Service Delivery Manager (Financial Services)
Service Delivery Manager (Financial Services) Position Description
As a Service Delivery Manager (SDM), you will have access to information of confidential nature. You will be expected to maintain that confidentiality. You should ensure that confidential documents are kept under lock and key and that electronic versions are secured as well. Performance criteria You will be assessed on success in your role according to your achievements against these Terms of Reference and your performance against Performance Indicators. Job Summary
The role of the Service Delivery Manager is responsible for co-coordinating the delivery of services for key clients. The SDM plays a vital role in creating long-term healthy relationships between the service provider and the client, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction. The SDM ensures the highest level of operational service delivery while maintaining the financial margins of the project.
These Terms of Reference apply for the role of SDM. The role may be shared across engagements with similar project and skill requirements. Job Responsibilities . 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.
. Look 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 CGI Partner, 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 the CGI Partner or relevant people manager if potential issues are detected. Ensure feedback is given to the CGI Partner 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. Ensure report to office policies are followed People Management 1. You are expected to exercise your discretion when enforcing the company policies keeping the bigger company objectives in mind.
2. You are accountable and responsible in hiring new CGI Partners ensuring that they fit the company's core values. You are also responsible in imposing the disciplinary sanctions and ultimately managing out CGI Partners as needed.
3. You are expected to fully participate in business improvement or development activities that the company initiates.
4. You are expected to actively apply the Partner Partnership Management Framework as applicable.
5. You are expected to provide direction and vision to your direct reports.
6. Appropriately disseminate and tailor information and business communications to team members through regular team meetings, one on one meetings etc. as required to ensure team members (both in the office and on client sites) are kept well informed.
7. Conduct regular one-on-one meetings with all direct reports to provide relevant feedback on their performance.
8. Set meaningful performance objectives in collaboration with assignment managers which align to client project/SLAs for team members.
9. In particular, when you have direct reports working with other assignment managers, regularly engage with the assignment managers to receive on-going feedback on CGI Partner's performance, especially regarding adherence to SLAs and delivery expectations, during roll off from projects or at the end of the review period.
10. Provide a consolidated review and performance evaluation at the end of the year in liaison with relevant assignment managers when undertaking annual performance reviews and creating development plans for CGI Partners
11. Implement and manage Personal Development Plans (PDPs) and Performance Improvement Plans (PIPs) in conjunction with assignment manager as necessary.
12. Manage on-boarding, induction activities and probationary reviews for new CGI Partners in accordance with CGI's program. 1. You are expected to foster open communication with direct reports.
2. Undertake PSAP meetings as required
3. Identify and manage CGI Partner issues proactively in accordance with CGI policies and seek expert advice from your Responsible Manager or the relevant HR Business Partner as required.
4. You are expected to display integrity in action.
5. Apply technical and team member processes consistently and ensure that team members adhere to CGI policies and guidelines.
6. Be conversant with company policies to ensure requests comply with policy guidelines and manage approvals accordingly, e.g. ensuring that the CGI Partner has enough accrued leave available.
7. Support team members during absenteeism periods and when attendance issues occur.
8. Effectively manage team member leave balances, ensuring that excessive leave balances past the middle of the fiscal year are managed.
9. Familiarize yourself with health and safety requirements for your team members, including adherence to reporting procedures for workplace incidents/accidents
10. Ensure that bullying and harassment claims are appropriately dealt with and escalated to your Responsible Manager and Human Resources Business Partner.
11. You are expected to cultivate team spirit.
12. Actively work to develop your team by providing them with effective leadership, expertise, advice, coaching and mentoring.
13. Support team members for current and future assignments; work with team members to understand career objectives and skills and make recommendations to Client Engagement Director/Function Lead;
14. Encourage and support team members to participate in training and development activities to maintain and develop skillset, including use of online training opportunities.
15. Work with team members to define PDPs.
16. Ensure resource data is up to date by reviewing and approving Resource Profiles in PSA RM, confirming résumés and skills profiles are current and provided in the correct template
17. Approve assignments or amendments to existing assignment dates when appropriate
18. Ensure all team members achieve their utilisation target by: Proactively seeking assignments by searching for possible service orders / resource requests that match your team members' profile and recommending your team members accordingly Utilizing strategies to minimize underutilization of team members such as onshore assignments, proactive annual leave planning or formulating bench activity plan to ensure unassigned time is used productively.
21. You are expected to uphold the company values in your actions, and is committed to building loyalty amongst colleagues.
