Service Delivery Manager - MIM & Problem

CGI Group Inc.; Bridgend; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Insurance coverage

Medical benefits

Pension plan

Member Assistant Programme

Check4Cancer

Flexible time off

Share Purchase Plan

Member discounts

Dental benefits

Vision benefits

Profit Participation Plan

Health and Wellbeing Programme

Job summary

CGI in the UK is seeking a Senior Service Delivery Manager specializing in Major Incident and Problem Management to shape service performance, lead teams, and build trusted relationships with senior clients and partners. Based at or near the Waterton, Bridgend office, the role blends service leadership with governance and commercial responsibility in a hybrid setting.

You will drive continual service improvement and XLAs, influence strategy, and collaborate with CGI Partners to deliver

Qualifications

• Substantial IT service delivery leadership experience.
• Strong knowledge of Major Incident Management and Problem Management.

Responsibilities

• Lead & Improve: Own Major Incident and Problem Management delivery.
• Build & Influence: Develop trusted senior client relationships with VPs and Directors.
• Innovate & Evolve: Identify opportunities for innovation and XLAs.
• Deliver & Govern: Ensure engagements meet time, budget, quality and satisfaction targets.
• Lead & Develop: Manage recruitment, resource planning and mentoring.
• Collaborate & Deliver: Manage suppliers and partners for high-quality outcomes.
• Manage & Optimise: Monitor costs, utilisation and cost models for bids.
• Advise & Share: Stay current with industry developments and share expertise.
• Present & Engage: Deliver presentations to clients and stakeholders.

Skills

Major Incident Management

Problem Management

ITIL knowledge

Stakeholder management

Leadership

Commercial awareness

Financial awareness

Client engagement

Supplier management

Job description

At CGI, we help clients transform critical IT services into resilient, high-performing experiences that deliver measurable business value. As a Senior Service Delivery Manager specialising in Major Incident Management and Problem Management, you'll shape how complex services perform, lead teams through continual improvement, and build trusted relationships with senior clients and partners. You'll have the autonomy to influence strategy and develop innovative, experience-led approaches, including XLAs, while being backed by an open community of experts who share knowledge and ideas. Based at or near our Waterton, Bridgend office, you'll combine service leadership, commercial awareness and people development to strengthen client outcomes and help evolve the future of service delivery at CGI.

• Lead & Improve: Own Major Incident and Problem Management delivery, driving service quality, resilience and continual service improvement.
• Build & Influence: Develop trusted senior client relationships and engage confidently with VPs, Directors and key stakeholders.
• Innovate & Evolve: Identify opportunities for innovation, efficiency and experience-led services, including XLAs.
• Deliver & Govern: Ensure engagements achieve agreed time, budget, quality and client satisfaction objectives while managing risks and issues.
• Lead & Develop: Manage recruitment, resource planning, performance, coaching, mentoring and career development for CGI Partners.
• Collaborate & Deliver: Manage suppliers and partner organisations to support consistent, high-quality service outcomes.
• Manage & Optimise: Monitor financial and resource performance, including costs, recoveries, utilisation and cost models for new bids.
• Advise & Share: Act as a trusted advisor, stay current with industry developments and share expertise across CGI.
• Present & Engage: Deliver compelling presentations to existing and prospective clients, including visits to CGI's Service Desk in Bridgend.
  You'll bring substantial IT service delivery leadership experience, with strong knowledge of Major Incident Management, Problem Management and ITIL-aligned environments. You should be comfortable combining people leadership with client engagement, operational governance and commercial responsibility, while demonstrating the curiosity to challenge established approaches and the collaborative mindset to help colleagues succeed.
• Strong experience in IT Service Delivery Management, ideally within complex enterprise or managed-service environments.
• Strong knowledge of Major Incident Management and Problem Management, including continual service improvement practices.
• Good understanding of ITIL principles, service management frameworks and operational governance.
• Proven people leadership experience, including coaching, performance management, resource planning and career development.
• Excellent client and stakeholder management skills, with the credibility to influence senior stakeholders.
• Strong supplier and partner management capability across multi-party service environments.
• Commercial and financial awareness, including budgets, utilisation, cost management and contract considerations.
• Proven ability to identify and deliver service improvements, efficiencies and innovative solutions.
• Strong presentation and communication skills, with confidence presenting to clients and senior stakeholders.
• An interest in experience-led service management, including XLAs and evolving industry practices.
• Ability to work regularly from or near CGI's Waterton, Bridgend office, supporting client visits and presentations.
  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. That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals. Come join our team-one of the largest IT and business consulting services firms in the world.Discover CGI London, England, United Kingdom > 1000 employees IT services We are a global business with 91,500 professionals across hundreds of locations worldwide, providing end-to-end IT and business process services that drive our clients' businesses. In the UK alone, we have around 6,000 member-partners working across 19 towns and cities, doing everything from writing complex code to designing sophisticated software solutions. The work we do powers some of the most ambitious projects that touch the lives of many. Our approach sets us apart, characterised by our proximity model, international presence, expertise, and operational excellence. We organise our operations within metro markets where our clients have concentrated footprints, empowering our local teams to build trusted, in-person relationships. As you build your career here, you'll develop your skills, share your insights, and work side-by-side with colleagues and clients on innovative solutions that address the most complex issues. Our commitment to ownership, flexibility, and being approachable makes us easy to do business with. Join us, and together, as owners, let's turn meaningful insights into action to meet the needs and balance the interests of our clients, shareholders, communities, and each other.

Benefits:

• Insurance coverage
• Medical benefits
• Pension plan
• Member Assistant Programme
• Check4Cancer
• Flexible time off
• Share Purchase Plan
• Member discounts
• Dental benefits
• Vision benefits
• Profit Participation Plan
• Health and Wellbeing Programme

CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK 'Best Employer' by the Financial Times. 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.

Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position.