom
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Application Lifecycle Management, Information Technology, Performance Monitor
- **Published:** November 13, 2026
- **Apply:** https://www.free-work.com/en-gb/tech-it/job-mission/service-delivery-manager/senior-service-delivery-manager-8

## About the Role

You will be an experienced IT Service Delivery Manager with a strong background in managing complex, multi-service IT environments and building trusted relationships with senior stakeholders. You will combine commercial awareness, operational leadership and a proactive approach to service improvement, demonstrating the confidence to take ownership of challenges and collaborate effectively across technical and business teams. Your ability to influence, innovate and deliver measurable outcomes will be essential to your success.

Essential experience and skills:

 - Service Delivery Leadership: Proven experience managing complex IT service contracts across multiple technology towers, including infrastructure, applications and security services.

 - IT Service Management: Strong knowledge of ITIL principles, service governance, SLA/KPI management and operational best practices.

 - Major Incident Management: Demonstrable experience coordinating critical incidents, escalations, problem management and operational risk mitigation.

 - Stakeholder Management: Excellent communication and relationship management skills, with the ability to engage and influence senior client stakeholders.

 - Cross-Functional Leadership: Proven ability to coordinate multidisciplinary teams and third-party suppliers, driving accountability and collaborative delivery.

 - Continual Service Improvement: Experience developing and managing service improvement plans, implementing corrective actions and delivering measurable performance improvements.

 - Commercial & Financial Awareness: Understanding of IT service contract management, financial forecasting, cost optimisation and commercial performance.

 - Governance & Reporting: Experience leading service reviews, producing executive-level reports and managing contractual commitments.

 - Leadership & Communication: Strong organisational, analytical and problem-solving skills, with the ability to manage competing priorities and communicate effectively under pressure.

Working environment

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## Description

In this role, you will lead the integrated management and governance of critical IT services for a major energy sector client, ensuring consistent performance across infrastructure, application management and security monitoring services. You will take ownership of service delivery outcomes, contractual commitments and operational governance, working closely with technical teams and senior stakeholders to maintain service excellence. Your leadership will help strengthen client relationships, improve operational resilience and ensure services consistently meet business expectations.

You will have the opportunity to shape service delivery strategy, champion innovative improvements and influence financial and operational performance. Working within a supportive, collaborative environment, you will bring together cross-functional teams and external suppliers, resolve complex challenges and drive meaningful improvements. You will also contribute to account growth, mentor colleagues and help create a culture of accountability, continuous learning and shared success.

Key responsibilities include:

 - Lead & Govern: Oversee integrated service delivery across infrastructure, application management and security monitoring, ensuring contractual SLAs, KPIs and governance standards are achieved.

 - Manage & Resolve: Coordinate the management of major incidents, operational risks and escalations, ensuring effective communication, timely resolution and preventative action.

 - Engage & Influence: Build trusted relationships with senior client stakeholders, leading service reviews, performance reporting and strategic governance discussions.

 - Collaborate & Deliver: Unite cross-functional CGI teams and external suppliers to resolve challenges, align priorities and deliver seamless services.

 - Improve & Innovate: Own continual service improvement governance, identifying opportunities to enhance service quality, operational resilience and client satisfaction.

 - Optimise & Control: Support financial forecasting, cost management and operational efficiencies while maintaining service performance and contractual compliance.

 - Develop & Support: Coach service management colleagues, promote knowledge sharing and strengthen operational continuity across delivery teams.

 - Grow & Strengthen: Contribute to account development, contract extensions and new business opportunities through proactive client engagement and service excellence.