Service Management and Integration Lead

CGI (PHILIPPINES) INC.; Pateros; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

CGI (PHILIPPINES) INC. is seeking a Service Management and Integration Lead to drive the transition and ongoing delivery of IT services for our client in Metro Manila.

You will establish the service management operating model, orchestrate delivery across CGI and third party providers, and provide operational leadership to the service management team. In this senior role you will govern end-to-end service performance, coordinate with client stakeholders, and push continual improvement,

Qualifications

• Minimum of 5 years in IT service management, service delivery, or service integration.
• Experience leading or supporting major service transitions in complex outsourced environments.
• ITIL 4 Foundation or higher; SIAM certification or equivalent experience desirable.

Responsibilities

• Transition and Service Readiness: define operating model, governance, reporting, and readiness for transition.
• Service Management Leadership: direct incident, problem, change, SLA, and continual improvement efforts.
• Service Integration: coordinate end-to-end delivery across CGI, client, and external providers.

Skills

ITIL expertise

Service readiness

Service integration

Supplier management

Leadership

Stakeholder comms

Analytics & improvement

Education

Bachelor's degree in IT or related

Tools

ServiceNow

Job description

Position Description

Job Summary
The Service Management and Integration Lead plays a critical role in the transition and ongoing delivery of services to the client. The role establishes and embeds the service management operating model, integrates delivery across CGI and third party providers, and provides operational leadership to the service management team. The role acts as a senior interface between CGI, the client, and the wider supplier ecosystem, ensuring effective governance, clear accountability, and consistent end to end service performance.

Job Responsibilities

• Transition and Service Readiness: Lead the service management workstream during transition; define the operating model, governance forums, reporting, escalation paths, roles, processes, documentation, and service acceptance criteria; and drive transition risks, gaps, dependencies, and readiness concerns to resolution.
• Service Management Leadership: Lead and coordinate the service management team supporting the client, provide direction across incident, problem, change, service level, and continual improvement activities, and develop the maturity and capability of the service management function.
• Service Integration: Coordinate end to end service delivery across CGI teams, client stakeholders, and external providers, maintaining clear accountability across supplier and organizational boundaries.
• Supplier and Performance Management: Monitor supplier performance against SLAs, KPIs, contractual obligations, and agreed outcomes; address underperformance; and ensure corrective actions are owned and completed.
• Governance and Operational Control: Establish and operate effective service governance, operational reviews, reporting, escalation, risk management, and decision making structures.
• Major Incident and Problem Leadership: Provide leadership for complex and cross supplier incidents and problems, ensuring timely restoration, effective communication, root cause analysis, and sustainable corrective action.
• Client and Stakeholder Management: Act as a trusted but independent service management advisor, build effective relationships, communicate difficult messages clearly, and align stakeholders around agreed priorities and responsibilities.
• Constructive Challenge and Commercial Discipline: Challenge assumptions, decisions, and requests when necessary; set clear boundaries; and decline requests that are outside agreed scope, commercially inappropriate, operationally unsustainable, or contrary to service governance.
• Continual Improvement and Innovation: Maintain a prioritized improvement plan, use performance data and stakeholder feedback to identify opportunities, and promote automation, standardization, and measurable service improvements.

These responsibilities describe the general nature and level of the role and are not an exhaustive list. The member may be required to perform other duties appropriate to the role as business and client needs evolve.

Other responsibilities include

• Collaborating with local management, colleagues, and clients at all levels to ensure that deliverables meet customer satisfaction.
• Adhering to established escalation procedures.
• Arriving on time for scheduled shifts and breaks assigned by the people manager.
• Informing the people manager about planned or unplanned leaves according to the engagement's policies:
• Vacation leave: Provide notice at least 2 weeks in advance of the planned leave date.
• Sick leave Notify at least 4 hours before the shift starts. When using sick leave, inform the team lead (or higher ranked manager) via a mobile phone call within the specified lead time.
• Maintaining quality standards in accordance with agreed metrics.
• Ensuring that any quality deficiencies are addressed promptly within your function.
• Submitting required service delivery reports.
• Providing feedback to the people manager if potential issues arise.
• Offering feedback to the manager on potential process improvements.
• Attending scheduled meetings as required.

