Role:Service Delivery Manager
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 including Incident Management Problem Management Change Management and Service Request Management.
Proven ability to manage complex service environments involving 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 the Banking Financial Services and Insurance (BFSI) domain is a strong 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 service 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 service escalations 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.
Required Skills:
Sailpoint
Service Delivery Manager • Montreal, Quebec, Canada
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