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Role Overview
The Service Delivery Manager (SDM) L3 in the retail domain is responsible for ensuring the effective delivery of IT services across retail operations. This includes store systems, POS, ERP, CRM, e‑commerce, supply chain, and omnichannel platforms. The SDM acts as the bridge between business stakeholders and IT teams, ensuring service quality, compliance, and continuous improvement. The role requires deep expertise in retail IT ecosystems, strong leadership, and the ability to resolve complex service delivery challenges independently.
Key Responsibilities
- Provide L3 leadership for service delivery across retail IT systems and applications.
- Ensure end‑to‑end service performance for POS, ERP, CRM, supply chain, and e‑commerce platforms.
- Govern SLAs, KPIs, and OLAs, ensuring contractual and operational compliance.
- Lead major incident management, coordinating resolution and stakeholder communication.
- Drive problem management and root cause analysis to prevent recurring issues.
- Oversee change and release management to minimize business disruption.
- Collaborate with enterprise architects, transition managers, and business stakeholders to align IT services with retail strategy.
- Manage vendor relationships, contracts, and escalations for service delivery.
- Conduct service reviews, reporting, and audits to ensure continuous improvement.
- Mentor and guide service delivery teams, ensuring process maturity and customer satisfaction.
- 10–15 years of experience in IT service delivery / service management with strong L3 expertise.
- Hands‑on experience in retail IT systems (POS, ERP, CRM, supply chain, e‑commerce).
- Strong knowledge of ITIL v3/v4 frameworks and service management processes.
- Expertise in major incident handling, SLA governance, and vendor management.
- Experience with ITSM platforms (ServiceNow, Remedy, Cherwell).
- Familiarity with cloud services and digital transformation in retail.
- Strong stakeholder management and communication skills.
- Ability to lead critical service delivery initiatives and mentor junior managers.
- Certifications: ITIL Expert / Managing Professional, PMP/PRINCE2, Agile/SAFe certifications.
- Experience with large‑scale retail transformations and global rollouts.
- Exposure to enterprise architecture frameworks (TOGAF, Zachman).
- Knowledge of Lean/Six Sigma for process improvement.
Your future duties and responsibilities
Required qualifications to be successful in this role
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.
Come join our team—one of the largest IT and business consulting services firms in the world.
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