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 (French) 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.
