Run Manager (M/F) - Casablanca

Company :

Founded in 1976, CGI is among the largest independent information technology (IT) and management consulting services firms in the world. CGI has 90,000 consultants and other professionals located around the world, through whom the company offers a comprehensive portfolio of services and solutions: IT and management consulting services, systems integration, outsourced IT and business process management services, and intellectual property solutions. CGI's collaboration with its clients is based on a locally focused model, combined with a global service delivery network, enabling clients to achieve their digital transformation and accelerate their results. In fiscal year 2023, CGI generated revenues of CA$14.30 billion. CGI shares are listed on the Toronto Stock Exchange (GIB.A) and the New York Stock Exchange (GIB). Learn more at cgi.com.

Life at CGI is grounded in ownership, teamwork, respect, and a sense of belonging. With us, you can develop your skills, share your point of view, and reach your full potential because...

We invite you to become an owner in your first year and continuously draw on this ownership culture to benefit from the rewards of our collective success as we work together to make our dream a reality: "creating an environment where we enjoy working together and where, as owners, we participate in building a company we are proud of." This is why we call ourselves CGI associates, rather than employees. Being a CGI associate gives you the opportunity and responsibility to participate in all aspects of the company, including actively contributing to its direction and strategy.

Your work creates value as you leverage your experience and work closely with your colleagues and clients by advising them, developing and proposing innovative solutions that meet our clients' most complex challenges. You will build lasting, trusting relationships with your peers and clients in your community, while having access to global capabilities to bring your ideas to life, seize new opportunities, and benefit from cutting-edge industry and technological expertise.

You will evolve your career by joining a company built to grow and last, which constantly offers you growth options. Whether through skills development programs or interesting assignments that broaden horizons, you will evolve your career in partnership with leaders who will support your development and health and well-being goals.

Join us. Together, as owners, let's put our expertise to work to meet the needs and consider the interests of our clients, shareholders, communities, and each of us.

Company culture :

CGI Technologies and Solutions Morocco is characterized by a predominantly collaborative culture, placing people, trust and teamwork at the core of its operations. A close management approach fosters guidance, empowerment and skills development within a supportive environment. This dynamic is reinforced by a structured organizational culture, ensuring process rigor, reliability and operational efficiency. It is complemented by an innovation dimension that encourages adaptability and initiative, while a more moderate competitive component supports a balanced results-driven mindset.

Job :

As part of our business development, we are recruiting a Run Manager

Functions and Responsibilities

Management and Supervision of Support Activities
Manages the backlog of requests.
Monitors adherence to service level agreements (SLA).
Ensures efficient processing of assigned tickets.
Analyzes and identifies impacts.
Identifies at-risk business processes and expresses supervision needs.
Leading Continuous Improvement Initiatives
Identifies recurring tickets immediately.
Assists, supports, guides, and directs product lines in the use of support tools.
Listens to user grievances and alerts product lines to encountered anomalies.
Provides knowledge sheets on services/applications on a recurring basis.
Cross-functional Coordination and Communication
Leads operational committees.
Ensures the production and follow-up of lessons learned (REX).
Ensures IT and Business communication for incidents and crises within the Stream during business hours.
Communicates on KPIs and alerts on irritants.
Service Quality
Manages the support's NPS from end to end.
Contributes to the implementation of end-to-end supervision via the Magic Quadrant.
 

Required profile :

Technical / Professional Skills
Knowledge of support activities
Project management
Proficiency in Google Suite
Organization and activity management
Budget management
Behavioral Skills
Know-how:
Functional team management
Good communicator
Organization / Anticipation
Priority management and risk analysis
Mindset:
Leadership
Conflict management
Analysis and synthesis
Rigor
Empathy

CGI is an inclusive employer and mindful of applications from people with disabilities and career development for men and women.
 

Head office address :

Desired personality traits :

Respect of the rules Need for objectivity Rationalism Need for reflection Need for autonomy Involvement at work Ambition Organization