Service Delivery Manager

Role: Service Delivery Manager

Location: Montreal QC Onsite

Experience- 8 Years

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 (English and French)