8+ years of overall IT industry experience.
Proven experience in Service Delivery Management within enterprise environments.
Experience managing onsite and offshore delivery models and distributed teams.
Strong customer-facing experience, including stakeholder and escalation management.
Technical Skills
Azure Operations and Governance
Incident, Problem, Change, and Service Request Management
Operational Reporting and Performance Monitoring
Cloud Infrastructure Operations
Risk and Compliance Management
Leadership Skills
Team Leadership and People Management
Stakeholder Management
Conflict Resolution and Escalation Handling
Resource Planning and Workforce Management
Preferred Qualifications
ITIL Foundation Certification or higher.
Microsoft Certified: Azure Solutions Architect Expert.
Experience supporting cloud transformation and modernization programs.
Familiarity with automation, DevOps practices, and cloud governance frameworks.
Key Responsibilities:
Serve as the primary point of contact for clients on all service delivery and operational matters.
Manage end-to-end Azure Cloud Infrastructure operations, including Incident, Change, Problem, and Service Request Management.
Ensure adherence to contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), governance standards, and compliance requirements.
Monitor service performance and implement corrective actions to maintain service quality and operational excellence.
Drive continuous service improvement initiatives to enhance efficiency, reliability, and customer satisfaction.
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Service Delivery Manager - Bilingual in Montréal employer: Apptoza Inc.
Join a dynamic team in Toronto, ON, where innovation meets collaboration! As an IVR & Contact Center Solution Architect, you'll thrive in a supportive work culture that values employee growth and offers opportunities to enhance your skills in cutting-edge Salesforce technologies. Enjoy the flexibility of a hybrid work model while contributing to impactful projects that optimize customer experiences.
