We are seeking an experienced
Service Delivery Manager
to oversee enterprise IT service delivery and Azure Cloud Infrastructure operations. The successful candidate will be responsible for ensuring the availability, reliability, performance, and continuous improvement of cloud infrastructure services while maintaining strong relationships with clients and key stakeholders.
This role requires a combination of
service management expertise, Azure cloud knowledge, operational leadership, and strong stakeholder management skills . The Service Delivery Manager will coordinate distributed onsite and offshore teams and ensure delivery aligns with contractual SLAs, KPIs, governance standards, and compliance requirements.
Key Responsibilities
Serve as the primary point of contact for clients regarding service delivery, operational performance, and escalations.
Manage end-to-end
Azure Cloud Infrastructure operations , covering IaaS and PaaS environments.
Oversee Incident, Problem, Change, and Service Request Management processes.
Ensure adherence to contractual
Service Level Agreements (SLAs), Key Performance Indicators (KPIs), governance standards, and compliance requirements .
Monitor operational performance, service availability, and infrastructure metrics.
Identify service issues and implement corrective and preventive actions.
Lead continuous service improvement initiatives to enhance operational efficiency, reliability, and customer satisfaction.
Manage onsite and offshore teams across distributed delivery environments.
Support resource planning, workforce management, and operational capacity planning.
Manage stakeholder expectations, conflicts, escalations, and service-related communications.
Identify operational risks and ensure appropriate mitigation and compliance measures are implemented.
Collaborate with technical teams, business stakeholders, and clients to support cloud transformation and modernization initiatives.
Prepare and present operational reports, service reviews, performance metrics, and improvement plans.
Required Qualifications & Experience
8+ years of overall IT industry experience.
Proven experience in
IT Service Delivery Management
within enterprise environments.
Strong experience managing
onsite and offshore delivery models
and distributed teams.
Demonstrated experience in customer-facing roles with responsibility for stakeholder and escalation management.
Strong understanding of enterprise IT operations and service management processes.
Hands-on understanding of
Azure Cloud Infrastructure , including IaaS and PaaS.
Experience with Incident, Problem, Change, and Service Request Management.
Strong understanding of
Service Level Management (SLM)
and SLA/KPI governance.
Experience with operational reporting, performance monitoring, risk management, and compliance.
French Proficiency
Technical Skills
Azure Operations & Governance
Cloud Infrastructure Operations
Change Management
Service Request Management
Operational Performance Monitoring
Risk & Compliance Management
Leadership & Soft Skills
Strong team leadership and people management capabilities
Excellent stakeholder and client relationship management
Strong communication and presentation skills
Conflict resolution and escalation management
Resource and workforce planning
Continuous service improvement mindset
Preferred Qualifications
ITIL Foundation certification or higher
Microsoft Certified: Azure Solutions Architect Expert
Experience supporting
cloud transformation and modernization programs
Familiarity with automation and DevOps practices
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Service Delivery Manager in Montréal employer: N2P Systems
As a leading employer in the banking technology sector, we offer Pega Technical Architects an exceptional work environment that fosters innovation and collaboration. Our commitment to employee growth is evident through continuous learning opportunities and mentorship programs, ensuring that you can advance your career while working on impactful projects. Located in a vibrant city, our inclusive culture promotes work-life balance and provides unique advantages such as flexible work arrangements and access to cutting-edge technology.
