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Added 5 mins ago
M
Delivery Lead, Media Operations
Monks
Toronto, ON
- Full-time
Added 5 mins ago
Project Manager - Mining Consulting
WSP
Mississauga, ON
This opportunity is well suited for a developing Project Manager who is strengthening their delivery, financial, and client management capabilities within a structured project governance…
Added 5 mins ago
H
Nurse A - Registered Nurse Registered Psych Nurse
HealthCareersInSask.ca
Foam Lake, SK
- Part-time
…quality nursing care to clients. He/She is responsible to the Manager of the designated…
Added 5 mins ago
H
Specialist
HealthCareersInSask.ca
Prince Albert, SK
- Full-time
Job Description: The Specialist, First Nations and Métis Relations works closely with the Manager & Director in providing key guidance in implementation of the strategic directions set out…
Added 5 mins ago
GP
Associé Gestion des Partenariats / Partner Account Associate
Global Payments Inc.
Toronto, ON · Montreal, QC
- Full-time
Make your mark at one of the biggest names in payments. We’re looking for a Partner Manager to join our ever-evolving Integrated Solutions team and help shape the future of global commerce.…
Added 5 mins ago
MC
Business Transformation Project Manager
Menasha Corporation
Brampton, ON · MPC Brampton Omnihub Plant
- Full-time
The Project Manager, Business Transformation supports the delivery of enterprise business transformation initiatives within the Business Transformation team’s Enterprise Project Management…
Added 5 mins ago
CI
Supervisor (Part Time)
Carters Inc.
Calgary, AB
- Part-time
Offer consistent, in the moment feedback to store team and raise performance concerns to Store Manager
Added 5 mins ago
C
Quality Improvement Consultant, Knowledge Institute on Child and Youth Mental Health and Addictions – Temporary Full-Time (1.0) (until January 2028)
CHEO
Ottawa, ON
- Full-time
Added 20 mins ago
WF
IT Manager, Maintenance and Procurement Systems
West Fraser
Quesnel, BC · Vancouver, BC
- Full-time
We are seeking an IT Manager, Maintenance and Procurement Systems, to lead the enterprise technologies that support our operations, maintenance management, reliability, and procurement…
Added 20 mins ago
MF
District Sales Associate
Mackenzie Financial Corporation
Calgary, AB
- Other
…the position of District Sales Associate. Reporting to the Manager, District Sales Associates, the successful candidate’s primary responsibility is to provide administrative support sales…
Added 20 mins ago
OR
Bilingual Wireless Retail Manager - Bathurst
OSL Retail Services Inc
Bathurst, NB
- Other
…growing. That’s why we’re looking for a results-driven, hands-on manager to manage a kiosk and develop a team of talented experts to deliver best-in-class customer…
Added 20 mins ago
AW
Family Visitation Worker- Casual/On-Call
Atira Women's Resource Society
Vancouver, BC
- Part-time
…children aged 0-4, who have been separated. Reporting to the Manager, Therapeutic Visitation Program, the Family visitation workers will provide a healing space for women and children who…
Added 20 mins ago
LD
Department Manager, Pharmacy
London Drugs Limited
Campbell River, BC
- $73.05 CAD / hour
- Other
London Drugs means many things to many people. As a London Drugs Pharmacy Manager, it means providing a community-oriented working environment that fosters professional excellence. Pharmacy…
Added 20 mins ago
FB
Assistant Meat Manager
Farm Boy Inc.
Ottawa, ON
- From $21 CAD / hour
- Full-time
You’ll work alongside the Department Manager to help deliver standout service and operational excellence that reflect Farm Boy’s commitment to the best fresh shopping experience. Through…
Added 20 mins ago
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Senior Designer, ICT/Security
HDR
Calgary, AB · Toronto, ON
- Full-time
Independently perform ICT/Security engineering assignments with broad general instruction from Project Manager as to the results expected
Added 20 mins ago
RB
Senior Project Manager-Regulatory, Risk Remediation
Royal Bank of Canada
Toronto, ON
- Full-time
The Senior Project Manager-Regulatory Risk Remediation is responsible for leading and coordinating regulatory risk management initiatives across the organization. This role partners with…
Added 20 mins ago
RB
Senior Manager, Risk Management & Compliance
Royal Bank of Canada
Halifax, NS · Toronto, ON
- Full-time
The Senior Manager, Risk Management & Compliance is responsible for developing and implementing global risk management reports, systems, and processes to minimize investments risks. Applies…
Added 35 mins ago
AH
Unit Clerk
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Temporary
Reporting to the Unit Manager for Pediatric Ambulatory Care, this position is a frontline position that provides administrative support for the Stollery Child Health Ambulatory clinic…
Added 35 mins ago
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Live-in Resident Manager
Boardwalk
Victoria, BC
- Full-time
Added 35 mins ago
AH
Registered Nurse
Alberta Health Services
Red Deer, AB
- Temporary
Added 36 mins ago
OO
Financial Accounting, Reporting, and Systems Analyst, Financial Analyst
Office of the Superintendent of Financial Institutions Canada
Ottawa, ON · Toronto, ON
- Full-time
Reporting to the Manager, Financial Accounting and External reporting, the Financial Accounting, Reporting and Systems Analyst supports financial accounting, reporting, and financial…
Added 36 mins ago
OO
Managing Director - Private Pension Plans
Office of the Superintendent of Financial Institutions Canada
Toronto, ON
- Full-time
(1*) At the manager’s discretion, OSFI may consider candidates who do not possess the stated education but meet the combination of experience and education or training if concrete examples…
Added 50 mins ago
MG
Accounting Manager
Mikisew Group
Enoch, AB
- Full-time
Mikisew Group is hiring a full-time Accounting Manager to join our team and play a key role in preparing and reviewing budgeting, forecasting, and reporting processes for 10+ companies,…
Added 50 mins ago
M
Chargé(e) de projets agiles
Mirego
Montreal, QC · Quebec, QC
- Full-time
…effective way for us to create real value. As an Agile Project Manager, you are at the heart of this dynamic. You support the team throughout the execution of projects, identify obstacles…
Added 50 mins ago
QP
Manager, AI Delivery
QuadReal Property Group
Calgary, AB · Vancouver, BC · Toronto, ON
- Full-time
…technology that keeps changing underneath it. What it needs is a manager who owns delivery of the portfolio end to end, makes the prioritization calls, and raises the technical bar without…

CGI

Service Delivery Manager

Vancouver, BC, Canada

Full-time

Apply About employer

Applications open in a new tab.

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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