Service Delivery Manager (French)

Apptoza Inc.; Montreal; Vor Ort; CAD 90.000 - 135.000; Vollzeit

Zusammenfassung

Apptoza Inc. in Montreal, QC, is seeking a seasoned Service Delivery Manager to lead end-to-end Azure cloud operations, incident and change management, and governance compliance.

You will act as the main client liaison, ensure SLAs and KPIs are met, and drive improvements to reliability and customer satisfaction. The role requires strong leadership, offshore/onshore delivery experience, and a track record of managing distributed teams within enterprise environments.

Qualifikationen

• 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.

Aufgaben

• 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 contractual SLAs, 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.

Kenntnisse

Azure operations

Incident management

Change management

Governance

Performance monitoring

Cloud infrastructure

Risk and compliance

Ausbildung

ITIL Foundation

Jobbeschreibung

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."