Service Delivery Manager

At CGI, we help deliver mission-critical services that support some of the UK's most important Space, Defence and Intelligence programmes. As a Service Delivery Manager, you will play a key role in ensuring complex support services remain reliable, available and operational throughout their lifecycle, helping customers achieve mission success while driving continual service improvement. Working as part of a collaborative team, you'll have the opportunity to take ownership of service outcomes, influence strategic supportability activities and contribute to innovative, high-value solutions in an environment that supports your professional growth and development., As a Service Delivery Manager, you will act as the Contractor Integrated Logistics Support Manager (CILSM), serving as the primary point of contact for all Integrated Logistics Support (ILS) activities across a complex defence programme. You will be responsible for planning, developing, implementing and managing the support strategy to ensure delivered systems remain supportable, maintainable, available, reliable and cost-effective throughout their operational life. Working closely with customers, engineering teams and operational stakeholders, you will lead service delivery activities, coordinate logistics engineering disciplines and ensure contractual obligations, industry standards and customer expectations are consistently met. You'll drive continual improvement, manage service performance, resolve complex operational issues and provide clear communication to senior stakeholders while supporting and developing your team. Key responsibilities:

• Lead & coordinate all Integrated Logistics Support (ILS) activities across the programme.
• Manage supportability engineering and through-life support planning.
• Oversee maintenance planning to maximise system availability.
• Drive reliability, availability and maintainability (RAM) activities.
• Manage supply support, obsolescence planning and configuration management interfaces.
• Coordinate technical publications and Logistic Information Repository (LIR) activities.
• Oversee support and test equipment, packaging, handling, storage and transportation (PHS&T).
• Ensure agreed service levels are achieved and continually improved.
• Monitor and coordinate incidents, problems and changes alongside technical operations teams.
• Lead major incident calls, post-implementation reviews and root cause analysis activities.
• Produce executive-level reports and communicate service performance to key stakeholders.
• Draft and maintain service policies, standards and procedures.
• Coach, develop and schedule team members to meet agreed service levels.
• Identify process improvement opportunities and drive service excellence.
• Manage escalations and provide leadership during complex operational situations.
  
  To succeed in this role, you'll bring experience managing complex IT service delivery within a defence, aerospace or similarly regulated environment. You'll have a strong understanding of Integrated Logistics Support principles, service management and stakeholder engagement, together with the leadership skills to coordinate multidisciplinary teams and deliver high-quality operational services., Demonstrable experience in Service Delivery Management.
• Experience leading Integrated Logistics Support (ILS) or logistics engineering activities.
• Strong knowledge of maintenance planning and through-life support.
• Experience with Reliability, Availability and Maintainability (RAM) principles.
• Proven IT Service Management capability (ITSM Level 4 or equivalent experience).
• Strong client and stakeholder management skills.
• Leadership experience managing teams and service delivery.
• Experience coordinating incidents, problems and change management activities.
• Ability to produce clear technical and executive documentation.
• Strong communication skills with the ability to explain complex technical topics to non-technical stakeholders.
• Experience developing policies, standards and operational procedures.
• Eligibility to obtain or hold UK Security Clearance.
  
  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.Discover CGI London, England, United Kingdom > 1000 employees IT services We are a global business with 91,500 professionals across hundreds of locations worldwide, providing end-to-end IT and business process services that drive our clients' businesses. In the UK alone, we have around 6,000 member-partners working across 19 towns and cities, doing everything from writing complex code to designing sophisticated software solutions. The work we do powers some of the most ambitious projects that touch the lives of many. Our approach sets us apart, characterised by our proximity model, international presence, expertise, and operational excellence. We organise our operations within metro markets where our clients have concentrated footprints, empowering our local teams to build trusted, in-person relationships. As you build your career here, you'll develop your skills, share your insights, and work side-by-side with colleagues and clients on innovative solutions that address the most complex issues. Our commitment to ownership, flexibility, and being approachable makes us easy to do business with. Join us, and together, as owners, let's turn meaningful insights into action to meet the needs and balance the interests of our clients, shareholders, communities, and each other. Benefits: - Insurance coverage - Medical benefits - Pension plan - Member Assistant Programme - Check4Cancer - Flexible time off - Share Purchase Plan - Member discounts - Dental benefits - Vision benefits - Profit Participation Plan - Health and Wellbeing Programme

CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK 'Best Employer' by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you'll be part of an open, friendly community of experts. We'll train and support you in taking your career wherever you want it to go. Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. Please note: This role is primarily based five days per week in our Reading office, with occasional travel to our Corsham site as required.