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Added 5 mins ago
G
Senior Project Coordinator - Infrastructure
Graham
Vancouver, BC
- Full-time
…the infrastructure division. Reporting to the Senior Project Manager, the Senior Project Coordinator plays a key role in supporting infrastructure…
Added 5 mins ago
CO
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- Full-time
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Job Title Outreach Worker
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- Full-time
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Added 5 mins ago
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HIS Training Manager - Project REACH - Temporary Full-Time - 2026-18856 (2026-18856)
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Added 6 mins ago
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Nurse B - Clinical Nurse Educator
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Added 6 mins ago
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Added 6 mins ago
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Power Systems Specialist I
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Added 20 mins ago
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Warehouse Operator Full-Time - Saanich
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IMPONEXPO BUILDER COHORT
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Member Care Associate (Bilingual)
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Participate in related projects as assigned by the Manager, Client Services
Added 20 mins ago
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Added 20 mins ago
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Assistant Manager - BOSS Store, St. Foy
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Added 20 mins ago
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Added 35 mins ago
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Regional Director - Clinic Support
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Added 36 mins ago
Project Manager - Halifax
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…way to solve hard problems. We partner with people embracing change, leveraging data, cybersecurity, cloud, and change management to drive successful business outcomes that matter to our…
Added 36 mins ago
PS
Project Manager
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- Full-time
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Added 1 hour ago
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Nurse Practitioner
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CGI

Service Delivery Manager

Vancouver, BC, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 1, 2026
Experience: 7+ years of experience managing IT infrastructure, managed services, or application support environments.
Posting language: English
Posted: Oct 2, 2026

Original job description

Position Description

This is a great opportunity to join our CGI Services to Credit Union team providing IT services to our credit union clients.

The Service Delivery Manager (SDM) is responsible for the end to end delivery of managed IT services, ensuring achievement of contractual service levels, client satisfaction, operational excellence, and continuous service improvement. The SDM serves as the primary point of contact for the client, providing leadership, governance, escalation management, financial oversight, and coordination across technical and support teams. The role requires strong ITIL service management expertise, stakeholder management capabilities, and experience managing complex enterprise environments and support operations.

Your future duties and responsibilities

Own end to end SLA governance and contractual service commitments.
Monitor service performance against SLA, KPI, and SLO targets.
Analyze SLA trends, identify risks, and implement corrective action plans.
Lead service reviews and performance reporting with client stakeholders.
Drive service improvement initiatives to enhance SLA attainment.
Manage service credits, penalty avoidance strategies, and contractual compliance.
Ensure operational teams maintain required service levels and procedures.

Client Relationship Management

Serve as the executive point of contact for client stakeholders.
Build trusted relationships across business and IT leadership.
Manage escalations through effective stakeholder engagement.
Conduct Monthly Operational Reviews (MOR), Quarterly Business Reviews (QBR), and Executive Steering Committees.
Gather client feedback and translate business needs into delivery priorities.

Governance & Compliance

Establish and maintain a joint client governance framework.
Ensure adherence to contractual obligations, policies, and compliance requirements.
Maintain service risk registers and mitigation plans.
Lead audits, health checks, and delivery assurance reviews.
Facilitate strategic governance discussions and decision making forums.

Service Delivery Oversight

Partner with Service Delivery Managers and tower leads to ensure high quality delivery.
Oversee incident, problem, change, and request management performance.
Ensure transition, transformation, and operational initiatives are successfully executed.
Drive automation, operational efficiency, and continuous improvement programs.

Required Qualifications To Be Successful In This Role

7+ years of experience managing IT infrastructure, managed services, or application support environments.
Experience within the financial services, core banking and credit union domains
Proven experience leading service delivery teams and client engagements.
ITIL Certification and Process Expertise
ITIL Foundation (minimum) with strong knowledge of Incident, Problem, Change, Request, and Service Level Management.
Experience implementing and improving ITIL processes.
Client and Stakeholder Management
Demonstrated ability to build strong client relationships, manage escalations, conduct service reviews, and ensure SLA compliance.
Strong communication and presentation skills.
Technical and Cloud Knowledge
Understanding of enterprise infrastructure, cloud platforms (Azure/AWS), Microsoft 365, and service management tools.
Experience supporting multi tier environments and managed services operations.
Commercial and Governance Management
Experience managing contracts, service reporting, financial performance, risk management, and continuous service improvement.
Understanding of service transition, governance, and operational excellence.

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 $85,000-$160,000 CAD. 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 About employer

More about this job

Responsibilities

Lead end-to-end managed IT service delivery, ensuring contractual commitments, service levels, client satisfaction, and operational performance are met. Manage client relationships and governance, oversee service reviews and escalations, and drive compliance, risk mitigation, and continuous improvement across delivery teams.

Requirements

Requires at least seven years of experience managing IT infrastructure, managed services, or application support, including experience in financial services, core banking, or credit unions. Candidates need ITIL Foundation certification, service delivery and client leadership experience, knowledge of enterprise infrastructure and Azure or AWS and Microsoft 365, and experience with contracts, governance, financial performance, and service improvement.

Skills

IT Service Delivery
SLA Governance
ITIL
Incident Management
Problem Management
Change Management
Request Management
Service Level Management
Stakeholder Management
Escalation Management
Contract Management
Risk Management
Service Improvement
Cloud Platforms
Financial Services

Visa sponsorship

Not detected in the job text

Keywords

Managed IT Services
IT Infrastructure
Application Support
Financial Services
Core Banking
Credit Unions
ITIL Foundation
Incident Management
Problem Management
Change Management
Request Management
Service Level Management
SLA
KPI
SLO
Azure
AWS
Microsoft 365
Service Management Tools
Contractual Compliance
Service Credits
Risk Registers
Service Transition
Monthly Operational Reviews
Quarterly Business Reviews
Executive Steering Committees
Governance
Service Reporting
Continuous Improvement
Operational Excellence

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