Service Delivery Consultant

2 weeks ago


Lincoln, United Kingdom CRA Group Ltd Full time

**Job order - J0123-2307 - Permanent Full Time**
**Title** Service Delivery Consultant
**Category** Project Management
**City** Lincoln, England - North East, United Kingdom
**Job Description** Service Delivery Consultant

Position Description

At CGI, our Service Delivery Consultants are trusted to work closely with a wide range of clients on exciting projects with real-world purpose and impact.

Join CGI as a Lead Service Delivery Consultant working in Advisory Services within our Global Technology Operations business unit and based from anywhere in the UK but initially assigned to a client in the Lincoln area.

If it takes seriously complex IT systems and services to keep your organisational skills challenged, and youve never encountered a network you didnt want to improve, theres a digital revolution brewing in the UK that could use your talents.

From public service transformation to cutting-edge commercial projects, our work has a wide reach, helping make the everyday easier, for everyone. When you start your CGI story, not only will you be improving peoples lives, you can be sure well do the same for you.

And the even better news? Our friendly team will keep you inspired and will support you to do what you do best, better.

As a Lead Service Delivery Consultant you take full ownership for the successful delivery of a complex and wide-ranging service, or a portfolio of services, on behalf of CGI and its clients. You will be accountable for all IT and related services provided by CGI to our Clients and responsible for the full service lifecycle including internal and external service support and service delivery.

Your future duties and responsibilities

Successfully delivering one or more CGI service contracts, consistently meeting any SLAs.

Helping clients to deliver their in-house or hybrid/mixed economy services successfully, meeting relevant SLAs.

Establishing or maintaining and improving an existing service delivery plan, including budgeting and resourcing.

Reporting in an accurate and timely manner on contract and financial status internally and externally in accordance with standards.

Identifying, tracking and managing risk, and proposing remedial activities and plans to ensure SLAs continue to be met.

Working effectively across more than one supply channel (eg internal, client, third party suppliers and partners), potentially leading multi-supplier teams drawn from all those channels.

Leading and managing team members, including both dedicated and shared-service resources.

Manage the client relationship

Contribute to securing additional business

Planning, scheduling, monitoring and reporting against service delivery and financial objectives.

Required qualifications to be successful in this role

Client relationship management experience

Experience of client relationship management

Experience of Customer Engagement Project Management

Service delivery leadership experience

ITIL qualifications or similar for other service management disciplines (eg VerISM)

Influencing skills

Proven ability to build rapport, build consensus, set and manage clear expectations with team members and client stakeholders.

Ability to work with clients and internal teams to listen, understand requirements, prioritize issues and proactively communicate in a dynamic, fast-paced environment.

Ability to work independently, take ownership and drive solutions for the clients.

Must be able to manage multiple, often competing, priorities and client requests effectively within SLA contractual obligations.

Experience managing projects, issues, and milestones within the context of the Service Development Life Cycle.

Technical Background

Experience in IT related fields.

Experience working with technical project teams, liaising with other teams or departments to deliver technical initiatives.

Strong understanding of IT outsourcing, technical infrastructures and networking preferred.

Professional Skillset

Practical problem solving and strategic thinking skills; critical thinker with excellent judgment and initiative.

Ability to weigh up options and make structured recommendations

Experience making decisions quickly in difficult situations. Ability to take responsibility/ownership for decisions, seeking advice where appropriate.

Time and Financial management, attention to detail, expectation setting and organizational skills to provide solid service management. Ability to work on own initiatives with mínimal management supervision.

Team-oriented focus, knowledge sharing, expectation management with all project team resources, maintaining a high degree of professionalism in all situations (including high stress).

Intermediate (or expert) user of Microsoft Word, Excel, PowerPoint, Project and Visio.

Ability to present to audiences of different participants (eg, executives, clients, technical peers, non-technical professionals) and size.

**Insights you can act on**

While technology is at the heart of



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