Service Desk Team Manager

CGI Group Inc.; Bridgend; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Insurance coverage

Medical benefits

Pension plan

Share Purchase Plan

Health and Wellbeing Programme

Flexible time off

Member discounts

Job summary

CGI Group Inc. is seeking a Service Desk Team Manager to lead a multi-skilled team, owning service performance and driving improvements. The role focuses on meeting SLAs, quality standards, and compliance while enabling growth through AI-enabled processes and new ways of working.

You will coach and develop the team, manage escalations, and build strong relationships with clients and senior stakeholders in a fast-paced, hybrid environment.

Qualifications

• Experience leading and developing multi-skilled service teams.
• Proven ability to manage performance against SLAs.
• Experience handling HR matters and one-to-ones.
• Strong stakeholder and client-management skills.

Responsibilities

• Motivate, coach and develop a multi-skilled team to achieve goals.
• Own service performance and ensure SLAs and quality expectations are met.
• Take ownership of escalations and HR processes.
• Support adoption of AI and evolving ways of working.
• Build relationships with senior management, clients and stakeholders.

Skills

People leadership

Stakeholder management

Quality management

Change management

Job description

At CGI, you'll have the opportunity to lead a talented, multi-skilled Service Desk team that plays a vital role in delivering exceptional outcomes for our clients. As a Service Desk Team Manager, you'll take ownership of service performance while creating an environment where people can grow, contribute ideas and perform at their best. Combining hands-on leadership with a focus on continuous improvement, you'll help evolve the service, embrace opportunities presented by AI and new ways of working, and build strong relationships across CGI and our clients. You'll be empowered to make an impact, supported by an experienced leadership community and encouraged to shape how we deliver outstanding services for the future., In this role, you will lead, coach and develop a multi-skilled Service Desk team, creating an inclusive and positive environment where people are encouraged to take ownership and deliver consistently high standards. You'll set clear goals, support individual development and wellbeing, and ensure your team remains motivated and aligned with client and business priorities. You'll combine people leadership with operational responsibility, ensuring contractual SLAs, quality standards and compliance requirements are achieved. Working collaboratively with senior management, clients and key stakeholders, you'll resolve escalations, identify opportunities to improve performance and encourage new ideas. You'll also support the adoption of AI and evolving ways of working, helping your team navigate change successfully while continuously improving the service.

• Motivate, coach and develop a multi-skilled team to achieve individual, team and client goals.
• Own service performance and ensure contractual SLAs and quality expectations are consistently achieved.
• Hold regular one-to-ones, set clear objectives and support development, talent and succession planning.
• Build a supportive team environment that encourages ownership, collaboration and new ideas.
• Take ownership of client and team escalations, wellbeing and relevant HR processes.
• Monitor service quality, compliance and applicable ISO requirements.
• Build effective relationships with senior management, clients and key stakeholders.
• Identify opportunities to improve efficiency, service quality and ways of working.
• Support the introduction of AI and help the team adopt new technologies and processes effectively.
• Manage competing demands and maintain high-quality service in a fast-paced environment.
  You'll be an experienced people leader who can bring teams together, develop individual potential and maintain a strong focus on both people and client outcomes. You should be comfortable taking ownership of operational performance, managing competing priorities and leading through change, while creating an environment where colleagues feel supported to contribute, develop and succeed.
• Proven experience leading, coaching and developing operational or service-focused teams.
• Strong experience managing performance against SLAs and service objectives.
• Demonstrable ability to motivate teams and support individual development and wellbeing.
• Experience conducting one-to-ones, setting objectives and supporting talent and succession planning.
• Strong stakeholder and client-management skills, including managing escalations effectively.
• Experience handling people-management and HR-related matters.
• An understanding of quality, compliance and ISO requirements within a service environment.
• Proven ability to identify and implement service improvements and efficiencies.
• Confidence managing multiple priorities and delivering effectively under pressure.
• An adaptable approach to change, with an interest in how AI and emerging technologies can enhance service delivery.
• Strong communication, collaboration and interpersonal skills.
  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.