Senior Consultant - Service Delivery

Position Description:

CGI is seeking a Senior Consultant - Service Delivery to join our team in support of a large Global Managed Services engagement. This role is ideal for a hands-on service delivery professional with experience supporting enterprise IT operations, managed services, and client-facing delivery environments. Exposure to storage and infrastructure environments is a plus. The Senior Consultant will support day-to-day service delivery operations, client coordination, SLA tracking, governance activities, and operational reporting while partnering closely with cross-functional and offshore teams to ensure high-quality service delivery and operational consistency. The ideal candidate will bring a strong combination of operational delivery experience, stakeholder management, process improvement capabilities, and collaboration skills within fast-paced, client-facing environments.

Work Location:

Preference for candidates located near Research Triangle Park (RTP) - Raleigh / Durham / Cary / Morrisville / Chapel Hill, NC or San Jose, CA. If located near a CGI office, the individual should be willing to attend in-person stakeholder meetings as needed and work from the CGI office two days per week.

Your future duties and responsibilities:

Service Delivery Support

• Support end-to-end delivery activities for professional services and managed services engagements
• Assist in ensuring services are delivered on time, within scope, and aligned with client expectations and SLA commitments
• Help coordinate incident resolution, escalations, and operational support activities across technical teams
• Collaborate with offshore and distributed delivery teams to maintain operational continuity and alignment
• Monitor delivery activities, resource allocation, utilization metrics, and operational priorities
• Support implementation and refinement of delivery processes, governance practices, and operational standards
• Assist with identifying opportunities for operational improvements and service enhancements Service Delivery Management Functions
• Track and monitor service performance metrics including SLAs, KPIs, and operational dashboards
• Participate in service review meetings and support preparation of operational updates, trend analysis, and improvement recommendations
• Support change management and operational governance processes to ensure smooth service execution
• Assist in identifying recurring issues and coordinating corrective action plans with technical teams Communication & Stakeholder Coordination
• Build collaborative working relationships with internal teams, client stakeholders, and offshore delivery resources
• Provide timely updates on incidents, operational risks, service performance, and delivery activities
• Support executive and operational reporting activities through clear documentation and communication
• Coordinate across cross-functional teams to ensure alignment on priorities, timelines, and customer expectations Reporting & Continuous Improvement
• Generate and analyze operational reports related to service performance, utilization, SLA adherence, and incident trends
• Conduct basic trend analysis and support root cause investigation activities for major incidents and operational challenges
• Identify opportunities to improve service delivery efficiency, governance, and customer experience
• Contribute to continuous service improvement initiatives and operational best practices Required qualifications to be successful in this role:
• 8 to 10 years of experience in service delivery, IT operations, managed services, or professional services environments
• Understanding of service delivery models, SLA/KPI management, and operational governance practices
• Exposure to infrastructure and storage environments is a plus
• Experience supporting distributed and offshore delivery teams in a collaborative environment
• Strong analytical, problem-solving, and organizational skills
• Experience supporting Incident, Problem, Change, and Service Management processes aligned with ITIL best practices
• Strong written and verbal communication skills with ability to interact with technical teams and client stakeholders
• Ability to manage multiple priorities in fast-paced operational environments
• Experience preparing operational reports, dashboards, and service performance metrics
• Collaborative mindset with strong attention to detail and operational discipline
• Willingness to support occasional after-hours or weekend activities as needed Preferred Qualifications
• ITIL Foundation certification or exposure to ITIL processes
• Experience supporting enterprise infrastructure or managed services environments
• Familiarity with service management and reporting tools such as ServiceNow
• Experience working within global delivery or enterprise support organizations CGI anticipates accepting applications through June 30,2026.

Other Information:

CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $100,800.00 - $176,300.00. At CGI we call our professionals "CGI Partners" to reinforce that all who join our team are, as owners, empowered to participate in the challenges and rewards that come from building a world-class company. CGI's benefits include:

• Competitive base salaries.
• Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category.
• 401(k) Plan and Profit Participation for eligible CGI Partners.
• Flexibility and paid accrued vacation leave, ranging from 10 to 15 days per year, based on the job level, years of relevant prior experience, and years of service.
• 8 paid holidays per year & 2 floating holidays per year.
• Wellness and Well-being programs.
• Comprehensive medical, dental, and vision benefits
• Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more.

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Skills:

Infrastructure Issue Management Member management Presentation skills Project Management Risk management Storage NetApp ITIL What you can expect from us: 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. Come join our team—one of the largest IT and business consulting services firms in the world. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business. CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned. We make it easy to translate military experience and skills! Click to be directed to our site that is dedicated to veterans and transitioning service members. 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 dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances. 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.