Beskrivning
Service Operation Excellence & Agile Transformation Leader
Beskrivning av tjänsten
Are you ready to lead the transformation of service operations into the future? We are looking for a strategic and results-driven leader to drive the evolution toward a customer-centric, data-driven, AI-enabled, and automation-first organization.
Your mission
As a Service Operation Excellence & Agile Transformation Leader, you will play a key role in transforming service operations into a modern, proactive, and intelligent organization.
You will:
Lead the transformation toward a customer-centric, data-driven, AI-enabled, and automation-first operating model
Shift from reactive service management to future ways of working based on four transformation pillars:
Predictive - anticipate incidents, risks, demand, and service degradation before impacting customers
Preventive - eliminate recurring issues through root cause removal, knowledge reuse, and automation
Prescriptive - leverage data and AI to guide optimal operational decisions
Autonomous - enable self-healing, auto-remediation, and intelligent service operations
Increase speed, resilience, service quality, and customer experience without increasing operational risk
Dina framtida arbetsuppgifter
What you will do
You will drive operational excellence and lead transformation initiatives across the organization:
Drive excellence across ITIL processes, including incident, problem, change, and knowledge management
Enhance customer experience through improved service reliability, transparency, communication, and proactive service assurance
Lead the adoption of AI-powered service management, AIOps, automation-by-default, observability, and self-healing capabilities
Establish standardized, scalable, and measurable ways of working across service operations
Lead agile transformation by enabling cross-functional, empowered, and outcome-driven teams
Build and manage a KPI-driven performance framework focused on:
Customer satisfaction and service experience
Operational cost optimization
MTTR/MTTD reduction
Change success rate and auto-remediation rate
Ticket reduction and productivity improvement
SLO/SLA adherence
Compliance
Continuously improve service delivery, SLA fulfillment, and operational efficiency across services and business streams
Kvalifikationer för att bli framgångsrik denna roll
Who you are
We are looking for an experienced leader who can turn strategy into measurable results:
A senior IT service operations leader with a strong customer focus
Proven track record of leading transformation in complex IT service, infrastructure, platform, or managed services environments
Comfortable working with customers, service delivery leaders, technical teams, and executive stakeholders
A strong change leader with a focus on outcomes, simplification, and business impact
Passionate about building future-ready service operations using AI, automation, and data-driven insights
Required skills and experience
Extensive experience in ITIL-based service management (incident, problem, change, knowledge)
Strong background in Operational Excellence, Lean, and continuous improvement
Solid understanding of customer experience within IT services, including SLA/SLO management
Experience working with Agile, DevOps, SRE, and product-oriented operating models
Hands-on experience with AIOps, automation, observability, and AI-driven operations
Proven ability to define and manage KPIs, SLAs/SLOs, dashboards, and service improvement plans
Strong stakeholder management skills across all organizational levels
Experience driving cost optimization, productivity improvements, compliance, and risk reduction
Excellent communication, coaching, and transformation leadership skills
Why join us?
Lead a high-impact transformation program
Work at the forefront of AI-driven service operations
Influence both business outcomes and customer experience
Be part of building a modern, future-ready organization.
If you have any questions feel free to contact the hiring leader Karin Magnusson, karin.magnusson@cgi.com
Låt oss som ägare omvandla verklig insikt till handling - tillsammans.
Livet på CGI bygger på ägande, lagarbete, respekt och tillhörighet. Tillsammans med oss kommer du att kunna nå din fulla potential.
Du är inbjuden att ta ägandeskap redan från första dagen i vårt arbete med att förverkliga vår dröm om att skapa en arbetsmiljö där vi trivs med att arbeta tillsammans och bidrar till framgången för vårt företag. Det är därför vi kallar oss CGI Partners snarare än anställda. Vi drar nytta av vår kollektiva framgång och tillsammans får vi möjlighet att aktivt forma vår företagsstrategi och inriktning.
Ditt arbete skapar värde. Du kommer att vara med att utveckla innovativa lösningar och bygga relationer med medarbetare och kunder samtidigt som du får tillgång till globala möjligheter att skala upp dina idéer, omfamna nya möjligheter och dra nytta av gedigen bransch- och teknikexpertis.
Du kommer att forma din karriär tillsammans med ett företag som är byggt för att växa och bestå. Du får stöd av ledare som bryr sig om din hälsa och ditt välbefinnande och ger dig möjligheter att fördjupa dina kunskaper och vidga dina vyer.
Bli en del en av världens största leverantörer av IT- och affärskonsulttjänster.
