Senior Service Delivery Manager

Location: Kingston upon Hull

Position

Description:

At CGI, we deliver reliable, high-performing IT services that enable our clients to operate confidently, innovate and achieve their business goals. As a Senior IT Service Delivery Manager, you will play a pivotal role in shaping service excellence for a major energy sector client, bringing together multiple service teams to deliver outstanding operational performance and lasting business value. You’ll take ownership of strategic client relationships, champion continuous improvement and identify opportunities to enhance efficiency and service quality.

Working alongside a collaborative community of experts, you’ll have the freedom to influence decisions, introduce fresh ideas and develop your leadership career, with the support to make a meaningful impact.

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 lead the integrated management and governance of critical IT services for a major energy sector client, ensuring consistent performance across infrastructure, application management and security monitoring services. You will take ownership of service delivery outcomes, contractual commitments and operational governance, working closely with technical teams and senior stakeholders to maintain service excellence. Your leadership will help strengthen client relationships, improve operational resilience and ensure services consistently meet business expectations.

You will have the opportunity to shape service delivery strategy, champion innovative improvements and influence financial and operational performance. Working within a supportive, collaborative environment, you will bring together cross-functional teams and external suppliers, resolve complex challenges and drive meaningful improvements. You will also contribute to account growth, mentor colleagues and help create a culture of accountability, continuous learning and shared success.

Key responsibilities include:

- Lead & Govern:
Oversee integrated service delivery across infrastructure, application management and security monitoring, ensuring contractual SLAs, KPIs and governance standards are achieved.

- Manage & Resolve:
Coordinate the management of major incidents, operational risks and escalations, ensuring effective communication, timely resolution and preventative action.

- Engage & Influence:
Build trusted relationships with senior client stakeholders, leading service reviews, performance reporting and strategic governance discussions.

- Collaborate & Deliver:
Unite cross-functional CGI teams and external suppliers to resolve challenges, align priorities and deliver seamless services.

- Improve & Innovate:
Own continual service improvement governance, identifying opportunities to enhance service quality, operational resilience and client satisfaction.

- Optimise & Control:
Support financial forecasting, cost management and operational…