Position Description: 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 results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.

This is a great opportunity 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: SDM Infrastructure

Position: Associate Consultant

Experience: 10 Years

Category: Software Development/ Engineering

Main location: Bangalore

Job ID: J0826-0358

Employment Type: Full Time

We are seeking a highly skilled and motivated individual to join our team as a Service Level Management (SLM) & Reporting Specialist focusing on Infrastructure Support. The ideal candidate will be responsible for managing service level agreements (SLAs), developing comprehensive reports, and leveraging data analytics tools to enhance the efficiency and effectiveness of our infrastructure support services. Proficiency in Power BI, advanced Excel, automation, and coding is essential for success in this role.

Key Responsibilities:

- 10 years of experience in IT Infrastructure Service Delivery, Operations, or Managed Services.





- Service Delivery Management
- Own overall service delivery and operational performance for assigned client accounts.
- Ensure adherence to SLA, OLA, KPI, and contractual commitments.
- Monitor service performance, incident trends, backlog, and customer experience metrics.
- Drive continuous service improvement initiatives to enhance operational efficiency and service quality.
- Lead weekly, monthly, and quarterly service reviews with clients.
- Manage end to end IT infrastructure service delivery across datacenter, servers, cloud, network, security, and workplace services.
- Act as the primary customer interface for service performance, escalations, governance, and service improvement initiatives.
- Conduct periodic service reviews, governance meetings, and operational performance discussions with clients and stakeholders.

- Client & Stakeholder Management

- Act as the primary point of contact for client stakeholders and leadership teams.
- Build robust relationships with customer management and business stakeholders.
- Manage customer expectations and ensure high levels of customer satisfaction.
- Provide regular operational updates, risk assessments, and improvement plans.
- Lead executive level governance meetings and business reviews.

- Governance & Reporting

- Prepare and present service reports, dashboards, and executive summaries.
- Track service trends, risks, compliance, capacity, and availability metrics.
- Drive governance cadences and action tracking.




- Ensure audit and compliance requirements are met.

- Financial & Commercial Management

- Manage service related billing, forecasting, and resource planning.
- Identify opportunities for optimization and cost efficiencies.
- Support contract renewals, service enhancements, and account growth initiatives.
- Assist account teams in identifying upsell and cross sell opportunities.

- Operational Governance & Service Excellence

- Ensure agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and availability targets are consistently achieved.
- Lead Incident, Problem, Change, and Service Request Management processes in alignment with ITIL best practices.
- Drive Root Cause Analysis (RCA) for critical incidents and implement permanent corrective and preventive actions.
- Coordinate cross functional teams to ensure seamless service execution and operational stability.
- Support service transitions, transformations, and onboarding of new infrastructure services.
- Collaborate with OEMs, vendors, and strategic partners to ensure seamless service delivery and issue resolution.

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.

Locations SDM - Infrastructure Category: Administration

Main location: India, Karnataka, Bangalore

Position ID: J0826-0358

Employment Type: Full Time

📌 SDM - Infrastructure (India)
🏢 Cgi Group
📍 India