IT Service Event Manager

IT Service Event Manager

Position Description

At CGI, we are shaping the future of defence through secure, high-impact digital services that enhance operational effectiveness and resilience. As part of a newly established programme, you will play a pivotal role in embedding robust Event Management practices that drive service stability, performance, and innovation. Working within a collaborative and forward-thinking environment, you will help design and deliver intelligent, proactive solutions that reduce disruption and enable real-time decision-making. This is an opportunity to take ownership from the outset, influence how services evolve, and contribute to mission-critical outcomes that matter.

CGI was recognised in the Sunday Times Best Places to Work List 2025 and has been named a UK 'Best Employer' by the Financial Times. We offer a competitive salary, excellent pension, private healthcare, plus a share scheme (3.5% + 3.5% matching) which makes you a CGI Partner not just an employee. We are committed to inclusivity, building a genuinely diverse community of tech talent and inspiring everyone to pursue careers in our sector, including our Armed Forces, and are proud to hold a Gold Award in recognition of our support of the Armed Forces Corporate Covenant. Join us and you'll be part of an open, friendly community of experts. We'll train and support you in taking your career wherever you want it to go.

Due to the secure nature of the programme, you will need to hold UK Security Clearance or be eligible to go through this clearance. This is a hybrid position but will require frequent travel to the CGI office in Chippenham.

Your future duties and responsibilities

In this role, you will take ownership of Event Management processes within a complex defence environment, ensuring services are proactively monitored and optimised to maintain high availability and performance. You will work closely with operational teams to embed ITIL-aligned practices, enabling effective event detection, correlation, and response while driving continual service improvement.

We are seeking an experienced IT Service Management professional with a strong background in Event Management driven processes for a complex environment.

The expected activities for this role include:

•Review the Event Management Tooling to meet the Event Process goals.

•Complete analysis on incident and event data to identify high-frequency repeat events

•Identify current-state tooling gaps and suggest improvement and remediation steps

•Assess current tooling solution and integration (Monitoring → ITSM → CMDB → Reporting)

•Develop roadmap framework including prioritisation scoring model, tooling roadmap and BAU transition documentation

•Define automation governance model and prioritisation framework

•Produce final roadmap with rollout plan and continual improvement backlog

•Conduct stakeholder sign-off and readiness review

Required qualifications to be successful in this role

You will be experienced in aligning ITIL processes within an operational delivery to ensure that events are proactively monitored and effectively managed to enhance service stability and performance together with managing expectations within defined KPIs.

You will bring expertise of workflow optimisation and integrated tooling to enable efficient event detection, correlation, and response while reducing manual effort. A structured and analytical approach is required together with experience in reporting frameworks to support real-time decision-making and continual service improvement.


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