Service Delivery Manager - Bilingual

Apptoza Inc.; Montreal; Presencial; CAD 90.000 - 140.000; Jornada completa

Descripción de la vacante

Apptoza Inc. in Montreal seeks an experienced Service Delivery Manager to lead end-to-end Azure Cloud infrastructure operations and governance. You will own incident, change, problem, and service request management while ensuring SLAs, KPIs, and security requirements are met.

The role emphasizes leadership of onsite/offshore teams, strong client-facing skills, and a track record of continuous service improvement to elevate reliability and customer satisfaction.

Formación

• 8+ years of IT industry experience in service delivery and operations.
• Experience overseeing onsite and offshore delivery models and distributed teams.
• Strong customer-facing experience with stakeholder and escalation management.
• Proven ability to monitor performance and drive service improvements.

Responsabilidades

• Serve as the primary point of contact for clients on service delivery and operations.
• Manage end-to-end Azure Cloud Infrastructure operations (incidents, changes, problems, requests).
• Ensure adherence to SLAs, KPIs, governance standards and compliance requirements.
• Monitor service performance and implement corrective actions to sustain quality.
• Lead continuous service improvement to boost efficiency and customer satisfaction.

Conocimientos

Azure operations

Cloud governance

Incident/Problem/Change Mgmt

Operational reporting

Cloud infrastructure operations

Risk and compliance

Leadership

Stakeholder management

Escalation handling

Resource planning

Descripción del empleo

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 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.