AMS Service Manager

Position Description
Location: Halifax, Nova Scotia, Canada (Alternate locations: Moncton, Fredericton, Stratford or St. John's)
Hybrid - 2 days required in office weekly.

About CGI
Founded in 1976, CGI is among the largest IT and business consulting services firms in the world. As a Canadian multinational information technology consulting and software development company, CGI operates across 400 offices in 40+ countries with around 91,000+ employees. We are insights-driven and outcomes-based, committed to accelerating returns on your investments.

About the Role
We are seeking a dedicated AMS Service Manager to join our team working for one of the Big 5 Canadian banks.

1. Lead service delivery activities including L1 and L2 support, improvement, and upgrades
2. Define or review the support processes and ensure that they are adhered to
3. Work with the client in prioritizing incidents, service request and other tasks
4. Deliver services to contractual requirements (scope, service levels, etc.) and to client satisfaction
5. Lead all client interactions and meetings
6. Interact with various client groups and vendors for planning changes and creating change verification run-books
7. Manage service delivery risk and issues
8. Provide periodic reporting statistics pertaining to tickets, service level agreements, service level objectives, backlogs to the appropriate partners
9. Application transition planning and execution for taking over new application support
10. Proactively find opportunities to improve service delivery
11. Responsible for leading and managing a team of onshore and offshore members
12. Adhere to CGI Quality principles, methodologies, processes, and industry-leading standard methodologies
13. Promote continuous improvement and help teams to improve efficiency

1. 12-15 years experience in delivering application management support services
2. 3-5 years experience in leading a team delivering AMS services
3. Experience building client relationships on a day-to-day basis as well as leading weekly and monthly operational review and governance
4. Strong knowledge of ITIL processes
5. Excellent technical documentation skills
6. Experience in leading and motivating teams
7. Able to adapt quickly to changing client requirements & must have strong will to work in challenging environments
8. Willing to support teams working in shift as required
9. Excellent communication skills
10. Experience using JIRA, Service Now, Confluence
11. Familiarity with Linux OS
12. Nice to have banking systems and capital market knowledge

#LI-RS1

• ITIL
• Jira
• Leadership
• ServiceNow
• SQL
• Unix

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.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Come join our team-one of the largest IT and business consulting services firms in the world.