Service Delivery Manager - MIM & Problem

Service Delivery Manager - MIM & Problem

Position 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.
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.

Your future duties and responsibilities
In this role, you will take ownership of service delivery across Major Incident Management (MIM) and Problem Management, ensuring engagements deliver against client expectations, commercial objectives and service commitments. You'll build trusted relationships with clients, VPs, Directors, suppliers and partner organisations, identifying opportunities to improve services, increase efficiency and introduce innovative, experience-led approaches.
You will also lead and develop a team of approximately 15-30 CGI Partners, creating an environment where people can perform at their best and progress their careers. Supported by CGI's wider community of experts, you'll bring new ideas to service delivery, develop expertise in XLAs and experience management, and collaborate with the XLA Institute to turn emerging thinking into better client and user outcomes.

• 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.

Required qualifications to be successful in this role
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,…