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Client Engagement Specialist

Groupe CGI

This is a Contract position in Ottawa, ON posted April 30, 2021.

Description du poste : The Service Delivery Manager is the individual accountable for planning, delivering, operating, monitoring and maintaining a stable, secure and responsive support to the client for specific types of services, in accordance with the client contract documents (e.g., Operational Framework (OF), Service Level Agreement, etc.).

This is an exciting opportunity; as our Global Technology Operations Unit experiences continued success; we are focusing on strengthening and expanding our footprint in the Tier-1 Infrastructure space.

You will be a key player in an energetic and motivated team of leaders and T1 experts driving this strategic business forward.

Fonctions et responsabilités : Responsibilities:
• Focus on service delivery quality during the life of the client engagement by providing leadership and priority setting in collaboration with the overall account team service agenda
• Interface regularly with Client management and staff to ensure on-going client satisfaction.

• Support quality service delivery, client satisfaction and regular customer meetings and preparation of Tier 1 Client and Infrastructure Reporting
– weekly/monthly Service Level and Problem Mgmt reporting
• Responsible for supporting delivery of contracted services to ensure that SLAs (service level agreements) as defined in the relevant contracts are met
• Build and maintain strong client and internal delivery team relationships
• Work with CGI account team members
– promoting team work, collaboration and communications.

• Function as an escalation contact for both client and service delivery teams for all day-day and administrative issues relating to Infrastructure services as per contract
• Participate in, and document client meetings to ensure on-going client satisfaction.

Escalate to appropriate directors and/or managers if required to ensure SLAs are met.

• Support the execution that focuses on delivering a high Quality of service across the CGI Services portfolio and increased value to the customer.

Focus on Quality and Execution Discipline while supporting operational focused initiatives.

• Deliver and review with the client, the monthly service and SLA reports.

• Financial Volumetric (SOX) report review and approval
• Establish a strong working relationship with the client to develop new opportunities for future CGI business.

Qualités requises pour réussir dans ce rôle : Essential
• SLA management and reporting, managing operational reporting, Managing client communications & escalations
• Demonstrate strong technical leadership, interpersonal skills and organizational abilities in large/complex engagements.

• Have exceptional judgment and innovative problem-solving skills.

• Demonstrate strong negotiation, and dispute resolution skills
• Experience with Change Management, Incident Managemnt process
• Ability to deal with aggressive timelines and the associated pressure.

• Comfortable conducting meetings, presenting and leading issue-resolution with management and senior management at the client and internally.

• Experience using a ticket management system such as Remedy
• Position requires on-call, weekend and after hours work
• Ability to speak, write and communicate clearly and effectively fluent in English.

Desired Qualifications
• 5 years of IT Client Service Delivery Management and/or Contract Management for IT Infrastructure Management experience
• Strong team player, active listeners and process oriented
• Independent worker that requires little supervision beyond initial scope expectation
• Proficiency with MS-Office (Project, Excel, Word, PowerPoint, Visio).

Professional Attributes
• Results-focused with a strong track record of successful delivery
• Relationship and Stakeholder Management Education and Certification
• University degree or college diploma in a relevant field.

• ITIL certification Ce que vous pouvez attendre de nous : Build your career with us.

It is an extraordinary time to be in business.

As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals.

As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership.

All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation.

Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.