22. Familiarize yourself with and understand company benefits, including SPP and PPP.
23. Be cognizant of CGI values and demonstrate, work in accordance with and promote the values in how you operate.
24. Positively represent CGI's core values and philosophies for their team members.
25. Contribute to the achievement of key CGI metrics, ensuring accuracy and timeliness of data by; Reviewing and approving weekly timesheets for all team members in accordance with relevant deadlines. Reviewing and approving expense claims for all team members, ensuring submissions are accurate and comply with relevant company policy.
28. You are expected to give team member recognition in its purest form, ensuring that what is expected from the team member is understood and taken into account.
29. Undertake appropriate reward and recognition to acknowledge team member contribution, through both informal feedback and where appropriate, formally.
30. Remember to acknowledge good work during team meetings, performance reviews and PSAP discussions
31. Share the positive feedback you receive from assignment managers and clients. You are also expected to understand and exemplify the following CGI Specific Competencies and Leadership Competencies: . CGI Specific Competencies
. Leadership Competencies
. CGI Quality System
. CGI Frameworks
. CGI Tools/Techniques
. CGI Solutions and Methodology
. CGI Key Professional Behaviors
. CGI Code of Ethics and Business Conduct . Communication
. Leading
. Management
. Cognitive Ability
. Effectiveness
. Professional Responsibility Soft Skills Target
Demonstrate an appropriate level of the following CGI values through the following: . Quality and Partnership – ensure all assigned deliverables are completed at a high level of quality
. Intrapreneurship and Sharing – collaborate with team members in exhibiting ownership through extending and taking up responsibilities above and beyond the documented TOR if needed, as well as fostering a positive work environment
. Respect –professionalism and proper decorum in all official interactions and functions
. Financial Strength – ensure that 100% of timesheets are submitted timely and accurately and any relevant leaves are accurately reported.
. Objectivity and Integrity. Administrative . Adherence to all company mandated responsibilities. The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time, as needed. Your future duties and responsibilities Required qualifications to be successful in this role
At least 10 years overall experience with 3 years+ on a managerial role. Specifically in Financial related projects would be preferred. College graduate Proficient in written and verbal communication in the English language Excellent people management skills & relationship building Solid analytical and problem-solving skills Good interpersonal skills (empathy, verbal dexterity, etc.) 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.
As a Service Delivery Manager (SDM), you will have access to information of confidential nature. You will be expected to maintain that confidentiality. You should ensure that confidential documents are kept under lock and key and that electronic versions are secured as well. Performance criteria You will be assessed on success in your role according to your achievements against these Terms of Reference and your performance against Performance Indicators. Job Summary
The role of the Service Delivery Manager is responsible for co-coordinating the delivery of services for key clients. The SDM plays a vital role in creating long-term healthy relationships between the service provider and the client, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction. The SDM ensures the highest level of operational service delivery while maintaining the financial margins of the project.
These Terms of Reference apply for the role of SDM. The role may be shared across engagements with similar project and skill requirements. Job Responsibilities . 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.
. Look 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 CGI Partner, 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 the CGI Partner or relevant people manager if potential issues are detected. Ensure feedback is given to the CGI Partner 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. Ensure report to office policies are followed People Management 1. You are expected to exercise your discretion when enforcing the company policies keeping the bigger company objectives in mind.
2. You are accountable and responsible in hiring new CGI Partners ensuring that they fit the company's core values. You are also responsible in imposing the disciplinary sanctions and ultimately managing out CGI Partners as needed.
3. You are expected to fully participate in business improvement or development activities that the company initiates.
4. You are expected to actively apply the Partner Partnership Management Framework as applicable.
5. You are expected to provide direction and vision to your direct reports.
6. Appropriately disseminate and tailor information and business communications to team members through regular team meetings, one on one meetings etc. as required to ensure team members (both in the office and on client sites) are kept well informed.
7. Conduct regular one-on-one meetings with all direct reports to provide relevant feedback on their performance.
8. Set meaningful performance objectives in collaboration with assignment managers which align to client project/SLAs for team members.
9. In particular, when you have direct reports working with other assignment managers, regularly engage with the assignment managers to receive on-going feedback on CGI Partner's performance, especially regarding adherence to SLAs and delivery expectations, during roll off from projects or at the end of the review period.
10. Provide a consolidated review and performance evaluation at the end of the year in liaison with relevant assignment managers when undertaking annual performance reviews and creating development plans for CGI Partners
11. Implement and manage Personal Development Plans (PDPs) and Performance Improvement Plans (PIPs) in conjunction with assignment manager as necessary.
