Job Role : IT Infrastructure - Service Delivery Manager

Duration : 12 Months

Location: Montreal, Quebec Experience Required: 8–10 years

Introduction

We are seeking an experienced professional with a strong background in IT Infrastructure service delivery, specifically within Network, Telecom, and Security domains. This role is crucial as it serves as the primary client-facing point of contact at the onsite location and is responsible for managing end-to-end service delivery operations while coordinating a hybrid onsite and offshore team. The role requires bilingual proficiency in French and English.

Required Skills & Qualifications

• 8–10 years of experience in Service Delivery Management in IT Infrastructure (Network, Telecom, and Security)
• Bilingual: French and English
• Strong background in IT network operations and service governance
• Experience managing onsite/offshore delivery models and distributed teams
• Excellent interpersonal and communication skills
• Strong understanding of ITIL processes, including Incident, Problem, Change, and Service Request Management
• Proven ability to manage complex service environments involving multiple stakeholders and vendors
• Experience in customer relationship management and handling service escalations effectively
• Ability to track, analyze, and report service performance metrics and drive service improvement plans
• Good working knowledge of SolarWinds and Dynatrace tools

Preferred Skills & Qualifications

• Experience in the Banking, Financial Services, and Insurance (BFSI) domain

Day-to-Day 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 service operations, including Incident, Change, and Problem Management
• Oversee end-to-end Network Operations, including routing, switching, security, and SD-WAN using Cisco and Palo Alto products
• Coordinate and lead a hybrid delivery model (onsite and offshore teams), ensuring effective 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, improvement initiatives, and risks
• Drive continuous improvement initiatives 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, ensuring timely resolution 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 delivery team