Senior Service Delivery Manager

CGI; Belfast; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Join CGI as a Senior Service Delivery Manager, leading service excellence for public sector clients in Belfast. Responsibilities include overseeing IT solutions, managing service performance, and ensuring financial transparency. Bring your ITIL expertise and leadership skills to inspire our technical teams and improve service delivery.

Benefits

Competitive salary

Excellent pension

Private healthcare

Share scheme

Qualifications

• Proven experience in service delivery roles.
• Strong track record of managing service performance.
• Hands-on experience with ITSM tools.

Responsibilities

• Monitor and report on service delivery performance.
• Lead major incidents and escalations.
• Oversee service-related financials and budgeting.

Skills

Customer QoS/SLA Management

Delivery Management

Finance

ITIL

Leadership

ServiceNow

Education

ITIL Foundation

Tools

ServiceNow

Job description

Applications processed via employer's online application form

Founded in 1976, CGI is among the largest IT and business consulting services firms in t...

Are you a passionate Senior Service Delivery Manager looking to work on impactful projects that improve lives while being part of a globally recognised, award-winning employer? If so, discover where complex meets meaningful, and join CGI as a Senior Service Delivery Manager in the Scotland & Northern Ireland Business Unit.

CGI was recognised in the Sunday Times Best Places to Work list 2025 and has been named one of the World’s Best Employers by Forbes magazine. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner, not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you’ll be part of an open, friendly community of experts. We’ll train and support you in taking your career wherever you want it to go.


This role involves hybrid working with 2–3 days per week at the client site in Belfast, with occasional travel to the CGI office in Belfast and the option to work from home. All applicants must hold or be prepared to undergo National Security Vetting (NSV) to Security Check (SC) level as a minimum.

Your future duties and responsibilities:

As a Senior Service Delivery Manager within CGI’s Scotland & Northern Ireland Business Unit, you will be integral to driving service excellence for a key public sector client. This is a high-impact role where you will take ownership of delivering a new and transformed IT solution. You’ll work alongside CGI and client stakeholders to ensure service performance exceeds expectations, aligning with both business needs and contractual obligations.

You will lead the delivery of managed services, monitoring performance through key service metrics and proactively managing risks, escalations, and major incidents. Your leadership in service improvement will ensure that our client continues to receive a future-ready, reliable, and responsive solution. You will also be responsible for financial management across the services, ensuring cost-effective operations and transparent reporting.

Collaboration is key to this role. You’ll bring together technical teams, suppliers, and client stakeholders, encouraging knowledge sharing and driving initiatives that continually enhance the service landscape. You’ll also support and contribute to obsolescence management, licence oversight, and configuration tracking, ensuring all areas of the service are well-governed and future-proofed.

Key Tasks:

• Monitor and report on service delivery performance against contractual SLAs and KPIs.
• Manage major incidents and escalations, ensuring timely resolution and root cause analysis.
• Lead and implement continuous service improvement initiatives.
• Oversee service-related financials, ensuring accurate forecasting and budgeting.
• Coordinate with client and internal teams to optimise and align service delivery.
• Govern licence, asset, and configuration management processes.

Required qualifications to be successful in this role:

• ITIL Foundation (minimum) with proven experience in service delivery roles.
• Strong track record of managing service performance and continuous improvement initiatives.
• Skilled in stakeholder engagement, communication, and conflict resolution.
• Financial oversight experience across service delivery contracts.
• Hands-on experience with ITSM tools such as ServiceNow or equivalents.
• Demonstrable leadership in cross-functional team environments.

Skills:

• Customer QoS/SLA Management
• Delivery Management
• Finance
• ITIL
• Leadership
• ServiceNow

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.

Applications processed via employer's online application form