IT Service Manager - Secure Cloud Services; DV Security Clearance

Position Overview

At CGI you will play a key role in shaping and delivering high-quality IT services that support mission‑critical systems across the Space, Defence and Intelligence sector. As an IT Service Manager you will establish and optimise service management processes within secure cloud environments, ensuring consistent performance and continuous improvement. You will take ownership of service outcomes, apply innovative thinking, and grow your expertise in a collaborative and supportive environment.

Your role will be based on site near Gloucester or in Central London 5 days a week. Due to the secure nature of the programme, you must hold UK Security Clearance or be eligible to obtain clearance.

• Define, implement and manage IT service management processes within secure cloud environments, ensuring services are delivered consistently and in line with agreed standards.
• Take ownership of service governance across incident, problem, change, and request management, driving operational effectiveness and continuous improvement.
• Work closely with stakeholders, technical teams and partners to monitor service performance, manage risks, and evolve processes to meet client and contractual needs.
• Bring structure, innovation and leadership to service management while being supported by a collaborative and expert‑led environment.
• Define & implement IT service management processes aligned to ITIL.
• Oversee & manage incident, problem, change and request processes.
• Monitor & improve service performance and operational effectiveness.
• Engage & communicate with stakeholders to maintain service alignment.
• Coordinate & support delivery with technical teams and partners.
• Manage & mitigate risks, issues and service impacts.
• Report & present service performance, risks and improvements.

You should have strong experience in IT service management within complex or secure environments, with the ability to design processes, drive improvements and ensure service quality. A solid understanding of ITIL frameworks and stakeholder engagement is essential.

• Proven experience in IT service management.
• Strong knowledge of ITIL frameworks and best practices.
• Experience in process design and continuous improvement.
• Strong stakeholder engagement and communication skills.
• Experience in service performance monitoring and reporting.
• Proven ability in risk and issue management.
• Exposure to Oracle Cloud Infrastructure.
• Experience with service governance and compliance (desirable).
• Understanding of secure environments and compliance requirements (advantageous).