Senior Service Delivery Lead — 24x7 Banking Apps

1205 Avanade Canada Inc. Company; Toronto; On-site; CAD 110,000 - 150,000; Full time

Job summary

Avanade seeks an experienced Service Delivery Manager to lead 24x7 Managed Application Support for a Banking client. You will drive governance, incident management, and offshore team leadership across multiple contracts to ensure stable, cost-effective delivery.

The role requires ITIL discipline, strong stakeholder engagement, and a track record of improving service quality, automation, and performance metrics.

Qualifications

• 10+ years IT services experience.
• 5+ years leading application support or managed services.
• Experience managing 24x7 production support teams.
• Banking/regulated industries experience preferred.
• Proven ability to manage multiple workstreams and contracts.
• Strong ITIL knowledge and operational best practices.

Responsibilities

• Provide end-to-end service delivery leadership across multiple client engagements.
• Own service performance against SLAs, KPIs, and commitments.
• Drive continuous improvement for quality, productivity, automation, and customer satisfaction.
• Oversee governance processes and quarterly service reviews.
• Lead offshore support teams and ensure rapid incident restoration.
• Establish and enforce operational controls to reduce incidents and improve stability.
• Manage escalations and present performance and improvements to stakeholders.

Skills

Leadership

Stakeholder management

Executive communication

Team leadership

Education

ITIL Foundation

ITIL Managing Professional

Tools

Dynatrace

Splunk

Azure Monitor

Service Management

Job description

Avanade seeks an experienced Service Delivery Manager to lead 24x7 Managed Application Support for a Banking client. You will drive governance, incident management, and offshore team leadership across multiple contracts to ensure stable, cost-effective delivery.

The role requires ITIL discipline, strong stakeholder engagement, and a track record of improving service quality, automation, and performance metrics.