Service Delivery Manager- Bilingual(French + English)- IT Cloud operations and governance backg[...]

Station Terminus, Quebec City- 2-3 days a week Onsite

Required Skills:

• Bilingual (English and French) Strong background in IT Cloud operations and governance.
• Experience handling onsite offshore delivery models and managing distributed teams.
• Excellent interpersonal and communication skills Strong understanding of ITIL processes (Incident, Problem, Change, and Service Request Management).
• Proven ability to manage complex service environments with multiple stakeholders and vendors.
• Experience in customer relationship management and managing service escalations effectively.
• Ability to track and report service performance metrics, and drive service improvement plans.
• Experience in Banking, Financial Services and Insurance domain (BFSI) will be a great asset.

Roles and Responsibilities:

• Act as the primary point of contact for the client at the onsite location for all service delivery-related matters.
• Manage end-to-end operations, including incident, change, and problem management.
• Manage end-to-end Cloud Operations and lead a hybrid team (onsite and offshore) ensuring efficient collaboration, workload distribution, and performance tracking.
• Ensure delivery meets contractual SLAs, KPIs, and compliance standards. Conduct regular service review meetings with stakeholders and provide reports on service performance, improvements, and risks.
• Drive continuous improvement initiatives across delivery processes to enhance operational efficiency and customer experience.
• Collaborate with technical leads and architects to plan and execute cloud transformation or modernization initiatives.
• Manage escalation management and provide timely resolutions through proactive communication.
• Prepare and present periodic reports to leadership on service metrics, team performance, and customer satisfaction.
• Support resource planning, onboarding, and competency development across the team. bilingual (English and French)

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