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Added 11 mins ago
A
Mechanical Engineering Lead, Data Centers
AECOM
Markham, ON
- $145,000 to $195,000 CAD / year
- Full-time
…The successful candidate will serve as a technical leader, client advisor, mentor, and project contributor, helping to expand AECOM's rapidly growing Data Center practice. This is a newly…
Added 11 mins ago
A
Electrical Engineering Lead, Data Centers
AECOM
Markham, ON
- $145,000 to $195,000 CAD / year
- Full-time
…The successful candidate will serve as a technical leader, client advisor, mentor, and project contributor, helping to grow AECOM's rapidly expanding Data Center practice. This is a newly…
Added 1 hour ago
PC
Data & AI Transformation Director
PwC Canada
Toronto, ON
- Full-time
…This is a delivery-first leadership role focused on execution, client outcomes, and scaling delivery capabilities rather than pure sales or advisory responsibilities. Your role will…
Added 1 hour ago
S
Beauty Advisor - Part Time
sephora.com
Regina, SK
- $17 to $20 CAD / hour
Your role at Sephora Canada: As a Beauty Advisor, you'll be the face of Sephora Canada’s welcoming every client with warmth, confidence, and a passion for all things beauty. Through…
Added 1 hour ago
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Developing Investment Advisor
TD
London, ON
- Full-time
…one-on-one relationship with a dedicated and professional Investment Advisor, while maintaining active participation in decisions regarding their investment portfolio. It's a very special…
Added 1 hour ago
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GOAPRDJP000001053 – Shipping & Inventory Coordinator
S M Software Solutions Inc
AB · Edmonton, AB
- Internship
Client: Government of Alberta – GOAPRDJP000001053
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RQ11309 – Solutions Designer – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Client: Ministry of Public and Business Service Delivery and Procurement – RQ11309
Added 2 hours ago
TC
Senior Manager PA and DPM - 12 Months Contract- Express Scripts Canada
The Cigna Group
Mississauga, ON
- Full-time
As part of the Clinical Services department, this position will also serve as a clinical advisor to the organization and provide leadership to ESC to ensure innovation amongst a competitive…
Added 2 hours ago
A
Senior Manager, Quality Assurance Services
ATB
Calgary, AB · Edmonton, AB
- Full-time
Connect team missions & visions to the overall objectives of Client Experience & Technology, and the broader ATB story
Added 2 hours ago
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Everyday Banking Advisor - Calgary Stephen Avenue
ATB
Calgary, AB
- Full-time
Ready to Make a Real Difference? Join ATB as an Everyday Banking Advisor!
Added 2 hours ago
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Business Consultant
ATB
Calgary, AB
- Full-time
Conducts needs assessments for business owners, uncovering client priorities, and guiding clients toward their goals
Added 2 hours ago
S
Services Lead, Stores - Full Time
sephora.com
Vancouver, BC
- $22.85 to $28.55 CAD / hour
- Full-time
…team execute Sephora’s selling model and provide outstanding client service so that the store achieves and exceeds company objectives. In addition, you…
Added 2 hours ago
EC
Power Systems Automation Specialist/ Spécialiste en automatisation des systèmes électriques
Eaton Corporation
Dartmouth, NS · Kitchener, ON · Milton, ON · Mississauga, ON · Ottawa, ON · Laval, QC
- Full-time
Act as a trusted technical advisor to customers throughout the project lifecycle.
Added 2 hours ago
HR
Specialist, Designated Beauty Advisor (DBA) - Chantecaille
Holt Renfrew
Vancouver, BC
- Full-time
The Specialist, Designated Beauty Advisor develops deep, long lasting relationships with customers that lead to an increase in sales, service, and loyalty. The Specialist (DBA) is also…
Added 2 hours ago
I
Territory Account Manager V
Insight
Montreal, QC
- Full-time
…commerce, des formations en vente, des formations au service client ou à l'industrie informatique sont…
Added 2 hours ago
I
Services and Solutions - Sales Executive
Insight
Toronto, ON
- Full-time
Trusted advisor approach with client executives and the ability to build long-term relationships.
Added 2 hours ago
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Analyst
The Global Institute for Health and Human Rights
Chatham-Kent, ON · Chatham, ON
- Volunteer
…work environment that values people, teamwork, integrity, and client service. You will have immediate opportunities to partner with talented subject matter experts, work on complex…
Added 2 hours ago
GL
Manager, Compilation and Advisory Services
GGFL LLP
Ottawa, ON
- Full-time
As a Manager in our Health Professional Team, you’ll be the go-to advisor for local doctors, dentists, and other health pros - helping them navigate their unique financial journeys. From…
Added 2 hours ago
GL
Manager, Assurance & Advisory Services
GGFL LLP
Ottawa, ON
- Full-time
Be the trusted advisor - the first call your clients make when decisions matter.
Added 2 hours ago
Asset Management Consultant
WSP
Toronto, ON
As an Asset Management Advisor, reporting to a regional team lead, you will be expected to actively contribute to our Canadian Asset Management Strategy, which is key to our WSP growth in…
Added 3 hours ago
T
Developing Investment Advisor (Vancouver Island)
TD
Victoria, BC
- Full-time
…Developing Investment Advisors into our Developing Investment Advisor Program. This is a highly specialized program where participants gain the opportunity to build comprehensive knowledge…
Added 3 hours ago
RB
Evergreen Client/Banking Advisor
Royal Bank of Canada
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- Full-time
Client Advisor Intern – Job ID Code 2251 | Client Advisor – Job ID Code 2252
Added 3 hours ago
RB
Banking Advisor - Brampton & Mississauga (Bilingual: Mandarin, Cantonese, Arabic, Tagalog)
Royal Bank of Canada
ON · BRAMPTON, Ontario
- Full-time
This unique position calls on your client-focused sales expertise and natural problem-solving skills to maximize each client interaction. Specifically, you help clients with their everyday…
Added 3 hours ago
SQ
Partenaire, Développement des Affaires
Sunlife Québec
Quebec, QC
- Full-time
Croissance par l’encadrement, orientation Client, accent sur les relations et les ventes et dynamisme. Si cela correspond à votre profil et aux domaines sur lesquels vous voulez vous…
Added 3 hours ago
PA
Automotive Sales & Finance Consultant
Pfaff Automotive Partners Inc.
Mississauga, ON
- Full-time
Build lasting client relationships that generate repeat and referral business.