Skills
Beskrivning av tjänsten
Are you ready to lead the transformation of service operations into the future? We are looking for a strategic and results-driven leader to drive the evolution toward a customer-centric, data-driven, AI-enabled, and automation-first organization.
Your mission
As a Service Operation Excellence & Agile Transformation Leader, you will play a key role in transforming service operations into a modern, proactive, and intelligent organization.
You will:
Lead the transformation toward a customer-centric, data-driven, AI-enabled, and automation-first operating model
Shift from reactive service management to future ways of working based on four transformation pillars:
Predictive - anticipate incidents, risks, demand, and service degradation before impacting customers
Preventive - eliminate recurring issues through root cause removal, knowledge reuse, and automation
Prescriptive - leverage data and AI to guide optimal operational decisions
Autonomous - enable self-healing, auto-remediation, and intelligent service operations
Increase speed, resilience, service quality, and customer experience without increasing operational risk
Dina framtida arbetsuppgifter
What you will do
You will drive operational excellence and lead transformation initiatives across the organization:
Drive excellence across ITIL processes, including incident, problem, change, and knowledge management
Enhance customer experience through improved service reliability, transparency, communication, and proactive service assurance
Lead the adoption of AI-powered service management, AIOps, automation-by-default, observability, and self-healing capabilities
Establish standardized, scalable, and measurable ways of working across service operations
Lead agile transformation by enabling cross-functional, empowered, and outcome-driven teams
Build and manage a KPI-driven performance framework focused on:
Customer satisfaction and service experience
Operational cost optimization
MTTR/MTTD reduction
Change success rate and auto-remediation rate
Ticket reduction and productivity improvement
SLO/SLA adherence
Compliance
Continuously improve service delivery, SLA fulfillment, and operational efficiency across services and business streams
Kvalifikationer för att bli framgångsrik denna roll
Who you are
We are looking for an experienced leader who can turn strategy into measurable results:
A senior IT service operations leader with a strong customer focus
Proven track record of leading transformation in complex IT service, infrastructure, platform, or managed services environments
Comfortable working with customers, service delivery leaders, technical teams, and executive stakeholders
A strong change leader with a focus on outcomes, simplification, and business impact
Passionate about building future-ready service operations using AI, automation, and data-driven insights
Required skills and experience
Extensive experience in ITIL-based service management (incident, problem, change, knowledge)
Strong background in Operational Excellence, Lean, and continuous improvement
Solid understanding of customer experience within IT services, including SLA/SLO management
Experience working with Agile, DevOps, SRE, and product-oriented operating models
Hands-on experience with AIOps, automation, observability, and AI-driven operations
Proven ability to define and manage KPIs, SLAs/SLOs, dashboards, and service improvement plans
Strong stakeholder management skills across all organizational levels
Experience driving cost optimization, productivity improvements, compliance, and risk reduction
Excellent communication, coaching, and transformation leadership skills
Why join us?
Lead a high-impact transformation program
Work at the forefront of AI-driven service operations
Influence both business outcomes and customer experience
Be part of building a modern, future-ready organization.
If you have any questions feel free to contact the hiring leader Karin Magnusson, karin.magnusson@cgi.com
Låt oss som ägare omvandla verklig insikt till handling - tillsammans.
Livet på CGI bygger på ägande, lagarbete, respekt och tillhörighet. Tillsammans med oss kommer du att kunna nå din fulla potential.
Du är inbjuden att ta ägandeskap redan från första dagen i vårt arbete med att förverkliga vår dröm om att skapa en arbetsmiljö där vi trivs med att arbeta tillsammans och bidrar till framgången för vårt företag. Det är därför vi kallar oss CGI Partners snarare än anställda. Vi drar nytta av vår kollektiva framgång och tillsammans får vi möjlighet att aktivt forma vår företagsstrategi och inriktning.
Ditt arbete skapar värde. Du kommer att vara med att utveckla innovativa lösningar och bygga relationer med medarbetare och kunder samtidigt som du får tillgång till globala möjligheter att skala upp dina idéer, omfamna nya möjligheter och dra nytta av gedigen bransch- och teknikexpertis.
Du kommer att forma din karriär tillsammans med ett företag som är byggt för att växa och bestå. Du får stöd av ledare som bryr sig om din hälsa och ditt välbefinnande och ger dig möjligheter att fördjupa dina kunskaper och vidga dina vyer.
Bli en del en av världens största leverantörer av IT- och affärskonsulttjänster.
Skills
