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Service Delivery Manager
IT & InfrastructureHybridFull-timeID: REQ-43675
N2P Systems
Montreal, Quebec, Canada8+ years$0 - $140K CADPosted 1 day ago
Role Overview
## Role Overview
The Service Delivery Manager will lead enterprise Azure cloud infrastructure service delivery, ensuring reliable day-to-day operations, SLA and KPI adherence, governance, compliance, and continuous service improvement. The role serves as a key client-facing point of contact while coordinating distributed delivery teams and driving operational excellence across cloud infrastructure services.
## Key Responsibilities
- Serve as the primary point of contact for clients on service delivery and operational matters.
- Manage end-to-end Azure Cloud Infrastructure operations across 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.
- Coordinate delivery across onsite and offshore teams and distributed operational environments.
- Manage stakeholder escalations, operational risks, and service delivery priorities.
## What We Are Looking For
- 8+ years of overall IT industry experience with proven enterprise Service Delivery Management experience.
- Strong experience with Azure Cloud Infrastructure and cloud infrastructure operations.
- Experience managing Incident, Problem, Change, and Service Request Management processes.
- Practical understanding of Service Level Management and operational performance monitoring.
- Experience working with distributed teams and onsite/offshore delivery models.
- Strong customer-facing experience involving stakeholder and escalation management.
## Preferred & Bonus Experience
- ITIL Foundation certification or higher.
- Microsoft Certified: Azure Administrator Associate or Microsoft Certified: Azure Solutions Architect Expert.
- Experience supporting cloud transformation and modernization programs.
- Familiarity with automation, DevOps practices, and cloud governance frameworks.
- Experience with risk and compliance management, operational reporting, and performance monitoring.
Key Responsibilities
- Serve as the primary point of contact for clients on service delivery and operational matters.
- Manage end-to-end Azure Cloud Infrastructure operations across 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.
- Coordinate delivery across onsite and offshore teams and distributed operational environments.
- Manage stakeholder escalations, operational risks, and service delivery priorities.
- ## What We Are Looking For
- 8+ years of overall IT industry experience with proven enterprise Service Delivery Management experience.
- Strong experience with Azure Cloud Infrastructure and cloud infrastructure operations.
- Experience managing Incident, Problem, Change, and Service Request Management processes.
- Practical understanding of Service Level Management and operational performance monitoring.
- Experience working with distributed teams and onsite/offshore delivery models.
- Strong customer-facing experience involving stakeholder and escalation management.
- ## Preferred & Bonus Experience
- ITIL Foundation certification or higher.
- Microsoft Certified: Azure Administrator Associate or Microsoft Certified: Azure Solutions Architect Expert.
- Experience supporting cloud transformation and modernization programs.
- Familiarity with automation, DevOps practices, and cloud governance frameworks.
- Experience with risk and compliance management, operational reporting, and performance monitoring.
Required Skills & Qualifications
- Strong proficiency and experience with Service Delivery Management
- Strong proficiency and experience with Azure Cloud Infrastructure
- Strong proficiency and experience with Incident Management
- Strong proficiency and experience with Problem Management
- Strong proficiency and experience with Change Management
- Strong proficiency and experience with Service Request Management
- Strong proficiency and experience with Service Level Management
- Strong proficiency and experience with Cloud Infrastructure Operations
Role Pre-Screening Criteria
Applicants will be asked to answer the following qualifying questions when applying for this position:
- 1Are you legally authorized to work in Canada without visa sponsorship?
- 2Do you have 8+ years of hands-on experience with Service Delivery Management in production environments?
- 3How many years of professional experience do you have with Azure Cloud Infrastructure?
- 4What is your earliest available start date?
Target Tech Stack
Service Delivery ManagementAzure Cloud InfrastructureIncident ManagementProblem ManagementChange ManagementService Request ManagementService Level ManagementCloud Infrastructure OperationsAzure OperationsAzure GovernanceOperational ReportingPerformance MonitoringRisk ManagementCompliance ManagementITIL FoundationMicrosoft Certified: Azure Administrator AssociateMicrosoft Certified: Azure Solutions Architect ExpertCloud TransformationCloud ModernizationAutomationDevOpsCloud GovernanceAzure IaaSAzure PaaSAzure AdministratorAzure Solutions Architect
Quick Details
- Location
- Montreal, Quebec, Canada
- Employment Type
- Full-time
- Work Arrangement
- Hybrid
- Experience Level
- 8+ years
- Compensation
- $0 - $140K CAD
- Domain Focus
- IT & Infrastructure
- Requisition Ref
- REQ-43675
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