Service Delivery Manager

Full-time

Acestack

Job Title: Service Delivery Manager

Job Type: Full Time

Location: Montreal, QC (Onsite) Job Description

We are seeking an experienced Service Delivery Manager with 8+ years of overall IT industry experience and a strong background in enterprise Service Delivery Management . The ideal candidate will have proven experience managing distributed onsite and offshore teams, customer relationships, service operations, and cloud infrastructure environments.

The role requires strong expertise in Azure Cloud Infrastructure, IT Service Management, Service Level Management, operational governance, and continuous service improvement . The successful candidate will act as the primary point of contact for clients and ensure reliable, efficient, and compliant service delivery.

Key Responsibilities

Serve as the primary client contact for service delivery and operational matters
Manage end-to-end Azure Cloud Infrastructure operations
Oversee Incident, Problem, Change, and Service Request Management
Ensure adherence to contractual SLAs, KPIs, governance, and compliance requirements
Monitor service performance and implement corrective actions to maintain service quality
Manage customer escalations and stakeholder expectations
Lead onsite and offshore teams and manage distributed delivery models
Drive continuous service improvement initiatives
Support operational reporting, performance monitoring, and service reviews
Manage risks, compliance requirements, resource planning, and workforce allocation
Collaborate with technical and business teams to improve operational efficiency and customer satisfaction
Support cloud transformation, modernization, automation, and DevOps initiatives

Required Skills & Experience

8+ years of overall IT industry experience
Strong experience in enterprise Service Delivery Management
Experience managing onsite, offshore, and distributed teams
Strong customer-facing and stakeholder management experience
Expertise in Azure Cloud Infrastructure, including IaaS and PaaS
Strong knowledge of Azure operations and governance
Experience with Incident, Problem, Change, and Service Request Management
Strong understanding of Service Level Management (SLM)
Experience with operational reporting and performance monitoring
Strong leadership, conflict resolution, and escalation management skills
Experience with risk and compliance management

Preferred Qualifications

ITIL Foundation Certification or higher
Microsoft Certified: Azure Administrator Associate
Microsoft Certified: Azure Solutions Architect Expert
Experience supporting cloud transformation and modernization programs
Familiarity with automation, DevOps practices, and cloud governance frameworks

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Vacancy posted 2 days ago

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