Service Delivery Manager-5

Realign Llc; Montreal (administrative region); On-site; CAD 90,000 - 120,000; Full time

Job summary

Realign Llc in Montreal, QC seeks an experienced Service Delivery Manager to lead end-to-end Azure Cloud Infrastructure operations and IT service management. The role requires 8+ years in IT, strong customer-facing skills, and a track record of managing distributed onsite and offshore teams.

You will drive service governance, SLAs, and continuous improvement initiatives in a dynamic delivery environment with cross-functional collaboration.

Qualifications

• 8+ years of experience in IT and service delivery.
• Proven ability to manage distributed onsite and offshore teams.
• Strong client-facing and stakeholder management skills.
• Experience with Azure Cloud Infrastructure and ITIL/governance.

Responsibilities

• Serve as primary client contact for service delivery and operations.
• Manage end-to-end Azure Cloud Infrastructure operations.
• Oversee Incident, Problem, Change, and Service Request processes.
• Ensure contract SLAs, KPIs, governance, and compliance.
• Monitor performance and implement corrective actions.
• Lead onsite and offshore delivery teams and manage a distributed model.
• Support operational reporting and service reviews.
• Manage risks and resource planning for delivery.
• Collaborate with tech and business to improve efficiency.

Skills

Azure Cloud Infrastructure

IT Service Management

Service Delivery Management

Stakeholder Management

Leadership

Incident/Problem/Change Management

Governance & Compliance

DevOps familiarity

Tools

Azure Monitor

ServiceNow

ITSM Tools

Job description

Job Title: Service Delivery Manager
Job Type: Full Time
Location: Montreal, QC (Onsite)

Job Description

We are seeking an experienced Service Delivery Manager with 8+ years of overall IT industry experience and a strong background in enterprise Service Delivery Management. The ideal candidate will have proven experience managing distributed onsite and offshore teams, customer relationships, service operations, and cloud infrastructure environments.

The role requires strong expertise in Azure Cloud Infrastructure, IT Service Management, Service Level Management, operational governance, and continuous service improvement. The successful candidate will act as the primary point of contact for clients and ensure reliable, efficient, and compliant service delivery.

Key Responsibilities

• Serve as the primary client contact for service delivery and operational matters


• Manage end-to-end Azure Cloud Infrastructure operations


• Oversee Incident, Problem, Change, and Service Request Management


• Ensure adherence to contractual SLAs, KPIs, governance, and compliance requirements


• Monitor service performance and implement corrective actions to maintain service quality


• Manage customer escalations and stakeholder expectations


• Lead onsite and offshore teams and manage distributed delivery models


• Support operational reporting, performance monitoring, and service reviews


• Manage risks, compliance requirements, resource planning, and workforce allocation


• Collaborate with technical and business teams to improve operational efficiency and customer satisfaction


• Support cloud transformation, modernization, automation, and DevOps initiatives

Required Skills & Experience

• 8+ years of overall IT industry experience


• Strong experience in enterprise Service Delivery Management


• Experience managing onsite, offshore, and distributed teams


• Strong customer-facing and stakeholder management experience


• Expertise in Azure Cloud Infrastructure, including IaaS and PaaS


• Strong knowledge of Azure operations and governance


• Experience with Incident, Problem, Change, and Service Request Management


• Strong understanding of Service Level Management (SLM)


• Experience with operational reporting and performance monitoring


• Strong leadership, conflict resolution, and escalation management skills


• Experience with risk and compliance 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