Service Delivery Manager

Tata Consultancy Services; Montreal (administrative region); On-site; CAD 100,000 - 120,000; Full time

Job summary

Tata Consultancy Services Canada is seeking an experienced Service Delivery Manager to lead Azure Cloud Infrastructure operations, incident/change/problem management, and client-facing delivery. The role emphasizes governance, SLA adherence, and ongoing service improvement.

The ideal candidate has hands-on Azure experience, ITIL certification, and strong leadership in enterprise environments, with demonstrated ability to manage onsite and offshore teams.

Qualifications

• 5+ years overall IT industry experience.
• Proven experience in Service Delivery Management within enterprise environments.
• Experience managing onsite and offshore delivery models and distributed teams.

Responsibilities

• Serve as the primary point of contact for clients on service delivery matters.
• Manage end-to-end Azure Cloud Infrastructure operations including Incident, Change, Problem, and Service Request Management.
• Ensure adherence to SLAs, KPIs, governance and compliance requirements.
• Monitor service performance and implement corrective actions.
• Drive continuous service improvement initiatives.

Skills

Azure Ops

Governance

Incident Mgmt

Stakeholder Mgmt

Leadership

Performance Monitoring

Education

ITIL Foundation Certification or higher

Microsoft Certified: Azure Solutions Architect Expert

Job description

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

Tata Consultancy Services (BSE: 532540, NSE: TCS) is the technology partner of choice for industry-leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence and customer service.

It has set an aspiration to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence.

Rooted in the heritage of the Tata Group, TCS is focused on creating long term value for its clients, its investors, its employees, and the community at large. With a highly skilled workforce spread across 56 countries and 194 service delivery centers across the world, the company has been recognized as a top employer in six continents. With the ability to rapidly apply and scale new technologies, the company has built long term partnerships with its clients. Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today.

Required skill set

Skills and Responsibilities::

"Required Skills & Experience

Good 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."

Salary Range - CA$ 100,000 - CA$ 120,000 Per Year

"Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodation during the recruitment and selection process, please inform Human Resources.

Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period.