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Q1 Technologies, Inc.
Service Delivery Manager- Bilingual(French + English)- IT Cloud operations and governance backg[...]Q1 Technologies, Inc. • Quebec, Capitale-Nationale, Canada
Service Delivery Manager- Bilingual(French + English)- IT Cloud operations and governance backg[...]

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

Q1 Technologies, Inc. • Quebec, Capitale-Nationale, Canada
30+ days ago
Job type
  • Full-time
Job description

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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Service Delivery Manager- Bilingual(French + English)- IT Cloud operations and governance backg[...] • Quebec, Capitale-Nationale, Canada

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