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Added 8 mins ago
DC Operations Analyst
ROBINSON
Calgary, AB · Greater Calgary Metropolitan Area
Full-time
Reporting to the Director, Distribution Operations, the DC Operations Analyst is responsible for monitoring, analyzing, and reporting on Distribution Centre (DC) performance across…
Added 9 mins ago
Nurse Practitioner (NP) - Temporary, Full-time
VON Canada (Ontario)
Windsor, ON
From $125,477 CAD / year
Full-time · Temporary
Provides strategic advice and regular updates to the Director NP Clinic Operations, Professional Practice and Education, and NP peers to expand sector understanding of primary care across…
Added 9 mins ago
Nurse Practitioner (NP) - Full-time
VON Canada (Ontario)
Timmins, ON · Porcupine, ON
From $127,987 CAD / year
Full-time
Provides strategic advice and regular updates to the Director NP Clinic Operations, Professional Practice and Education, and NP peers to expand sector understanding of primary care across…
Added 23 mins ago
Directeur de compte - Account Director
Dexterra Group
QC · Courcelette, QC
Full-time
We are seeking an experienced Account Director to oversee a large, complex government account overseeing the maintenance and upkeep of government buildings and housing. This is a highly…
Added 23 mins ago
Business Development & Marketing Manager
Gowling WLG
Ottawa, ON
Full-time
In collaboration with the Director, BD & Marketing Strategy & Enablement, the BDM team and the OMP, you will drive the Firm’s local market, business and community presence, integrate office…
Added 36 mins ago
Metro District Engineer - Transportation Assistant Division Director
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Saint-Paul, NB · St.-Paul, NB
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As the Metro District Engineer, you will set strategic direction, make high-impact regional decisions, and ensure the district’s multidisciplinary team is strategically organized to operate…
Added 36 mins ago
AHT Coordinator
University of Victoria
Victoria, BC
Full-time
…Victoria’s Animal Care Unit is responsible for ensuring the health and welfare of mammalian, aquatic, and amphibian species. The AHT Coordinator manages the Animal User Training program and…
Added 38 mins ago
Human Resources Director
DM Lyons Consulting
Toronto, ON · Greater Toronto Area, Canada
$160,000 to $200,000 CAD / year
Full-time
Working across HR and key business functions, this leader will guide major programs, strengthen HR service delivery, improve the employee and manager experience, and ensure investments in…
Added 38 mins ago
Administrative Coordinator, Faculty of Graduate Studies
University of Calgary
Calgary, AB
Full-time
The Coordinator contributes directly to the quality, consistency, and effectiveness of FGS team operations and service delivery. The role also supports governance committee coordination,…
Added 38 mins ago
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Added 39 mins ago
Student, Jr. Analytics and Automation Developer (Winter 2027)
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Toronto, ON · Waterloo, ON · Sun Life Toronto One York
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Analytics and Automation Centre of Excellence is a focused Network Services group responsible in advancing Network Services’ capabilities in automation, orchestration, data analytics,…
Added 54 mins ago
Shelter Services Supervisor
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London, ON
Full-time
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Added 54 mins ago
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Added 1 hour ago
Manager, Programs & Client Services
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Strathmore, AB
Full-time
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Added 1 hour ago
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Le/la directeur.ice de service qu'on cherche est un.e expert·e technique reconnu·e, autant à l'aise à coordonner une équipe qu'à plonger dans un contrôle technique d'ACV.
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Manager, Wealth Management - Finance
Scotiabank
Toronto, ON
Prepare consolidated analytics for review and approval by the Director of Finance and other executives.
Added 1 hour ago
Facilities Coordinator
University of Toronto
Toronto, ON
Under the general direction of the Director, Space Planning & Management, the Facilities Coordinator is the primary point of contact forfacility-related matters, who will coordinate…
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Aquatics and CYF Programs Director
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Added 1 hour ago
Director of Operations, Research and Innovation Cores
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Added 1 hour ago
Solutions Architect
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$130,000 to $145,000 CAD / year
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Added 1 hour ago
Marketing and Communications Manager
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Reporting to the Executive Director, the Marketing and Communications Manager leads pointA’s integrated marketing, design, and communications function. This hands-on role aligns pointA’s…
Added 1 hour ago
Sales Operations Manager
TP
Toronto, ON
Full-time
…premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad…
Added 1 hour ago
Program Coordinator, Community Relations
University of Victoria
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CGI

Service Delivery Manager (Infrastructure)

Toronto, ON, Canada

Job type: Full-time
Experience: Minimum 5 years of experience in IT Service Delivery Management, Infrastructure Operations, Managed Services, or a related discipline
Posting language: English
Posted: Jul 31, 2026

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Original job description

Position Description

CGI is seeking an experienced Service Delivery Manager to lead the delivery of infrastructure managed services for a strategic financial services client.

Reporting to the Director, Consulting Delivery, you will be responsible for the end-to-end delivery, governance, and operational management of infrastructure services, ensuring contractual commitments, service level agreements (SLAs), and operational objectives are consistently achieved.

As the primary point of contact for the client, you will build strong relationships with business and technical stakeholders while coordinating CGI delivery teams, technical specialists, and third-party vendors to deliver reliable, high-quality infrastructure services.

