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Added 13 mins ago
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Added 13 mins ago
Clinical Behaviour Response Specialist
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Sudbury, ON
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CGI

Gestionnaire de prestation de services TI

Saguenay, QC, Canada

Full-time

Apply on LinkedIn About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Dec 11, 2026
Experience: Minimum 7 years of experience in information technology, including significant experience in application service management, service delivery management, or IT operations
Posting language: English
Posted: Nov 11, 2026

Original job description

Contribute to the successful delivery of strategic initiatives at the heart of a dynamic, innovation-driven organization!

CGI Saguenay is looking for a Service Delivery Manager to oversee end-to-end service delivery. In this role, you will be responsible for ensuring service quality, compliance with contractual commitments, client satisfaction, and the financial performance of engagements. Working closely with CGI account leaders, managers, practice leaders, partners, and vendors, you will serve as the primary point of contact for your clients and be responsible for coordinating delivery teams, overseeing operational governance, managing issues, and driving continuous service improvement.

Beyond managing day-to-day operations, you will contribute to the evolution of delivery models by focusing on process optimization, automation, artificial intelligence, and value creation for both clients and CGI. You may also be involved in managed services, application maintenance and support, transformation initiatives, operational transitions, and the evolution of local, multi-site, and global delivery models.

If you enjoy leveraging your ability to lead and inspire teams, your strong business acumen, and your solid understanding of enterprise application environments, CGI offers you an exciting opportunity to make a tangible impact on the success of our clients.

Work model: Hybrid

Location: Saguenay

Your future duties and responsibilities

Application Service Delivery Management

Assume end-to-end accountability for AMS service delivery, ensuring compliance with contractual commitments, service levels, and performance indicators
Oversee application maintenance, support, enhancement, and evolution activities for the applications under your responsibility, from transition through steady-state operations
Proactively manage incidents, problems, changes, service requests, and releases, including critical situations and root cause analyses
Analyze operational trends, anticipate risks, and implement corrective, preventive, and mitigation actions
Ensure the stability, availability, security, and quality of application services
Coordinate multidisciplinary teams, partners, and vendors involved in service delivery

Client Relationship Management

Act as the primary point of contact for client IT leaders, executives, and other stakeholders
Build and maintain long-term trusted relationships based on transparency, collaboration, negotiation, and value creation
Understand client business priorities and translate them into tangible service improvement initiatives
Manage issues and escalations using a proactive, structured, and solution-oriented approach
Lead governance meetings, operational reviews, service reviews, and steering committees
Identify opportunities to expand and evolve services in collaboration with business development teams

Governance and Financial Performance

Establish and maintain effective governance frameworks tailored to each client's needs, risks, and commitments
Oversee budgets, revenues, costs, forecasts, and profitability for the engagements under your responsibility
Optimize resource utilization, delivery capacity, and operational efficiency
Ensure compliance with contractual obligations, service management processes, and CGI quality standards
Maintain rigorous management of operational, financial, people-related, and contractual risks
Produce and present accurate, timely, and audience-appropriate dashboards and performance reports for various governance levels

Continuous Improvement

Define and lead continuous improvement plans aimed at increasing quality, productivity, client satisfaction, and service efficiency
Identify and implement opportunities for automation, process optimization, and the responsible use of artificial intelligence and AIOps
Promote a proactive approach through root cause analysis, prevention of recurring incidents, and reduction of operational debt
Contribute to the industrialization and standardization of application service management practices
Support clients in the evolution of their application services and operating models
Measure realized benefits and demonstrate the value delivered to both clients and CGI

Leadership and Team Engagement

Coordinate and mobilize local, global, virtual, shared, or dedicated delivery teams, as well as the experts and partners involved in engagements
Establish clear expectations regarding quality, performance, accountability, collaboration, and client satisfaction
Foster a culture of proactive problem-solving, continuous improvement, and knowledge sharing
Support teams in adopting new practices, technologies, and ways of working
Collaborate with managers and practice leaders to anticipate skill, succession, and delivery capacity requirements

Required Qualifications To Be Successful In This Role

Minimum 7 years of experience in information technology, including significant experience in application service management, service delivery management, or IT operations
Proven experience managing managed services engagements, application outsourcing, or enterprise application maintenance and support services
Strong understanding of enterprise application environments, including their maintenance, support, evolution, and technology dependencies
Experience coordinating multidisciplinary teams and partners in complex and evolving environments
Excellent ability to establish and maintain trusted relationships with operational, tactical, and executive-level clients
Strong focus on results, client satisfaction, service quality, and value creation
Ability to manage complex situations, operational challenges, and escalations with professionalism and sound judgment
Experience in budget management, profitability tracking, and contractual governance
Experience or strong interest in proposals, estimations, renewals, scope evolution, and business growth opportunities
Excellent communication, negotiation, presentation, and stakeholder engagement skills across diverse audiences
Strong leadership skills, accountability, and the ability to make decisions in ambiguous or urgent situations
Ability to manage multiple priorities simultaneously while maintaining a holistic view of services, projects, and operations
Structured, analytical, and proactive approach to problem-solving
Ability to support organizational change and drive the evolution of ways of working
Ability to integrate and promote the responsible use of artificial intelligence within team practices and service delivery management
Excellent communication skills in both French and English (spoken, written)

Assets

ITIL Foundation certification
Certification or training in Project Management, Product Management, Agile, SAFe, SRE, or equivalent methodologies
Knowledge of ITIL principles and processes, particularly incident, problem, change, request, service level, and continual improvement management
Experience in application services transition or transformation initiatives
Experience applying automation, AIOps, or artificial intelligence practices within IT operations
Experience with IT service management and performance monitoring tools such as ServiceNow, BMC Helix, Jira, or equivalent solutions
Knowledge of local, multi-site, global, or follow-the-sun delivery models

Location: Saguenay

Work mode: Hybrid

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is 80 000$ and 150 000$. This role is an existing vacancy.

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.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team - one of the largest IT and business consulting services firms in the world.

Apply on LinkedIn About employer

More about this job

Responsibilities

Manage end-to-end application service delivery, including service quality, contractual commitments, client relationships, operational governance, financial performance, and delivery teams. Lead continuous improvement and service evolution through process optimization, automation, responsible use of artificial intelligence, and effective team coordination.

Requirements

Requires at least seven years of IT experience, including significant experience in application service management, service delivery, or IT operations, as well as experience managing managed services or enterprise application support. Candidates should bring strong client-facing, leadership, financial and contractual governance, communication, and problem-solving skills; fluency in spoken and written French and English is required.

Skills

Application Service Delivery Management
Managed Services
IT Operations
Contractual Governance
Budget Management
Financial Performance Management
Incident Management
Problem Management
Change Management
Continuous Improvement
Team Leadership
Root Cause Analysis
Automation
Artificial Intelligence
Stakeholder Engagement

Visa sponsorship

Not detected in the job text

Keywords

Application Maintenance and Support
Managed Services
IT Operations
Service Delivery Management
Service Level Agreements
Incident Management
Problem Management
Change Management
Service Requests
Release Management
Root Cause Analysis
ITIL
ServiceNow
BMC Helix
Jira
AIOps
Artificial Intelligence
Automation
Agile
SAFe
SRE
Project Management
Product Management
Operational Governance
Contractual Governance
Budget Management
Financial Performance
Global Delivery Models

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Jobs in Canada