Service Delivery Manager

at  CGI Group Inc

Job order - J0724-1113 - Permanent Full Time
Title Service Delivery Manager Category Project Management 3/4 City Brisbane, Queensland, Australia Job Description Service Delivery Manager
Position Description
Recognised as one of the worlds largest IT and business consulting firms, CGI has offices across Australia, supporting local public and private sector clients to solve real business problems.
We have an exciting new opportunity for a Service Delivery Manager to join our Brisbane team. This is a highly autonomous role, and we are looking for a true professional with great client relationship skills, to represent CGI within the cyber security industry.
Your future duties and responsibilities
Oversee and report on all work performed by CGI support teams to ensure that managed services are delivered as per client contracts.
Influence and guide operational support teams to meet agreed client Service Levels.
Continuous monitoring and reporting of CGI Service Levels, with an eye for identifying areas of improvement.
Establish trusted partnerships with CGIs clients by understanding their business requirements and challenges.
Identify business growth activities and opportunities for account expansion.
Apply delivery and client management best practices utilising structured processes and the ITIL framework.
Manage financial reporting across client accounts.
Identify areas of innovation and efficiency within client accounts and CGI support teams.
Engage and communicate regularly with various levels of client management to establish good rapport and ongoing relationships.
Maintain a high level of documentation across all allocated client accounts.
Provide after-hours escalation on an exception basis.
Required qualifications to be successful in this role
Strong client relationship and stakeholder management skills, alongside proficient communication skills.
Prior experience in a client facing service delivery role.
Experience within and knowledge of the ICT industry, with cyber security experience highly regarded.
Ability to explain IT technical terms and references to a non-technical audience.
Commercial awareness, specifically monitoring budgets and total cost of service.
Ability to apply analytical thinking and problem-solving skills to address client needs and manage Service Level performance.
Ability to lead operational teams to ensure effective delivery of support services.
ITIL Foundations certificate advantageous.
Full permanent work rights for Australia.

Please refer the Job description for details