Service Delivery Manager – Azure Cloud Infrastructure & Operations

Astra-North Infoteck Inc.; Montreal; On-site; CAD 110,000 - 150,000; Full time

Job summary

Astra-North Infoteck Inc. in Montreal is seeking a Service Delivery Manager to lead Azure Cloud Infrastructure operations, incidents, changes, and service requests, ensuring SLAs, KPIs, governance, and compliance are met.

You will oversee distributed teams, drive governance and risk management, and lead continuous service improvement to boost efficiency and customer satisfaction.

Qualifications

• 8+ years of 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 service delivery and operational matters.
• Manage end-to-end Azure Cloud Infrastructure operations, including Incident, Change, Problem, and Service Request Management.
• Ensure adherence to SLAs, KPIs, governance standards, and compliance requirements.
• Monitor service performance and implement corrective actions to maintain quality and efficiency.
• Drive continuous service improvement initiatives to enhance reliability and customer satisfaction.

Skills

Team Leadership

Stakeholder Management

Conflict Resolution

Resource Planning

Continuous Service Improvement

Education

ITIL Foundation Certification or higher

Microsoft Certified: Azure Administrator Associate

Microsoft Certified: Azure Solutions Architect Expert

Tools

Azure

Azure DevOps

Job description

Service Delivery Manager – Azure Cloud Infrastructure & Operations

Required Skills & Experience

• 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 Cloud Infrastructure (IaaS & PaaS)
• Azure Operations and Governance
• Incident, Problem, Change, and Service Request Management
• Service Level Management (SLM)
• 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
• Continuous Service Improvement

Preferred Qualifications

• ITIL Foundation Certification or higher.
• Microsoft Certified: Azure Administrator Associate.
• 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.