Skills, Knowledge and Capabilities

Skills

• IT Service Management Expertise: Strong practical knowledge of ITIL based service management, particularly incident, problem, change, service level, and continual improvement management.
• Transition and Service Readiness: Ability to establish service management controls, operational acceptance criteria, governance, and working practices during a major transition or mobilization.
• Service Integration: Ability to coordinate multiple teams and suppliers to deliver a consistent end to end service and resolve issues across organizational boundaries.
• Supplier and Contract Management: Ability to manage supplier performance, SLAs, KPIs, obligations, service credits, risks, and corrective actions.
• Leadership and Influence: Able to lead teams directly and through influence, establish accountability, make decisions, and maintain momentum in a complex environment.
• Stakeholder Communication: Excellent verbal and written communication, including executive level reporting, facilitation, negotiation, and the delivery of clear and difficult messages.
• Analytical and Improvement Mindset: Skilled in performance analysis, root cause identification, prioritization, process optimization, and translating data into actionable improvements.

Knowledge

• ITSM and SIAM Practices: In depth understanding of ITIL and practical knowledge of SIAM principles, integrated process ownership, governance, and end to end service management.
• Multi Supplier Environments: Knowledge of supplier interdependencies, retained organization responsibilities, operational level agreements, and cross supplier governance.
• Sourcing and Commercial Models: Understanding of outsourcing, co sourcing, hybrid sourcing, contractual scope, service obligations, and commercial change control.
• Service Governance and Reporting: Knowledge of SLAs, KPIs, service reviews, risk and issue management, escalation frameworks, and performance reporting.
• Transition and Operational Acceptance: Knowledge of transition planning, knowledge transfer, service validation, readiness assessment, and transition to run governance.
• Compliance and Risk Management: Knowledge of information security, regulatory obligations, service continuity, operational risk, and control frameworks.
• Service Management Tools: Experience with ServiceNow or a comparable ITSM platform, together with collaboration, reporting, and performance monitoring tools.

Capabilities

• Strategic and Operational Leadership: Aligns service management priorities with client outcomes while maintaining strong day to day operational control.
• Constructive Challenge: Confidently challenges senior client and supplier stakeholders, manages expectations, and protects CGI's contractual, commercial, and operational interests.
• Accountability and Decision Making: Establishes clear ownership, makes evidence based decisions, and escalates appropriately rather than accepting unmanaged risk.
• Client Relationship Management: Builds trusted relationships while maintaining professional independence, appropriate boundaries, and objective judgment.
• Change Leadership: Leads organizational and procedural change across multiple teams and suppliers and supports adoption of new ways of working.
• Continuous Improvement: Drives measurable improvements in service quality, efficiency, resilience, and user experience.
• Resilience and Adaptability: Remains calm, decisive, and effective in a fast paced environment with competing priorities, service pressures, and shifting requirements.

Education

• Bachelor's degree or equivalent professional experience in information technology, business, service management, or a related field.

Experience

• Minimum of 5 years of relevant experience in IT service management, service delivery, or service integration, including at least 2 years in a senior, lead, or client facing capacity.
• Demonstrable experience working in a complex outsourced, multi team, or multi supplier environment and leading or supporting a major service transition, transformation, or service mobilization.
• Experience establishing service governance, reporting, escalation, and performance management structures; ITIL 4 Foundation or higher is preferred, and SIAM certification or equivalent practical SIAM experience is desirable.

Others

• Willing to support service activities outside standard business hours when required, including major incidents, transition events, or critical service milestones.
• Willing to work onsite when required by the engagement.
• Willing to work from the designated CGI or client site, including OWS McKinley Taguig or Alpha Ortigas, as required.

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.

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.