Service Delivery Manager- Bilingual(French + English)- IT Cloud operations and governance backg[...]

Q1 Technologies, Inc.; Quebec; On-site; CAD 80,000 - 90,000; Full time

Job summary

Q1 Technologies, Inc. is seeking a professional to manage their IT Cloud operations in Quebec City, requiring a strong background in governance and operations.

This role involves managing onsite and offshore teams, ensuring delivery meets contractual standards, and driving continuous improvement initiatives. Bilingual skills in English and French are essential for effective client communication.

The candidate will collaborate with technical leads to plan cloud transformation initiatives and present service performance reports to leadership.

Qualifications

• Bilingual in English and French.
• Strong background in IT Cloud operations and governance.
• Proven ability to manage complex environments with multiple stakeholders.

Responsibilities

• Act as primary point of contact for the client for all service delivery matters.
• Manage end-to-end operations including incident, change, and problem management.
• Drive continuous improvement initiatives across delivery processes.

Skills

Bilingual (English and French)

Strong background in IT Cloud operations

Excellent interpersonal and communication skills

Understanding of ITIL processes

Experience in customer relationship management

Experience in Banking, Financial Services and Insurance domain

Job description

Station Terminus, Quebec City- 2-3 days a week Onsite

Required Skills:

• Bilingual (English and French) Strong background in IT Cloud operations and governance.
• Experience handling onsite offshore delivery models and managing distributed teams.
• Excellent interpersonal and communication skills Strong understanding of ITIL processes (Incident, Problem, Change, and Service Request Management).
• Proven ability to manage complex service environments with multiple stakeholders and vendors.
• Experience in customer relationship management and managing service escalations effectively.
• Ability to track and report service performance metrics, and drive service improvement plans.
• Experience in Banking, Financial Services and Insurance domain (BFSI) will be a great asset.

Roles and Responsibilities:

• Act as the primary point of contact for the client at the onsite location for all service delivery-related matters.
• Manage end-to-end operations, including incident, change, and problem management.
• Manage end-to-end Cloud Operations and lead a hybrid team (onsite and offshore) ensuring efficient collaboration, workload distribution, and performance tracking.
• Ensure delivery meets contractual SLAs, KPIs, and compliance standards. Conduct regular service review meetings with stakeholders and provide reports on service performance, improvements, and risks.
• Drive continuous improvement initiatives across delivery processes to enhance operational efficiency and customer experience.
• Collaborate with technical leads and architects to plan and execute cloud transformation or modernization initiatives.
• Manage escalation management and provide timely resolutions through proactive communication.
• Prepare and present periodic reports to leadership on service metrics, team performance, and customer satisfaction.
• Support resource planning, onboarding, and competency development across the team. bilingual (English and French)