Company Profile

At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed.

We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries.

Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us.

Learn more at www.cgi.com.

This is a great chance to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development.

Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please.

Job Title: Service Delivery & ITSM Coordinator

Position: Senior Systems Engineer

Experience: 7 Years

Category: Software Development/ Engineering

Main location: Chennai

Job Code: J0826-0732

Employment Type: Full Time

We are looking for an experienced Service Delivery & ITSM Coordinator with 6–9 years of experience in IT Service Management, combining strong Delivery Coordination capabilities with hands-on experience in Incident, Problem and Change (IPC) Management. The role requires strong operational oversight, stakeholder coordination and the ability to monitor service performance through SLA/OLA, KPIs and dashboards.

Key Responsibilities

- Coordinate day-to-day service delivery and ITSM operations across technical teams, service owners, partners and stakeholders, ensuring smooth execution of operational commitments.
- Manage and coordinate Incident, Major Incident, Problem and Change (IPC)



activities in accordance with ITIL processes and agreed service targets.
- Monitor SLA, OLA, KPIs, service availability, incident ageing, backlog and overall operational performance, proactively identifying risks and driving corrective actions.
- Coordinate Major Incidents, engaging appropriate resolver teams, driving service restoration, ensuring timely stakeholder communication and tracking post-incident actions.
- Drive Problem Management activities including recurring incident analysis, RCA coordination, problem tracking and closure of corrective/preventive actions.
- Coordinate Change Management activities including change review, risk and impact assessment, scheduling, approvals, CAB coordination and change success/failure tracking.
- Maintain and analyse operational dashboards and service reports, highlighting performance trends, SLA/OLA deviations, risks, recurring issues and improvement opportunities.
- Track delivery actions, dependencies, risks and escalations across multiple teams and drive timely follow-up and closure.
- Support weekly/monthly service reviews and governance meetings, including preparation of dashboards, performance reports, action trackers and stakeholder updates.
- Support Continuous Service Improvement (CSI) by analysing operational trends and working with technical teams to improve service stability, efficiency and overall service performance

Qualifications and Skills:
- 7 years of experience in IT Service Management / IT Operations / Managed Services, with exposure to service delivery coordination.
- Strong hands-on experience in Incident, Major Incident, Problem and Change Management.
- Good understanding of SLA, OLA, KPI management, service reporting and operational governance.
- Strong experience coordinating across multiple infrastructure/application support and resolver teams.
- Good knowledge of ITIL processes and service management best practices.
- Experience working with ITSM platforms such as BMC Helix, ServiceNow or equivalent.
- Strong stakeholder management,



communication, analytical, coordination and escalation management skills.
- Ability to independently track service performance, identify operational risks and drive actions to closure.
- ITIL Foundation certification is preferred.

Note: This is a general outline of the responsibilities and qualifications typically associated with the Virtualization Specialist role. Actual duties and qualifications may vary based on the specific needs of the organization.

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.

Your future duties and responsibilities

Required qualifications to be successful in this role

Your future duties and responsibilities

Required qualifications to be successful in this role

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.

📌 Service Delivery & ITSM Coordinator Lead (Chennai)
🏢 CGI
📍 Chennai