Service Delivery Manager

Location
Pittsburgh, PA
Posted
May 02, 2017
Institution Type
Outside Academe


Job Description
Service Delivery Manager

Position Description
The Service delivery manager (SDM) will have shared responsibility and accountability for delivering CGI global infrastructure support services (from help desk to level 3 infrastructure support) to a mid-size global manufacturing client with headquarters in Pittsburgh, PA. We offer an exciting full-time opportunity that includes a complete benefits package with medical, dental, vision, 401k, paid vacation, etc. Your future duties and responsibilities
The SDM will orchestrate CGI services delivery virtually from onshore and offshore CGI locations according to contractual SLAs on a 24x7. S/he will be supported by local CGI delivery leadership in Pittsburgh but will have direct delivery responsibility and interactions with the client on a day to day basis, under the guidance of our on-site account lead. The SDM will be responsible for managing this multiyear engagement (5 years minimum) from the current provider/internal client team to CGI's global team. The SDM will also be responsible for driving continuous process improvement initiatives and consult with the client about ways to improve overall Client-CGI performance and efficiency. Required qualifications to be successful in this role
•8+ years of experience in IT infrastructure support
•5+ years of experience in ITIL support environment
•5+ years of progressive management experience in leading IT infrastructure support teams (L1 to L3) under SLAs
•Direct experience and familiarity (specify which) with: help desk, end user computing (Mac/Wintel), problem management, incident management, request fulfillment.

Proven experience in:

• Working with virtual onshore and offshore teams and orchestrating services across distributed teams
• Managing support teams to meet or exceed contractual SLAs, severity driven
• Identifying opportunities for improvements and transforming service delivery
• Identifying and articulating opportunities for service growth
• Utilizing and improving configuration of ticketing systems (Cherwell experience a plus)
• IT Service management as well as project management

•Excellent communication skills (verbal and written English) and interpersonal skills within team and with client at all levels, including senior managers, colleagues and other client and CGI stakeholders
•Demonstrable track record in delivering technological environments. Highly analytical in problem solving with the ability to apply original and innovative thinking
• Display and apply knowledge of technologies including: Microsoft (including online services), Cherwell (or similar ITSM tools), FileWave (or similar multiple-platform management tools, networks, Citrix, server virtualization and an awareness and understanding of additional software programs and technologies relevant to technical infrastructure environments.
•Knowledge of installing, configuring and administrating Microsoft desktop applications
• Able to think clearly in challenging situations and in a logical manner
•Able to be flexible in approach and be comfortable with a fluid organizational structure that requires both team work and self-sufficiency as necessary, with the ability to work under minimal supervision
• A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
• Ability to research subjects, with a commitment to provide continuous improvement

Education:
• Bachelor's degree
• ITIL foundation certification. Higher ITIL certifications are a plus.

Other:

•SDM will be required to be flexible and adaptable to embrace new responsibilities in domains potential outside his/her core competencies.
•Prior working experience with another global SI/outsourcing company is a plus

*LI-DM1 At CGI, we're a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information.

Skills

  • ITIL


Reference

532604

Company Description
At CGI, we are a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 68,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.


Pittsburgh, PA

f789a14e13

Mon, 1 May 2017 14:34:33 PDT

PI97680296