12. Manage on-boarding, induction activities and probationary reviews for new CGI Partners in accordance with CGI's program. 1. You are expected to foster open communication with direct reports.
2. Undertake PSAP meetings as required
3. Identify and manage CGI Partner issues proactively in accordance with CGI policies and seek expert advice from your Responsible Manager or the relevant HR Business Partner as required.
4. You are expected to display integrity in action.
5. Apply technical and team member processes consistently and ensure that team members adhere to CGI policies and guidelines.
6. Be conversant with company policies to ensure requests comply with policy guidelines and manage approvals accordingly, e.g. ensuring that the CGI Partner has enough accrued leave available.
7. Support team members during absenteeism periods and when attendance issues occur.
8. Effectively manage team member leave balances, ensuring that excessive leave balances past the middle of the fiscal year are managed.
9. Familiarize yourself with health and safety requirements for your team members, including adherence to reporting procedures for workplace incidents/accidents
10. Ensure that bullying and harassment claims are appropriately dealt with and escalated to your Responsible Manager and Human Resources Business Partner.
11. You are expected to cultivate team spirit.
12. Actively work to develop your team by providing them with effective leadership, expertise, advice, coaching and mentoring.
13. Support team members for current and future assignments; work with team members to understand career objectives and skills and make recommendations to Client Engagement Director/Function Lead;
14. Encourage and support team members to participate in training and development activities to maintain and develop skillset, including use of online training opportunities.
15. Work with team members to define PDPs.
16. Ensure resource data is up to date by reviewing and approving Resource Profiles in PSA RM, confirming résumés and skills profiles are current and provided in the correct template
17. Approve assignments or amendments to existing assignment dates when appropriate
18. Ensure all team members achieve their utilisation target by: Proactively seeking assignments by searching for possible service orders / resource requests that match your team members' profile and recommending your team members accordingly Utilizing strategies to minimize underutilization of team members such as onshore assignments, proactive annual leave planning or formulating bench activity plan to ensure unassigned time is used productively.
21. You are expected to uphold the company values in your actions, and is committed to building loyalty amongst colleagues.
22. Familiarize yourself with and understand company benefits, including SPP and PPP.
23. Be cognizant of CGI values and demonstrate, work in accordance with and promote the values in how you operate.
24. Positively represent CGI's core values and philosophies for their team members.
25. Contribute to the achievement of key CGI metrics, ensuring accuracy and timeliness of data by; Reviewing and approving weekly timesheets for all team members in accordance with relevant deadlines. Reviewing and approving expense claims for all team members, ensuring submissions are accurate and comply with relevant company policy.
28. You are expected to give team member recognition in its purest form, ensuring that what is expected from the team member is understood and taken into account.
29. Undertake appropriate reward and recognition to acknowledge team member contribution, through both informal feedback and where appropriate, formally.
30. Remember to acknowledge good work during team meetings, performance reviews and PSAP discussions
31. Share the positive feedback you receive from assignment managers and clients. You are also expected to understand and exemplify the following CGI Specific Competencies and Leadership Competencies: . CGI Specific Competencies
. Leadership Competencies
. CGI Quality System
. CGI Frameworks
. CGI Tools/Techniques
. CGI Solutions and Methodology
. CGI Key Professional Behaviors
. CGI Code of Ethics and Business Conduct . Communication
. Leading
. Management
. Cognitive Ability
. Effectiveness
. Professional Responsibility Soft Skills Target
Demonstrate an appropriate level of the following CGI values through the following: . Quality and Partnership – ensure all assigned deliverables are completed at a high level of quality
. Intrapreneurship and Sharing – collaborate with team members in exhibiting ownership through extending and taking up responsibilities above and beyond the documented TOR if needed, as well as fostering a positive work environment
. Respect –professionalism and proper decorum in all official interactions and functions
. Financial Strength – ensure that 100% of timesheets are submitted timely and accurately and any relevant leaves are accurately reported.
. Objectivity and Integrity. Administrative . Adherence to all company mandated responsibilities. The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time, as needed. Your future duties and responsibilities Required qualifications to be successful in this role
At least 10 years overall experience with 3 years+ on a managerial role. Specifically in Financial related projects would be preferred. College graduate Proficient in written and verbal communication in the English language Excellent people management skills & relationship building Solid analytical and problem-solving skills Good interpersonal skills (empathy, verbal dexterity, etc.) 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.
Vacancy posted more than 2 months ago
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