Position Description:

- Location: Toronto, Ontario

- Work Arrangement: Hybrid

- Participate in an on-call rotation approximately once per month to support a 24/7 service environment, including coordination and facilitation of critical incident response when required.

We are seeking an experienced Service Delivery Lead to oversee service delivery, client engagement, operational performance, and critical incident management for a key technology services environment.

This is a senior individual contributor role that serves as a primary point of accountability for service performance and stakeholder relationships. The Service Delivery Lead will build trusted relationships with business and technology stakeholders, oversee service governance, monitor service commitments, coordinate cross-functional teams,



and lead the response to high-severity incidents through service restoration.

The successful candidate will combine strong client-facing skills with operational leadership and the ability to remain calm and decisive during high-pressure situations. This role requires someone who can translate complex technical issues into transparent business impacts, drive accountability across multiple teams, and continuously identify opportunities to improve service quality and resilience.

Locations:

- Service Delivery Lead Category: Leadership and Management Roles
- Main location: Canada, Ontario, Toronto
- Position ID: J0926-0891
- Employment Type: Full Time

📌 Service Delivery Lead (Canada)
🏢 CGI Group
📍 Canada