Station Terminus, Quebec City- 2-3 days a week Onsite
Required Skills:
- Bilingual (English and French) Strong background in IT Cloud operations and governance.
- Experience handling onsite offshore delivery models and managing distributed teams.
- Excellent interpersonal and communication skills Strong understanding of ITIL processes (Incident, Problem, Change, and Service Request Management).
- Proven ability to manage complex service environments with multiple stakeholders and vendors.
- Experience in customer relationship management and managing service escalations effectively.
- Ability to track and report service performance metrics, and drive service improvement plans.
- Experience in Banking, Financial Services and Insurance domain (BFSI) will be a great asset.
Roles and Responsibilities:
- Act as the primary point of contact for the client at the onsite location for all service delivery-related matters.
- Manage end-to-end operations, including incident, change, and problem management.
- Manage end-to-end Cloud Operations and lead a hybrid team (onsite and offshore) ensuring efficient collaboration, workload distribution, and performance tracking.
- Ensure delivery meets contractual SLAs, KPIs, and compliance standards. Conduct regular service review meetings with stakeholders and provide reports on service performance, improvements, and risks.
- Drive continuous improvement initiatives across delivery processes to enhance operational efficiency and customer experience.
- Collaborate with technical leads and architects to plan and execute cloud transformation or modernization initiatives.
- Manage escalation management and provide timely resolutions through proactive communication.
- Prepare and present periodic reports to leadership on service metrics, team performance, and customer satisfaction.
- Support resource planning, onboarding, and competency development across the team. bilingual (English and French)
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Service Delivery Manager- Bilingual(French + English)- IT Cloud operations and governance backg[...] in Québec employer: Q1 Technologies, Inc.
As an EMC Engineering Delegate at our company, you will thrive in a dynamic work environment that prioritizes innovation and collaboration. We offer competitive benefits, a strong commitment to employee development, and opportunities for growth within the aerospace sector, all while being located in a vibrant community that values technological advancement and safety. Join us to make a meaningful impact in ensuring aircraft systems are resilient against electromagnetic threats.
