150 applicants

Company

CGI · 21 hours ago

Service Delivery Manager (Problem Incident Management)

United States

Full-time

Remote

Senior Level, Lead/Staff

$126K/yr - $220K/yr

10+ years exp

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AnalyticsApplication Performance Management

Actively Hiring

No H1B

Security Clearance Required

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Responsibilities

Implement improved ticket routing and prioritization workflows

Provide training for service desk agents on troubleshooting and problem resolution

Assist in creating and maintaining SD Tier 1&2 knowledge base for common issues

Monitor FCR rates and provide feedback and coaching to agents when needed

Assist in the Evaluation and implementation automation tools (e.g., RPA or chatbots) for repetitive tasks

Analyze trends in escalated tickets and provide targeted training to address knowledge gaps

Leverage analytics to identify recurring issues and develop proactive solutions

Work and liaison with APAC SD on projects ensuring all deliverables are met with accuracy and efficiency

Meet regularly with APAC leads and Managers to provide guidance and reinforce best practices

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Change ManagementProblem Incident ManagementITIL4 certificationTier 1 Service DeskTier 2 Service DeskPMP certification

Required

At least 10 years of Change Management and Problem Incident Management governance

10 plus years working and supporting a Tier 1 and 2 Service Desk

ITIL4 certification

Preferred

PMP desirable

Benefits

Competitive base salaries

Eligibility to participate in an attractive Share Purchase Plan (SPP) in which the company matches dollar-for-dollar contributions made by eligible employees, up to a maximum, for their job category

401(k) Plan and Profit Participation for eligible members

Generous holidays, vacation, and sick leave plans

Comprehensive insurance plans that include, among other benefits, medical, dental, vision, life, disability, out-of-county emergency coverage in all countries of employment

Back-up child care, Pet insurance, a Member Assistance Program, a 529 college savings program, a personal financial management tool, lifestyle management programs and more

Paid parental leave

Learning opportunities and tuition assistance

Wellness and Well-being programs