IT Service Manager - Secure Cloud Services (DV Security Clearance) (IT)

At CGI, you will play a key role in shaping and managing IT service delivery that supports mission-critical systems across the Space, Defence and Intelligence sector. As an IT Service Manager, you will establish and optimise service management processes within secure cloud environments, ensuring consistent, high-quality service outcomes. Working with clients, partners and technical teams, you will take ownership of service performance, drive continuous improvement, and contribute innovative ideas within a collaborative and supportive environment. The Space, Defence and Intelligence business unit in CGI is a true IT Systems Integrator. We work, build, and operate bespoke, technically complex, mission-critical systems which help our clients keep us all safe and secure. We bring innovation to our clients using proven and emerging technologies, agile delivery processes and our deep expertise across the breadth of space, defence, intelligence, aerospace and maritime, all underpinned by our end-to-end cyber capability. We work collaboratively with global technology companies, cutting edge SMEs and academia to deliver the optimal solution for each client. CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK ?Best Employer? by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you?ll be part of an open, friendly community of experts. We?ll train and support you in taking your career wherever you want it to go. Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This position will be based on site in Central London 5 days a week. Candidate profile: In this role, you will define, implement and manage IT service management processes within secure cloud environments, ensuring services are delivered consistently and meet agreed standards. You will take ownership of service governance across incident, problem, change and request management, driving operational effectiveness and continuous improvement. Working closely with stakeholders, technical teams and partners, you will ensure service performance is monitored, risks are managed, and processes evolve to meet client and contractual needs. You will bring structure, innovation and leadership to service management, supported by a collaborative and expert-led culture.

• Define & Implement IT service management processes aligned to ITIL
• Oversee & Manage incident, problem, change and request processes
• Monitor & Improve service performance and operational effectiveness
• Engage & Communicate with stakeholders to align service expectations
• Coordinate & Support delivery across technical teams and partners
• Manage & Mitigate risks, issues and service impacts
• Report & Present service performance, risks and improvements

Required qualifications to be successful in this role You should have strong experience in IT service management within complex or secure environments, with the ability to design processes, drive improvements and ensure service quality. A solid understanding of ITIL frameworks and stakeholder engagement is essential.

• You should have proven experience in IT service management
• Strong knowledge of ITIL frameworks and best practices
• Experience in process design and continuous improvement
• Strong stakeholder engagement and communication skills
• Experience in service performance monitoring and reporting
• Proven ability in risk and issue management
• Exposure to Oracle Cloud Infrastructure (desirable)
• Experience with service governance and compliance (desirable)
• Understanding of secure environments and compliance requirements (advantageous)

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