Role: Service Delivery Manager (French)
Location: Montreal, QC
Duration: Long Term Contract
Job Description:
Role Summary
We are seeking an experienced Service Delivery Manager with a strong background in IT Infrastructure service delivery, specifically within Network, Telecom, and Security domains. This role 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.
Primary Skills
Service Delivery Management experience in IT Infrastructure (Network, Telecom, and Security)
Bilingual: French and English
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 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
Essential Skills & Experience
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
Experience in the Banking, Financial Services, and Insurance (BFSI) domain is a strong advantage
