Service Delivery Manager

Apptoza Inc.; Montreal; On-site; CAD 90,000 - 120,000; Full time

Job summary

Apptoza Inc. is seeking a seasoned Service Delivery Manager to lead end-to-end Azure Cloud Infrastructure operations and ensure strict adherence to SLAs, KPIs, and governance standards.

The role focuses on both on-site and distributed delivery models, with strong customer interaction and escalation handling. The ideal candidate will drive continual service improvements, oversee incident/problem/change management, and coordinate with stakeholders to meet contractual obligations and deliver

Qualifications

• 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.

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.

Skills

Azure operations

Incident and problem management

Change and service request mgmt

Operational reporting

Cloud infrastructure operations

Education

ITIL Foundation or higher

Azure Solutions Architect Expert

Job description

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."