Service Delivery Manager – AMS (Legacy & Cloud Applications)

 Company:
CGI
 Workplace address:
Laurinova 2800/4, 15500 Praha - Stodůlky, CZ
 Type of employment:
Full-time work
 Type of contractual employment relationship:
employment contract
 Duration of employment:
Permanent
 Benefits:
Educational courses, training, Meal tickets / catering allowance, Holidays 5 weeks, Sick days, Occasional work from home, Soft loans to employees, Refreshments on workplace, Contribution to sport / culture / leisure, Cafeteria, Cell phone, Corporate events, Bonuses, Flexible start/end of working hours, Notebook, Contributions to the pension / life insurance
 Required education:
Bachelor's
 Required languages:
en (Advanced) nebo cs (Advanced) nebo sk (Advanced)

The Service Delivery Manager (SDM) is responsible for ensuring the high-quality delivery of Application Management Services (AMS) for a portfolio of enterprise applications. This portfolio includes both legacy Java-based applications and modern cloud applications, some of which are managed in cooperation with third-party providers. The SDM plays a key role in maintaining service stability, meeting SLA commitments, managing incidents and changes, and supporting ongoing service development in close collaboration with both the client and internal delivery teams.

Your future duties and responsibilities
• Ensure end-to-end delivery of AMS services in line with agreed SLAs and O(Operational)LAs.
• Coordinate support teams (developers, business analysts, cloud vendors) across the entire technology stack.
• Lead regular service review meetings with the client, covering KPIs, incidents, changes, and service roadmap.
• Manage incidents and problems in alignment with ITIL principles, including Root Cause Analysis and trend identification.
• Oversee change and release processes for both legacy and cloud applications.
• Act as a key point of contact for third-party service providers and cloud integration partners.
• Support knowledge management processes, including documentation, runbooks, and knowledge transfer activities.
• Identify and escalate service risks or recurring issues.
• Participate in service improvement and transformation planning, including cost optimization and innovation.
• Support onboarding of new applications into the AMS operating model.

Required qualifications to be successful in this role

Technical / Process Knowledge:
• Proven experience delivering AMS or application support services in hybrid environments (on-premise and cloud).
• Strong knowledge of ITIL framework (certification is a plus).
• Experience with legacy systems (Java platforms, application servers, databases) and familiarity with cloud platforms (Azure, AWS, GCP, SaaS).
• Understanding of application lifecycle management, DevOps, or CI/CD is an advantage.

Soft Skills:
• Excellent communication skills (in both Czech and English).
• Ability to manage client expectations and facilitate cross-functional collaboration between business and IT.
• Proactive problem solver with a continuous improvement mindset.
• Experience leading virtual teams or coordinating multiple service providers.

Desirable Qualifications:
• Background in the energy, utilities, or regulated industries.
• Experience in a multi-client or multi-provider delivery model.
• Familiarity with ITSM tools (e.g., Jira, ServiceNow, Remedy).

What we offer
• Great mixture of friendly atmosphere and stability of one of the biggest IT companies (Our employees stay with us for more than 8 years on average)
• Possibility to purchase company share and participation in company profit
• Professional growth and development through certified training programs and knowledge sharing
• The full-time contract for an indefinite period
• Flexible working hours
• Home-office upon agreement
• Multi-sport card
• 900 CZK/monthly for your leisure activities
• 140 CZK meal vouchers
• 5 weeks of vacation + 3 sick days
• 30 days of fully paid sick leave
• Company loan without interest
• Mental health program

About the company CGI

CGI

CGI delivers high-quality business consulting, system integration and outsourcing services. With more than 91,000 professionals in 40+ countries, CGI achieves top results in the industry when implementing the projects within set terms and budgets.
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I am interested in the position

For the purpose of the selection procedure for this position, CGI IT Czech Republic s.r.o., Business ID: 62412388, Laurinova 2800/4, Praha, Stodůlky, as the controller, shall process the data you provided (or publicly obtained) in accordance with the General Data Protection Regulation (EU) 2016/679. The controller will assign the data processing to Alma Career Czechia s.r.o., ID No. 264 41 381, which will do so using its electronic systems.
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By replying to this advertisement, you provide the controller with your personal data for the purposes and the duration of the selection procedure. In connection with processing your data, you have the respective right (i) to access the data, (ii) to rectify inaccurate or to complete incomplete data, (iii) to delete the data if it is no longer needed for the purposes for which it has been collected or processed, or if it has been collected illegally, (iv) to limit the data processing in special cases, (v) to transfer the data, (vi) to object to the data processing which will therefore be terminated, unless there are serious legitimate grounds for processing which outweigh your interests, rights, and freedoms, especially if the reason is an enforcement of legal claims, and (vii) to contact The Office for Personal Data Protection and (viii) withdraw consent where the processing is based on consent. Further information on data processing by Alma Career Czechia s.r.o., Menclova 2538/2, 180 00 Praha 8, ID No. 264 41 381, is available at https://almacareer.com/gdpr.
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