Manager Consulting Delivery

4 weeks ago

Halifax, Canada CGI Full time

This is an exciting time for CGI, and we want you to be part of it.
We are Canada's largest independent information technology services firm, and we're still growing We're expanding in Atlantic Canada, and we need your skills, enthusiasm, and dedication as part of our team.
Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees "members" because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.
Your future duties and responsibilities
Reporting functionally to the engagement Director, this individual will be responsible for operational service delivery for a client engagement
- Member of the AGDC management team
- Provide leadership for all service delivery functions for engagement
- Act as point of contact to client and business unit leadership on all operational matters
- Responsible for coordinating 3rd party, internal and external suppliers as they relate to operations and service delivery
- Ensure quality services are delivered, client expectations are met, and business opportunities are maximized
- Responsible for SLA management
- Responsible for customer satisfaction

**Specific Responsibilities by Area**:
Financial
- Advise engagement Director of any changes to services that will cause a change in billings
- Prepare Statements of Work and Change Requests for operational service additions / changes as required
- Manage engagement profitability to agreed-upon targets
- Conduct and/or participate in financial reporting, relationship management, client resolution, and annual pricing reviews as required

Growth
- Advise client of new services available
- Provide suggestions to client and business unit leadership for changes &/or growth in services
- Advise engagement Director of any known upcoming sales &/or growth opportunities within the account
- Assist the business development team in proposal generation and content for operational matters

Service Excellence
- Serve as thought leader for technical business processes at CGI and convert strategies to roadmaps and execution plans.
- Drive innovative and 'out of the box' thinking within the technical teams
- Ensure delivery activities fall within the expected SLA
- Set and meet clear milestones for project delivery.
- Work closely with development, automation, tools and infrastructure teams
- Take leadership with respect to Issues & Resolutions/Status
- Ensure engagement compliance with any CGI or client quality or audit requirements
- Prepare corporate and balanced score card reports including action plans for issues and risks
- Work with delivery organization to ensure changes and work requests are completed in the appropriate timeframes
- Contribute to project/Delivery management 'Best Practices' across the teams
- Maintain escalation lists that can be used by delivery teams, operations and Client Services
- Participate in projects to establish frameworks, SLA, and ensuring proper operational readiness

Member Management
- Manage both internal and client-side project resources to execute, manage and control projects successfully
- Conduct member management activities for team members
- Responsible for training, mentoring and coaching team members

Business Unit & Customer Communication
- Facilitate Operations meetings with the client
- Act as point of contact for operational issues and communications internally within CGI and client and incident management teams
- Manage relationship with client Director
- Negotiate SLAs as necessary

Incident/Problem/Change Management
- Lead incident management resolution for high severity incidents, including ownership for:

- Communication
- Resolution
- Root Cause (problem management)
- Corrective Action
- Approve changes to operational environment

Required qualifications to be successful in this role
Special Requirements
- Must be willing to perform on-call duties as part of management responsibilities

**Must Have Technical Skills**:

- Understand and discuss the solution a

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