Infrastructure Service Delivery Manager



  Full Time   Employee   Contractor

United States

Infrastructure Service Delivery Manager

Position Description
The Infrastructure Service Delivery Manager will work with a team of professionals with skillsets ranging from administrative to senior technical experts. Opportunities within Client Delivery for this perspective member are vast if the candidate is ambitious and values the relationship of our clients. The position of Service Delivery Manager will join the team of Seattle Metro client at KinderCare Education based in Portland, OR. Your future duties and responsibilities
The candidate will work closely with other project members including client?s architects and business analysts to understand business requirements, identify current operation procedures, clarify program objectives, evaluate business requirements and implement innovative solutions to ensure that application and infrastructure systems properly function to meet business needs, delivering value across the organization.

Ensure success of engagements using global delivery and vendor partners

? Manage client satisfaction in partnership with account management teams

Provides risk analysis to business/product and release plan.

? Facilitates and documents project and release planning, including participation in product vision and implementation.

Provides detailed impact analysis within team supported products, including high level cross-product impact analysis.

? Provides risk analysis to business/product and release plan.

? Facilitates and documents project and release planning, including participation in product vision and implementation.

? Facilitates scrum daily team meetings and design meetings.

? Facilitates product owner input and team interactions.

? Ensures the communication of scope and requirements changes throughout the team, including a high level analysis of sprint impact

? Maintains product business documentation.

? Manages Centers of Excellence communication / approval requests.

? Supports product owner in management of backlog, ensuring scrum process standards, identification of stakeholders and stakeholder conditions of acceptance.

? Supports new product development by providing high level business analysis and development estimates, including coordination of multiple product analysis

? Ensures that projects have a clearly defined release scope and meet overall objectives, standards, quality and user needs.
? Apply delivery and customer management best practices

? Manage profitability of engagements
Required qualifications to be successful in this role
Ability to act as single POC for this client of KinderCare Education in Portland, OR - managing day to day relationships, providing insight into CGI offerings, new technology opportunities, communicate regularly with executives and Directors, participate in all client meetings and be available on a 24/7 basis.

Candidate must be able to articulate the "CGI plan" while also delivering sometimes negative messages in a diplomatic way

Ability to manage escalations, outages, significant issues/concerns while working closely with internal offshore members engineers and providing consistent communications to clients.

Ability to work independently, be a forward-thinking individual and provide as much foresight and advanced notice into potential issues negatively impacting CGI.

Detailed technical knowledge of internal processes with relation to infrastructure (Wintel, Active Directory, VMWare, Backup, Storage, UNIX, Network, etc.) and ability to work with cross-functional teams while providing continuous support and primary POC for internal and external client base.

In depth knowledge of VMWare, Wintel, Storage, Commvault and some UNIX needed.

Work independently with other team members to develop solutions that meet the client?s business needs

Ability to fully manage/oversee any yellow/red accounts, generate corrective action plans and bring account(s) back to green as aggressively as possible

Knowledge and ability to contribute to the publication of such internal and external documents as Operational Frameworks, SLA metrics, billing reports, SOW's, Root Cause Analysis (Incidents) Reviews, P&L reports and change requests

Candidate to be extremely detail oriented especially with respect to budgetary issues and forecasting. Member must understand P&L reports, impact of budget over/under run, timekeeping reports, change requests and additional (add-on) statements of work

Candidate to work closely with the PMO on existing and future projects; resource and budget planning, health check report generation and be accountable for timely delivery and overall success

Candidate will possess skills in Microsoft Suite tools Office, Outlook, Excel, Project and PowerPoint

Candidate will be detail oriented and be strong in areas of Infrastructure

ITIL/PMP certification a plus? Experience in outsourcing delivery model

? Client engagement management and relationship building

Lead a team of professionals ? both onsite and via global delivery

? People management of offshore groups of 10 members and more

? A keen, flexible and aggressive intellect; superior conceptual thinking as well as analytical and problem solving skills

? Strong communication skills, both verbal and written, at all levels

? Proven record of creating and maintaining business partnerships and relationships

? Strong decision making, judgment and analytical skills

? Demonstrated ability to effectively collaborate with cross-functional virtual teams .

Experience with customer-facing infrastructure services ? VMWare, storage, backup, Wintel, UNIX, Databases, etc.

? Demonstrated leadership skills, initiative, and strong attention to detail.

Ability to read and understand log files

? Knowledge of Scrum, Lean, Kanban, DevOps and other Agile development techniques a nice to have

? Experience with customer-facing infrastructure projects

? Demonstrated leadership skills, initiative, and strong attention to detail.

? SME product knowledge, including execution to product roadmap.

? Strong emphasis on demonstrated teamwork and close collaboration across all roles and functions.

? Ability to engage, motivate and focus the team to stay on task and on target.

? Ability to synchronize offshore technical teams to deliver product releases smoothly.

? Demonstrated ability to manage multiple projects simultaneously and work with outside vendors to identify project risks, constraints and dependencies, working with team to mitigate and remove barriers.

? Strong written and verbal communication skills.

? Demonstrated leadership and interpersonal skills to motivate team members

? Organizational and time management skills

Must have strong will to work in extremely challenging environment

- Ability to multitask and very effective in producing results

- Ability to lead 5+ team members supporting an L3 environment

- 4+ years of experience leading in an L3 support role


Bachelor's degree or equivalent work experience
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 65,000 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

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.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI?s legal duty to furnish information.

  • Systems Engineering

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