Job Title: Service Delivery Manager Location: Montreal, QC- Onsite - Job Type: Fulltime Permanent Role Job Overview "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 team.bilingual (English and French)"