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
- 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
- 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
Vacancy posted 2 days ago
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