Senior Consultant - Service Delivery

** Senior Consultant - Service Delivery*
* ** Category:
** Business Consulting, Strategy and Digital Transformation

** Main location:
** United States, North Carolina, Research Triangle Park (RTP)

** Position :
** J

*
* Employment Type:

** Full Time

** Position

Description:

*
* CGI is seeking a Senior Consultant - Service Delivery to join our team in support of a large Global Managed Services engagement. This role is ideal for a hands-on service delivery professional with experience supporting enterprise IT operations, managed services, and client-facing delivery environments. Exposure to storage and infrastructure environments is a plus.

The Senior Consultant will support day-to-day service delivery operations, client coordination, SLA tracking, governance activities, and operational reporting while partnering closely with cross-functional and offshore teams to ensure high-quality service delivery and operational consistency. The ideal candidate will bring a strong combination of operational delivery experience, stakeholder management, process improvement capabilities, and collaboration skills within fast-paced, client-facing environments.

Work Location:

Preference for candidates located near Research Triangle Park (RTP) - Raleigh / Durham / Cary / Morrisville / Chapel Hill, NC or San Jose, CA. If located near a CGI office, the individual should be willing to attend in-person stakeholder meetings as needed and work from the CGI office two days per week.

** Your future duties and responsibilities:*
* Service Delivery Support

- Support end-to-end delivery activities for professional services and managed services engagements

- Assist in ensuring services are delivered on time, within scope, and aligned with client expectations and SLA commitments

- Help coordinate incident resolution, escalations, and operational support activities across technical teams

- Collaborate with offshore and distributed delivery teams to maintain operational continuity and alignment

- Monitor delivery activities, resource allocation, utilization metrics, and operational priorities

- Support implementation and refinement of delivery processes, governance practices, and operational standards

- Assist with identifying opportunities for operational improvements and service enhancements

Service Delivery Management Functions

- Track and monitor service performance metrics including SLAs, KPIs, and operational dashboards

- Participate in service review meetings and support preparation of operational updates, trend analysis, and improvement recommendations

- Support change management and operational governance processes to ensure smooth service execution

- Assist in identifying recurring issues and coordinating corrective action plans with technical teams

Communication & Stakeholder Coordination

- Build collaborative working relationships with internal teams, client stakeholders, and offshore delivery resources

- Provide timely updates on incidents, operational risks, service performance, and delivery activities

- Support executive and operational reporting activities through clear documentation and communication

- Coordinate across cross-functional teams to ensure alignment on priorities, timelines, and customer expectations

Reporting & Continuous Improvement

- Generate and analyze operational reports related to service performance, utilization, SLA adherence, and incident trends

- Conduct basic trend analysis and support root cause investigation activities for major incidents and operational challenges

- Identify opportunities to improve service delivery efficiency, governance, and customer experience

- Contribute to continuous service improvement initiatives and operational best practices

** Required qualifications to be successful in this role:*
* - 8 to 10 years of experience in service delivery, IT operations, managed services, or professional services environments

- Understanding of service delivery models, SLA/KPI management, and operational governance practices

- Exposure to infrastructure and storage environments is a plus

- Experience supporting distributed and offshore delivery teams in a collaborative environment

- Strong analytical, problem-solving, and organizational skills

- Experience supporting Incident, Problem, Change, and Service Management processes aligned with ITIL best practices

- Strong written and verbal communication skills with ability to interact with technical teams and client stakeholders

- Ability to manage multiple priorities in fast-paced operational environments

- Experience preparing operational reports, dashboards, and service performance metrics

- Collaborative mindset with strong attention to detail and operational discipline

- Willingness to support occasional after-hours or weekend activities as needed

Preferred Qualifications

- ITIL Foundation certification or exposure to ITIL processes

- Experience supporting enterprise infrastructure or managed services environments

- Familiarity with service management and reporting tools such as Service Now

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