Avanade

Service Delivery Manager

Toronto, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 26, 2026
Experience: 10+ years of IT Services experience.
Posting language: English
Posted: Oct 27, 2026

Original job description

Come join us

We are seeking an experienced Service Delivery Manager (SDM) to lead the delivery of 24x7 Managed Application Support Services for a large Banking client. The successful candidate will be responsible for service delivery governance, operational excellence, client relationship management, incident management, and leadership of offshore support teams across multiple support contracts.

This role requires a blend of service management expertise, technical understanding of application and infrastructure ecosystems, and strong stakeholder management skills to ensure stable, reliable, and cost-effective service delivery.

What You'll Do

Service Delivery Leadership

Lead end-to-end delivery of Managed Application Support Services across multiple client engagements.
Own service performance against contracted SLAs, KPIs, and operational commitments.
Drive continuous improvement initiatives to enhance service quality, productivity, automation, and customer satisfaction.
Manage operational governance processes, including weekly, monthly, and quarterly service reviews.
Ensure alignment of support services with client business objectives and regulatory requirements.
Be a reliable escalation contact for any major incidents.

Operations Management

Manage 24x7 offshore support operations covering production support, incident management, problem management, and maintenance activities.
Leading Major Incident bridges with multiple teams and drive rapid restoration during business-critical outages.
Establish operational controls to reduce incident volume and improve service stability.
Familiarity with Service Reliability Engineering (SRE) principles
Ensure adherence to ITIL processes, including:
- - Incident Management
  - Problem Management
  - Change Management
  - Availability Management

Client Relationship Management

Serve as the primary delivery contact for client stakeholders.

Build trusted advisor relationships with client technology and business teams.
Present operational performance, risks, service improvements, and strategic recommendations.
Manage escalations and ensure timely resolution of client concerns.

Team Leadership

Lead and develop geographically distributed offshore support teams.
Mentor and train the offshore team.
Foster a culture of accountability, continuous learning, and operational excellence.