This role is ideal for a collaborative leader who thrives in complex enterprise environments, enjoys solving operational challenges, and is passionate about delivering exceptional client experiences through continuous service improvement.

Toronto, ON
Hybrid work model (minimum three days per week in the office)
Standard Monday to Friday work schedule
Participation in a management on-call rotation for critical production incidents
No regular travel required

Security Requirements

Must be eligible to obtain and maintain Government of Canada Protected B Security Clearance (Reliability)
Must comply with all client security, operational, and compliance requirements

Your future duties and responsibilities

Client Relationship & Service Delivery

Serve as the primary operational contact for infrastructure service delivery
Build trusted relationships with client stakeholders and maintain high levels of customer satisfaction
Ensure services are delivered in accordance with contractual commitments and agreed service levels
Represent CGI during governance meetings, operational reviews, and client service discussions
Coordinate cross-functional teams to ensure consistent, high-quality service delivery

Service Governance & Continuous Improvement

Monitor and report on SLA and KPI performance
Prepare executive dashboards, governance presentations, and operational reports
Maintain RAID logs, service improvement plans, and governance documentation
Identify opportunities to improve operational efficiency, service quality, and customer experience
Ensure compliance with contractual obligations and governance standards

Infrastructure Operations

Lead the delivery of infrastructure operational services across the account
Coordinate Incident, Problem, Change, Release, Asset, and Configuration Management activities
Facilitate Root Cause Analysis (RCA) and Problem Management activities
Oversee change planning, implementation, risk assessments, and post-implementation reviews
Provide leadership during major incidents and critical production events

Risk, Compliance & Business Continuity

Coordinate internal and external audits
Support audit planning, evidence collection, compliance reporting, and remediation activities
Maintain account risk registers and action plans
Lead Disaster Recovery planning, testing, governance, and reporting
Drive continuous improvement of operational resilience and recovery readiness

Operational Initiatives

Manage operational improvement initiatives and small-to-medium infrastructure projects
Coordinate implementations while managing scope, timelines, risks, issues, dependencies, and stakeholder expectations
Support the introduction of new services and operational enhancements

Leadership & Collaboration

Collaborate with infrastructure, operations, security, networking, application support, vendors, and client teams
Lead cross-functional operational initiatives without direct authority
Participate in the management on-call rotation
Perform other duties as required

Required Qualifications To Be Successful In This Role

Minimum 5 years of experience in IT Service Delivery Management, Infrastructure Operations, Managed Services, or a related discipline
Proven experience managing large, client-facing infrastructure service delivery engagements
Experience managing SLA-driven service delivery in enterprise environments
Strong understanding of IT Infrastructure Operations and IT Service Management (ITSM) best practices
Experience leading governance meetings, operational reporting, audits, and executive presentations
Strong communication, stakeholder management, and client relationship skills
ITIL certification is considered an asset

Technical Skills

Required

ServiceNow
BMC Remedy
Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Project)
IT Service Management (ITSM)
Incident, Problem, Change, Asset, and Configuration Management
SLA and KPI reporting
Knowledge of ITIL Service Operation, Service Design, and Service Transition

Preferred

Dynatrace
PMP, PRINCE2, Agile, or equivalent project management certification
Experience supporting enterprise infrastructure environments, including:
Networking
Windows/Linux Servers
Storage
Virtualization
Cloud Platforms
Backup & Recovery
Disaster Recovery
Experience using automation, AI-enabled operational tools, or analytics platforms to improve IT service delivery

Success in this Role

Strong client relationship management and communication skills
Exceptional leadership and stakeholder engagement capabilities
Ability to influence cross-functional teams without direct authority
Excellent analytical and problem-solving abilities
Strong organizational and prioritization skills
Sound decision-making in high-pressure operational environments
Collaborative approach with a focus on continuous improvement and customer success

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 $95,000–$145,000. 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.

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More about this job

Responsibilities

Lead the end-to-end delivery and operational management of infrastructure managed services for a strategic financial services client. Act as the primary point of contact to ensure contractual commitments, SLAs, and operational objectives are consistently met.

Requirements

Requires a minimum of 5 years of experience in IT Service Delivery or Infrastructure Operations with a strong understanding of ITSM best practices. ITIL certification and experience with tools like ServiceNow or BMC Remedy are highly valued.

Skills

Infrastructure Operations
ITSM
Stakeholder Management
SLA and KPI Reporting
ITIL
ServiceNow
BMC Remedy
Incident Management
Problem Management
Change Management
Risk Management
Disaster Recovery
Governance
Project Management

Visa sponsorship

Not detected in the job text

Keywords

ITIL
ServiceNow
BMC Remedy
ITSM
SLA
KPI
Infrastructure
Managed Services
Incident Management
Problem Management
Change Management
Asset Management
Configuration Management
Root Cause Analysis
RAID Logs
Disaster Recovery
PMP
PRINCE2
Agile
Dynatrace
Windows Server
Linux Server
Virtualization
Cloud Platforms
Backup & Recovery
Networking
Storage
Governance
Financial Services
Protected B Security Clearance

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