Service Operation Excellence & Agile Transformation Leader

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.

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