Technical Oversight

Maintain high-level oversight of supported applications, infrastructure dependencies, and business processes.
Collaborate with engineering, infrastructure, and development teams to address service issues.
Leverage monitoring and observability tools to proactively identify risks and opportunities for improvement.
Drive automation and AIOps initiatives to improve operational efficiency.

Service Improvement & Governance

Work with team to develop and execute service improvement plans.
Analyze service trends and operational metrics to identify improvement opportunities.
Conduct Root Cause Analysis (RCA) reviews and track corrective actions.
Ensure compliance with audit, security, risk, and operational governance standards.

Qualifications

Skills and experience

10+ years of IT Services experience.
5+ years leading Application Support or Managed Services engagements.
Experience managing 24x7 production support teams.
Experience supporting Banking, Financial Services, or highly regulated industries preferred.
Proven experience managing multiple workstreams, support contracts, or service towers.

Technical Knowledge

Strong understanding of application lifecycle management and production support operations.
Working knowledge of:
- How Enterprise applications work
- Middleware platforms
- Databases
- IT Infrastructure concepts (OCP, On Prem, Cloud, etc.)
- Cloud environments (Azure/AWS preferred)
Hands-on exposure to monitoring and observability tools such as:
- Dynatrace
- Splunk
- Azure Monitor

Service Management

Strong knowledge of ITIL framework and operational best practices.
Experience managing:
- Incident Management
- Problem Management
- Change Management
- Service Reporting
- SLA Governance

Leadership & Communication

Excellent stakeholder management and executive communication skills.
Strong presentation and reporting capabilities.
Ability to manage client escalations and complex operational situations.
Experience leading globally distributed teams.

Preferred Qualifications

ITIL Foundation or ITIL Managing Professional certification.
Experience with Banking applications, payment systems, lending systems, cards, or core banking platforms.
Experience implementing automation and AIOps solutions.
Experience managing vendor and subcontractor relationships.

Key Success Metrics

SLA Compliance
Service Availability
MTTR Reduction
Incident Volume Reduction
Client Satisfaction Scores
Team Utilization and Retention
Successful Delivery of Continuous Improvement Initiatives
Contractual and Financial Performance

Compensation at Avanade varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Avanade provides a reasonable range of compensation, based on full-time employment, for roles that may be hired as set forth below.

The recruiting efforts for this position are intended to fill a brand new position.

The base pay range shown below is intended as a guideline to reflect the majority of offers for this rol.

It does not represent a maximum limit - in some cases, actual compensation may exceed the range where appropriate.

See more information on our benefits here: Canada Employee Benefits Avanade

Role Location Annual Salary Range

British Columbia/Ontario/ New Brunswick               $144,800 to $171,950

Apply About employer

More about this job

Responsibilities

Lead 24x7 managed application support delivery across multiple client engagements, ensuring SLA and KPI performance, operational governance, incident response, and compliance with client and regulatory requirements. Manage client relationships and offshore teams while driving service improvements, automation, operational stability, and effective resolution of escalations.

Requirements

Requires 10+ years of IT services experience and 5+ years leading application support or managed services, including 24x7 production support and globally distributed teams. Candidates should have strong ITIL and service management expertise, application and infrastructure knowledge, stakeholder communication skills, and familiarity with cloud and monitoring tools; banking or other regulated-industry experience is preferred.

Skills

Service Delivery Management
Managed Application Support
ITIL
Incident Management
Problem Management
Change Management
Availability Management
SLA Governance
Major Incident Management
Root Cause Analysis
Service Reliability Engineering
Team Leadership
Service Improvement
Monitoring and Observability
Automation and AIOps

Visa sponsorship

Not detected in the job text

Keywords

Managed Application Support
Service Delivery Governance
ITIL
Service-Level Agreements
Key Performance Indicators
24x7 Production Support
Incident Management
Problem Management
Change Management
Availability Management
Major Incident Bridges
Service Reliability Engineering
Root Cause Analysis
Continuous Improvement
Middleware
Databases
IT Infrastructure
OpenShift
On-Premises
Cloud Environments
Azure
AWS
Dynatrace
Splunk
Azure Monitor
Automation
AIOps
Banking
ITIL Foundation

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