Operations Manager (IT - Service Desk)

Operations Manager (IT - Service Desk)

Position Description
• Build a good relationship with key client staff.
• Successful service delivery through SLA achievement and high CSAP/OSAP scores.
• Monitor end to end performance of services
• Communicate effectively around issues and opportunities.
• Collaborate with senior management on client account management and growth.
• Ensure operations teams are aware and prepared of changes.
• Build service reports and sponsor service delivery meetings.
• Pull in additional resources when needed such as SME teams or people for specific issues / opportunities.
• Remove all obstacles to customer satisfaction and / or financial performance.
• Communicate across organizational boundaries from all levels.
• Looking out for client's and CGI's long term interests
• Run service improvements if service delivery is not meeting client expectations.
• Work with the client and operations teams to proactively identify service improvement activities.
• Be accountable for and contribute to the overall performance of the project delivery.
• Follow best practices as defined in the CPMF.
• Create and maintain the project's Financial Status Reporting with high quality.

Other responsibilities include:
• Work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Follow agreed escalation procedures.
• Support requirements assigned by the Director or above
• Advise people manager of planned/unplanned leaves as below:
Vacation leave – at least 14 days in advance of planned leave date
Sick leave at least two (3) hours prior to the start of the shift. A member, when using sick leave, must notify his manager (or next higher ranked manager) via a phone call to the manager's direct office line or mobile phone within the prescribed lead time.
Notification process during critical days should be followed.
• Maintain quality standards in accordance with agreed metrics.
• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.
• To submit necessary service delivery reports.
• Provide support to multiple Clients as necessary
• Ensure feedback is given to member or relevant people manager if potential issues are detected.
• Ensure feedback is given to member or relevant people manager if process improvement measures can be implemented.
• Ensure initiation of or attendance at planned meetings.
• Ensure project and local team processes are implemented and followed.

Your future duties and responsibilities

Required qualifications to be successful in this role
• Candidate must be a college graduate with a Bachelor’s degree.
• Minimum of 3 years of experience as an Operations Manager within an omnichannel Service Desk environment, with proven experience managing multilingual teams.
• Proven experience in managing Profit & Loss (P&L) and overall financial performance.
• ITIL certification is required.

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.