Service Delivery Manager – Azure Cloud Infrastructure & Operations

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Montreal (administrative region); On-site; CAD 110,000 - 170,000; Full time

Job summary

Astra-North Infoteck Inc. is seeking a Service Delivery Manager for Azure Cloud Infrastructure & Operations in Montreal. The role leads end-to-end Azure IT operations, coordinating on-site and offshore teams to ensure service excellence and strict SLA adherence.

The ideal candidate brings 8+ years in IT, strong stakeholder engagement, and proven ability to manage complex cloud delivery programs. This position emphasizes governance, incident management, and continuous improvement in a dynamic

Qualifications

• 8+ years in IT industry.
• Proven service delivery management experience.
• Experience managing onsite and offshore delivery models.
• Strong customer-facing and escalation management.

Responsibilities

• Serve as the primary point of contact for clients on service delivery and operations.
• Manage end-to-end Azure Cloud Infrastructure operations, including incident, change, problem, and service requests.
• Ensure adherence to SLAs, KPIs, governance standards, and compliance requirements.
• Monitor service performance and drive corrective actions for quality and reliability.
• Lead continuous service improvement initiatives to boost efficiency and customer satisfaction.

Skills

Azure Cloud

Customer-facing

Stakeholder management

Leadership

Team management

Tools

ITIL Foundation

Azure Administrator Associate

Azure Solutions Architect Expert

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.