Service Delivery Manager - Enterprise Managed Services

Cloud People; Montreal (administrative region); Hybrid; CAD 80,000 - 110,000; Full time

Job summary

Cloud People is seeking a Service Delivery Manager for a tier one enterprise customer in Montreal. This hybrid role emphasizes day-to-day service delivery and building trusted relationships with clients. You will monitor SLAs, own performance improvement, and drive commercial opportunities.

The ideal candidate has proven experience in service delivery, especially in managed services, and a strong grasp of ITIL principles. This position offers the chance to significantly impact the customer’s experience through exemplary service.

Qualifications

• Proven Service Delivery or Service Management experience in an MSP or Solutions Provider.
• Track record of owning service delivery for enterprise customers.
• Detail-oriented with a customer-first mindset.

Responsibilities

• Own day-to-day service delivery for a tier one enterprise customer.
• Monitor SLAs and KPIs proactively.
• Manage escalations and partner on major incidents.

Skills

Service Delivery Management

ITIL Service Management

Stakeholder Management

Customer Relationship Management

Cloud Solutions Knowledge

Education

ITIL v4 Foundation or equivalent

Job description

Service Delivery Manager - Enterprise Managed Services

Montreal, hybrid with a minimum of 3 days per week onsite at the customer

Company & role

This opportunity sits with a well established cloud solutions and managed services provider that supports enterprise customers across the region. They are hiring a Service Delivery Manager to take ownership of one of their tier one accounts, acting as the operational face of the business and the customer’s trusted advocate inside the organisation.

The role is built around two things, contractual discipline and genuine customer relationships. You will make sure the service is delivered to a high standard, that obligations are met, and that the customer feels properly looked after rather than just managed against an SLA. Being embedded onsite also puts you in a strong position to spot commercial opportunities and feed them back into the account.

Why This Role Stands Out

• A genuinely strategic tier one account where service delivery actually matters to the customer and the businessEmbedded onsite three days a week, which gives you proper visibility, influence and a real seat at the customer’s table
• A culture that values detail, ownership and a customer first mindset rather than just ticking boxes
• Cloud is central to how the business delivers, so there is real scope to broaden your exposure across modern managed services
• Real scope to influence account growth by identifying organic opportunities to expand the relationship, not just running the operational rhythm

Key Responsibilities

• Own day to day service delivery for a tier one enterprise customer, acting as their primary operational point of contact
• Monitor SLAs and KPIs proactively, working with internal delivery teams to close performance gaps before they become issues
• Manage escalations and partner with the Major Incident Manager on major incidents, RCAs and post incident governance
• Chair Monthly Service Reviews, contribute to Quarterly Business Reviews and make sure actions actually land
• Own the Continual Service Improvement register and drive tangible improvements using service data, trends and customer feedback
• Engage early on any new service transitions to make sure design and delivery are aligned before go live
• Build strong, trusted relationships across the customer’s business and represent the voice of the customer internally
• Spot organic commercial opportunities through day to day customer engagement and work with the Account Manager to qualify and progress them

Ideal Experience

• Proven Service Delivery or Service Management experience gained inside an MSP, Solutions Provider or Systems Integrator
• Track record of owning service delivery for enterprise customers, not just operational coordination
• Detail oriented with a genuine customer first mindset, the kind of person who notices things before the customer does
• A commercial nose, comfortable identifying opportunities to grow the account and partnering with sales to take them forward
• Strong grasp of ITIL Service Management principles, with ITIL v4 Foundation or equivalent desirable
• Confident managing SLAs, KPIs, governance and escalation in complex environments
• Excellent stakeholder management and communication, comfortable across operational teams up to senior client leadership
• Knowledge of cloud solutions and managed services is a strong advantage
• Comfortable being onsite with the customer three days per week, with occasional out of hours contact as needed