Service Delivery Manager

Role: Service Delivery Manager

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, including Incident Management, Problem Management, Change Management, and Service Request Management.

• Proven ability to manage complex service environments involving 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 the Banking, Financial Services, and Insurance (BFSI) domain is a strong 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 service 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 service escalations 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.