We are seeking a highly motivated Bilingual Service Delivery Manager with strong expertise in Azure Cloud Infrastructure and proven experience managing onsite and offshore teams. The ideal candidate will be responsible for leading service delivery operations, ensuring SLA compliance, driving operational excellence, and maintaining high levels of customer satisfaction.
The successful candidate must possess excellent communication skills in both English and French and have a strong background in IT service management, Azure infrastructure operations, and stakeholder management.
Serve as the primary onsite point of contact for all service delivery-related activities.
Manage end-to-end Azure Cloud Infrastructure operations, including Incident, Problem, Change, and Service Request Management.
Lead and coordinate onsite and offshore teams, ensuring effective collaboration, workload management, and performance tracking.
Ensure compliance with contractual SLAs, KPIs, and operational governance standards.
Conduct regular service review meetings with customers and internal stakeholders.
Prepare and present service performance reports, operational metrics, risks, and improvement plans.
Drive continuous service improvement initiatives to enhance operational efficiency and customer experience.
Collaborate with cloud architects and technical teams to support Azure cloud transformation and modernization initiatives.
Manage customer escalations and provide timely resolution through proactive communication and leadership.
Support resource planning, onboarding, mentoring, and competency development across the delivery team.
Foster strong customer relationships while ensuring high-quality service delivery.
8–12 years of overall IT experience
Minimum 4+ years of Service Delivery Management experience
Experience managing complex enterprise service delivery environments
Strong customer and stakeholder relationship management skills
Experience managing service escalations and vendor coordination
Strong experience supporting Azure Cloud Infrastructure
Hands-on knowledge of Azure IaaS and PaaS services
Experience with Azure monitoring, automation, backup & recovery, and cost optimization
Understanding of cloud operations governance and best practices
Strong understanding of ITIL framework and processes
Incident Management
Problem Management
Change Management
Service Request Management
SLA and KPI management
Service governance and operational reporting
Experience managing onsite and offshore delivery teams
Resource planning and workload management
Team performance tracking and coaching
Cross-functional collaboration with technical and business teams
Excellent verbal and written communication skills in English and French
Strong presentation and executive reporting skills
Ability to engage effectively with customers, leadership, and technical teams
ITIL Foundation or ITIL Intermediate Certification
Microsoft Certified: Azure Administrator Associate
Microsoft Certified: Azure Solutions Architect Expert
Bachelor's degree in Computer Science, Information Technology, or a related discipline
Service Delivery Management
Azure Cloud Infrastructure
Azure IaaS & PaaS
ITIL
Incident Management
Problem Management
Change Management
Service Request Management
SLA & KPI Management
Azure Monitoring
Azure Automation
Backup & Recovery
Cost Optimization
Stakeholder Management
Customer Relationship Management
Onsite–Offshore Team Management
Escalation Management
Bilingual (English & French)
Bilingual Service Delivery Manager - Azure Cloud Infrastructure • Laval, Qc
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