Service Delivery Manager

Symphony Industrial AI, Inc.; Toronto; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

A leading AI-driven company is looking for a skilled Service Delivery Manager in Toronto to enhance customer engagement and service delivery for their SaaS solutions. The role involves optimizing service performance, managing escalations, and ensuring customer satisfaction in a hybrid working environment.

Benefits

Competitive compensation & benefits

Growth and development opportunities

Hybrid/Remote flexibility

Collaborative culture with AI experts

Qualifications

• Proven experience in Service Delivery Management for SaaS or Cloud.
• Deep understanding of AWS and Azure environments.
• Strong customer engagement and stakeholder management skills.

Responsibilities

• Oversee end-to-end service delivery for SaaS customers.
• Ensure SLA adherence and service reliability.
• Drive service improvement initiatives to enhance customer experience.

Skills

Customer Engagement

Stakeholder Management

Incident Management

Problem Management

Communication

Risk Management

Tools

Datadog

Splunk

Prometheus

Job description

SymphonyAI is a leader in AI-driven financial crime prevention and compliance solutions, offering cutting-edge SaaS software to financial institutions worldwide. As we expand our SaaS offerings in AWS and Azure, we are seeking a customer-focused, proactive Service Delivery Manager (SDM) to ensure our customers receive outstanding service and maximum value from our solutions.

Our SDMs do more than manage SLAs—they build strong relationships, proactively identify service improvements, and drive customer satisfaction (CSAT). If you are passionate about customer success, operational excellence, and delivering world-class service, we’d love to hear from you!

Job Description

Role Overview

As a Service Delivery Manager, you will oversee the end-to-end service delivery process for our SaaS customers. Acting as the customer’s trusted advisor, you will ensure service reliability, manage escalations, and drive adoption.

You will work closely with Cloud Operations, Engineering, Customer Success, and Product teams to optimize service performance, manage incidents, and ensure customer satisfaction. A great SDM doesn’t just react—they anticipate customer needs, improve service quality, and champion the customer experience.

Key Responsibilities

1. Customer Engagement & Value Realization

• Act as the primary point of contact for customers, ensuring they receive the best experience.
• Build strong relationships with key stakeholders to drive product adoption and usage.
• Conduct regular service review meetings, providing insights and improvement recommendations.
• Identify risks proactively and work with customers and internal teams to mitigate them.
• Ensure customers derive maximum business value from our SaaS solutions.

2. Service Performance & Incident Management

• Oversee 24 / 7 service performance, ensuring SLA adherence and quick response times.
• Own and drive major incident management, coordinating with technical teams for resolution.
• Lead post-incident reviews (PIRs) to identify root causes and implement long-term solutions.
• Utilize monitoring and observability tools to proactively detect and prevent service disruptions.

3. Continuous Improvement & Operational Excellence

• Drive service improvement initiatives to enhance customer experience and efficiency.
• Work closely with engineering and cloud teams to optimize reliability and scalability.
• Implement best practices for service monitoring, problem resolution, and change management.
• Leverage automation and AI-driven tools to improve operational processes.

4. Governance & Reporting

• Produce and present monthly service performance reports, highlighting key insights.
• Ensure compliance with ITIL and security best practices in a highly regulated industry.
• Provide executive-level reporting on CSAT, SLA performance, and key service metrics.

5. Service Transition & Change Management

• Ensure smooth onboarding and transition for new SaaS customers.
• Manage service acceptance criteria and oversee operational readiness for new implementations.
• Partner with sales and customer success to align service expectations with contract commitments.

What We’re Looking For

Must-Have Skills & Experience

Proven experience in Service Delivery Management for SaaS, Cloud, or Managed Services.

Deep understanding of AWS and Azure environments for SaaS applications.

Strong customer engagement and stakeholder management skills.

Expertise in incident, problem, and change management within ITIL frameworks.

Ability to analyze trends, drive root cause analysis, and implement solutions.

Exceptional communication skills with the ability to influence and build trust.

Proactive approach to risk management, service improvement, and driving usage.

Nice-to-Have Experience

Experience with financial crime, AML, KYC, or fraud detection solutions.

Familiarity with observability & monitoring tools (e.g., Datadog, Splunk, Prometheus).

Understanding of DevOps, CI / CD, and cloud automation best practices.

Why Join Us?

Be part of a global SaaS transformation, driving AI-powered compliance solutions.

Own and enhance service delivery for leading financial institutions.

Growth and development opportunities, including leadership training and certifications.

Collaborative and customer-centric culture, working alongside CloudOps and AI experts.

Competitive compensation & benefits | Hybrid / Remote flexibility | Make an impact in fintech SaaS

This is a hybrid position, requiring three days per week in our Toronto, Canada office

About Us

About SymphonyAI

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth verticals, including retail, consumer packaged goods, financial services, manufacturing, media, and business IT. SymphonyAI verticals have many leading enterprises as clients. Since its founding in 2017, SymphonyAI has grown rapidly to 2,500 talented leaders, data scientists, and other professionals across 33 countries. SymphonyAI is an SAIGroup company, backed by a $1 billion commitment from Dr. Romesh Wadhwani, a successful entrepreneur and philanthropist.

Visit here , for more information about how we hire, what’s in it for you, our culture and values

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