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. 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: Service Desk Manager

Position: Associate Consultant

Experience: 10+ yrs

Category: Infrastructure and Cloud

Main location: Bangalore

Position ID: J0926-0825

Employment Type: Full Time

Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.

We are seeking an experienced Service Delivery Manager (SDM) with a strong technical background in IT Infrastructure Management and Networking.

The SDM will oversee service delivery, manage support teams, engage with clients on both service and technical matters, and drive continuous improvement.



The ideal candidate should be capable of explaining hosting and network designs, responding to technical queries from clients, and ensuring services align with business needs.

Key Responsibilities

Oversee end-to-end delivery of IT Infrastructure services across Services which includes End User, Network and Servers.

Develop, implement, and monitor Service Improvement Plans (SIPs) to drive operational efficiency and service quality.

Build and maintain strong relationships with clients, acting as a primary point of contact for service-related needs and escalations.

Monitor and manage service performance against established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Lead regular Governance Meetings with clients and internal stakeholders to review service performance and improvements.

Track and manage Incidents, Service Requests, Changes, Problems, and Risks, ensuring proper resolution and root cause analysis.

Collaborate with cross-functional teams including Application Support, Security, and Infrastructure teams for seamless service delivery.

Ensure adherence to ITIL best practices and maintain compliance with relevant standards and frameworks.

Provide leadership, mentoring, and development to the support teams to enhance capabilities and performance.

Required Skills & Qualifications Proven experience in Service Delivery Management within IT Infrastructure support.

Strong understanding of on-premises infrastructure and enterprise networking.

Expertise in Incident, Change, Problem, and Risk Management processes.





Robust leadership and team management skills with experience in managing distributed or cross-functional teams.

Excellent communication, stakeholder management, and client relationship skills.

Strong analytical, problem-solving, and decision-making abilities.

Customer-focused mindset with a commitment to service excellence.

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 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 Manager (Bengaluru)
🏢 CGI
📍 Bengaluru