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Service Delivery Manager

CGI
Vancouver, CAN
Full-time
Onsite
$85,000–$160,000
Discovered 2 weeks ago
IT service deliveryITIL service managementSLA, KPI, and SLO governanceIncident, problem, change, request, and service level managementClient and stakeholder managementManaged IT services

Full Job Posting

Role overview

Oversees end-to-end managed IT service delivery for credit union clients.

Accountable for contractual service levels, client satisfaction, operational excellence, and continuous improvement.

Acts as the primary client contact and coordinates technical and support teams.

Service level management

  • Own contractual service commitments and monitor performance against SLA, KPI, and SLO targets.
  • Analyze service trends, identify risks, and implement corrective action plans.
  • Lead service reviews and performance reporting with client stakeholders.
  • Drive service improvements, manage service credits, and support contractual compliance.

Client relationships and governance

  • Build client relationships, manage escalations, and translate business needs into delivery priorities.
  • Conduct monthly operational reviews, quarterly business reviews, and executive steering committees.
  • Establish client governance frameworks and ensure adherence to contracts, policies, and compliance requirements.
  • Maintain risk registers and mitigation plans; lead audits, health checks, and delivery assurance reviews.

Service delivery oversight

  • Partner with service delivery managers and tower leads to ensure quality delivery.
  • Oversee incident, problem, change, and request management performance.
  • Ensure successful service transition, transformation, and operational initiatives.
  • Drive automation, operational efficiency, and continuous improvement.

Required experience and qualifications

  • 7+ years managing IT infrastructure, managed services, or application support environments.
  • Experience in financial services, core banking, and credit union domains; proven leadership of service delivery teams and client engagements.
  • ITIL Foundation certification at minimum and strong knowledge of incident, problem, change, request, and service level management.
  • Experience implementing and improving ITIL processes and managing client relationships, escalations, service reviews, and SLA compliance.
  • Strong communication and presentation skills.
  • Understanding of enterprise infrastructure, Microsoft 365, service management tools, and cloud platforms such as Azure or AWS.
  • Experience with multi-tier environments, contracts, service reporting, financial performance, risk management, service transition, governance, and continuous improvement.

Compensation

  • The stated estimated pay range is CAD $85,000–$160,000; no pay cadence is specified.

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