Service Delivery Manager (French)

Role: Service Delivery Manager (French)

Location: Montreal, QC

Duration: Long Term Contract

Job Description:

We are seeking a highly motivated Bilingual Service Delivery Manager with strong expertise in Azure Cloud Infrastructure and proven experience managing both onsite and offshore teams. The role requires exceptional communication skills in English and French, with the ability to lead service delivery operations, ensure SLA adherence, and drive customer satisfaction through effective relationship and performance management.

Key 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 Azure Cloud Infrastructure operations, including incident, change, and problem management.

• Coordinate 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.

Required Skills & Experience:

• 8–12 years of overall IT experience, with at least 4+ years in a Service Delivery Management role.

• Strong background in Azure Cloud Infrastructure (IaaS & PaaS) operations and governance.

• Experience handling onsite–offshore delivery models and managing distributed teams.

• Excellent interpersonal and communication skills in both English and French (spoken and written).

• 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.

• Good knowledge of Azure monitoring, automation, backup/recovery, and cost optimization practices.

• Certifications preferred:

• ITIL Foundation / Intermediate

• Microsoft Certified: Azure Administrator Associate / Azure Solutions Architect Expert

Education:

• Bachelor’s degree in computer science, Information Technology, or a related field.