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

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

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

Feel free to contact Karin Magnusson if you have any questions. Karin.magnusson@cgi.com