• Client Engagement Manager , Global Technology Operations Jobs in Canada - 25122017

  • CGI Information Systems and Management Consultants Pvt Ltd
  • Canada

Job Description:

New position available in Mississauga

We are looking for a self-motivated, career driven, ambitious, project/delivery management candidate, experienced in IT service management with good communication skills and strong drive to deliver results and to grow a career in IT Infrastructure domain

The ideal candidate will work closely with Director of Client Engagement and Service Delivery as well as internal and external clients for one or multiple accounts If you are a driver in building client relationships with a strong IT consulting background, this will be the role for you

Your future duties and responsibilities Acts as the primary point of contact for day-to-day client service delivery

Responsible for management and delivery of cloud services for infrastructure

Responsible for delivery of contracted services to clients of a large account or a group of accounts to ensure that SLAs (service level agreements) as defined in the relevant contracts are met

Responsible for quality of services, adherence to service level agreement (SLA) and profitability of all operations services delivered under the SLA

Ensures that implementations of changes or new initiatives are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget

Builds and maintains strong client relationships, and participates in client meetings regarding performance to ensure client satisfaction

Ensures that operational teams and subcontractors maintain a clear understanding of the clients needs, and provides day-to-day client advice and support

Promotes the CGI capabilities to clients, identifies sales opportunities to be forwarded to the Sales & Client Delivery Leader and works to achieve contract extension or to win additional business within the account(s)

May provide consulting services to clients in specific domain of expertise to provide leadership and guidelines to achieve CGIs goals and objectives

Provides support and/or technical expertise to client in a specific domain (contract management, sales support, SLA reporting/billing)

Responsible for quality of provided services and deliverables (recommendations, reports, billing)

Participates in identifying improvement to enhance client engagement

Solves complex problems; takes a broad perspective to identify innovative solutions

Interacts directly with the clients to discuss and resolve administrative issues

Any other responsibilities or tasks assigned by GTO client management team

Required qualifications to be successful in this role Experience and Education

Must have 8 or more years of IT Client Service Management and/or IT Service Delivery Management experience
University degree or college diploma in a relevant field- Technology/Computer Science/Project management

Other qualities

IT Service management background with strong exposure to infrastructure technologies
You have the drive required to achieve goals and to maneuver with agility in a large global organization
You work well with senior executives and all levels alike
Your are keen with new emerging technologies
Must have demonstrated strong technical leadership, interpersonal skills and organizational abilities in large/complex engagements
Must have exceptional judgment and innovative problem-solving skills
Ability to deal with aggressive timelines and the associated pressure
Experience using a ticket management system such as Remedy
Proficiency with MS-Office (Project, Excel, Word, PowerPoint, Visio)
Comfortable conducting meetings, presenting and leading issue-resolution with management and senior management at the client and internally
Excellent verbal and written communication skills in English
Should be detail oriented with high standards for quality of work
Should be able to write clear and concise documentation and generate reports for management and clients
Should possess excellent analytical and presentation skills
Should possess good understanding understand IT Service management methodologies, tools and processes involved
Should possess good understanding of project management methodologies and frameworks
Should be an excellent team player and collaborator with leadership acumen
Should be an excellent multi tasker and should be able to manage priorities as an individual contributor
Should be able to negotiate and resolve conflicts in client sensitive situations;
Should be able to communicate with customers, executives and IT technical specialists in professional business language

Other preferred Technical Skills

ITSM or ITIL certified

COBIT certification an added advantage

Project management certification an added advantage

Exposure to ITSM tools Remedy, Service Nowetc

Knowledge of IT Service Management practices and ITIL model especially IT Service Operation, Deisgn and Transition

Experience and strong understanding with some of the following

Datacenter networking

Storage (SAN and NAS) and Backup technologies

Physical server hardware

Monitoring solutions

Network Security Technologies such as (Firewalls, SecurID, ESM/VA Tools, LOG ANALYSIS, NIDS, HIDS, VPN, Authentication)

Identity Management

Databases (SQL, Oracle, Sybase)

Techniques and technologies required for High Availability and Disaster Recovery

BKS

Skills Project Management
Service Development & Mgmt

What you can expect from us Build your career with us

It is an extraordinary time to be in business As digital transformation continues to accelerate, CGI is at the center of this changesupporting our clients digital journeys and offering our professionals exciting career opportunities

At CGI, our success comes from the talent and commitment of our professionals As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership All of our professionals benefit from the value we collectively create

Be part of building one of the largest independent technology and business services firms in the world

Learn more about CGI at wwwcgicom

No unsolicited agency referrals please

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

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Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 17th May 2020

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