Managed Services, Service Delivery Manager (Bilingual FR/EN)
Core
Manage daily operations of managed services contracts (Application, infrastructure, AI) ensuring ITSM norms are met and service delivery exceeds customer expectations.
Role type
Senior Managed Services Service Delivery Manager
Builds
ITSM-compliant service delivery for Application, infrastructure, and AI contracts
Domain
IT Managed Services / SAP
Required skills
ITSM process management, team leadership and mentoring, SLA and ticket management, performance metrics analysis, client contract and financial management, transition/onboarding management, backlog prioritization, escalation facilitation
Preferred skills
ITILv3 or v4 Foundations Certification, experience with Workday, Salesforce, Oracle, Microsoft, Cisco, DevOps, COBIT
Technologies
SAP, Workday, Salesforce, Oracle, Microsoft, Cisco, ITSM tools
Responsibilities
Manage daily operations of managed services contracts ensuring ITSM norms are met; Motivate and mentor delivery teams to adhere to defined processes; Monitor and manage ticket dashboards to balance workloads; Identify and manage performance metrics to achieve service goals; Work with clients to develop prioritized backlogs; Facilitate escalation between client leads, staff, and 3rd party partners; Understand and manage project financials and client contracts; Manage client transition/onboarding activities.
Seniority
Senior, hands-on IC with team leadership