Position Description:

Are you ready to take full ownership of complex Service Desk processes and play a key role in our SAP Platform Operations team? Do you want to work with major clients worldwide, ensuring their systems’ safety, availability, and operational excellence?
If this sounds like you, CGI is looking for an experienced professional to join our high-performing, collaborative environment.

Your future duties and responsibilities:

• Deliver high-quality service for one of our major banking clients in a highly customized Service Desk setup.
• Independently manage and coordinate client-specific internal tasks and processes.
• Take full ownership of SLA/KPI compliance, reporting, and trend analysis.
• Lead Change Management activities, including reviewing, approving, and presenting in CAB meetings.
• Manage service requests and incidents, ensuring timely, accurate resolution.
• Provide operational leadership—distributing tasks, setting priorities, and overseeing team delivery.
• Serve as the primary point of contact for client’s internal and external teams.
• Apply and improve operational manuals, procedures, and client-specific processes.
• Identify and drive process optimization and continuous improvement initiatives.
• Proactively handle escalations and resolve complex issues.
• Collaborate daily with SAP Basis and SAP Authorizations teams.
• Support onboarding and offboarding processes according to client needs.
• Work in a multicultural, multinational distributed environment.

Required qualifications to be successful in this role:

• Advanced experience in Service Desk operations in a client-specific environment.
• Proven ability to coordinate and lead within Service Desk teams and across functions.
• Strong knowledge of ServiceNow and JIRA ITSM tools.
• Strong understanding of ITIL processes (Change, Incident, Problem, Service Request Management).
• Experience applying and improving operational manuals and client-specific documentation.
• Proactive problem-solving skills and ability to perform under pressure.
• Strong ownership, accountability, and self-management skills.
• Excellent communication skills to represent the team and engage with clients effectively.
• Ability to analyze trends and contribute to strategic decision-making.
• Very good written and spoken English skills.
• A university degree (Bachelor’s or above) is a plus.



What we offer:
• Share Purchase Plan
• CGI’s My Assistance Program
• Compensation for long term sickness up to 30 days
• Interest-free company loan
• Referral bonus
• Lunch vouchers – 140CZK
• Group life insurance
• Flu and tick vaccination
• MultiSport card
• Cafeteria Benefit System – 900CZK monthly
• Hybrid Working Model & Flexible working hours
• 5 weeks of vacation + 3 sick days
• Birthday Leave and CSR day
• And many more…

#LI-PMOL

Skills: Change ManagementEnglishIncident ManagementITILJiraProblem ManagementService Request ManagementServiceNow What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.