Operations Manager (IT – Service Desk)

About the role

The Operations Manager (IT – Service Desk) will act as the primary liaison between the client and CGI, ensuring service delivery meets agreed Service Level Agreements (SLAs) and client satisfaction targets. The role focuses on monitoring performance, driving improvements, and coordinating resources to resolve issues efficiently.

Key responsibilities

• Build and maintain strong relationships with key client staff.
• Achieve SLA targets and maintain high CSAP/OSAP scores.
• Monitor end‑to‑end service performance and communicate issues and opportunities.
• Collaborate with senior management on account growth and client strategy.
• Prepare and present service reports; lead service delivery meetings.
• Mobilise additional resources, including subject‑matter experts, when required.
• Remove obstacles to customer satisfaction and financial performance.
• Identify and implement service improvement initiatives.
• Ensure adherence to best practices and project financial reporting.
• Follow escalation procedures and maintain quality standards.

Required profile

• Bachelor’s degree (college graduate).
• Minimum 3 years experience as an Operations Manager in an omnichannel Service Desk environment.
• Proven experience managing multilingual teams.
• Experience managing Profit & Loss (P&L) and overall financial performance.
• ITIL certification is required.

Required skills

• ITIL