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Added 9 mins ago
TG
Analyst
The Global Institute for Health and Human Rights
Chatham-Kent, ON · Chatham, ON
- Volunteer
A Platform for Long-Term Growth: As you develop expertise and judgment, you’ll take on more responsibility, manage client relationships, and contribute to thought leadership. The skills you…
Added 9 mins ago
BG
Technicien·ne d’atelier - Manutention | Heavy Equipment Technician - Material Handling
Brandt Group of Companies
Saint-Augustin-de-Desmaures, QC
- Full-time
Brandt est une entreprise privée et familiale, guidée par le client. Notre solidité repose sur la diversification de nos activités et notre succès sur la spécialisation de nos expertises.…
Added 24 mins ago
T
Developing Investment Advisor (Vancouver Island)
TD
Victoria, BC
- Full-time
…interpersonal areas to accelerate your path to building a successful client portfolio serving our high-net-worth clients. The program includes enhanced coaching and training and offers…
Added 24 mins ago
RB
Evergreen Client/Banking Advisor
Royal Bank of Canada
Cochrane, AB
- Full-time
Client Advisor Intern – Job ID Code 2251 | Client Advisor – Job ID Code 2252
Added 39 mins ago
GR
Account Manager
G&A Robot
Burnaby, BC
- Full-time
1-2 years of experience in an account management, client services or customer success role (B2B preferred) and/or post-secondary education in Business, Sales or Marketing
Added 39 mins ago
PA
Automotive Sales & Finance Consultant
Pfaff Automotive Partners Inc.
Mississauga, ON
- Full-time
If you’re competitive, relationship-driven, and motivated to build your success in the luxury automotive industry, we want to hear from you.
Added 1 hour ago
A
Service Delivery Manager
Avanade
Toronto, ON
- Full-time
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…
Added 1 hour ago
B
Cleaner
BGIS
Barrhead, AB
- Part-time
Key Responsibilities: Functioning as a core member of the operational team and reporting to the Manager/ Supervisor as a Cleaner you may be required to perform some of the following tasks…
Added 1 hour ago
A
Consultant(e) en intégration (Bilingue) - Integration Consultant (Bilingual)
ADP
Toronto, ON · Etobicoke, ON
- $75,200 to $125,200 CAD / year
- Other
Soutenir les initiatives d’amélioration continue visant les processus d’intégration, les outils et l’expérience client.
Added 1 hour ago
A
Consultant(e) en intégration (Bilingue) - Integration Consultant (Bilingual)
ADP
Montreal, QC
- $75,200 to $125,200 CAD / year
- Other
Soutenir les initiatives d’amélioration continue visant les processus d’intégration, les outils et l’expérience client.
Added 1 hour ago
A
Automation Controls Associate Manager
Accenture
Calgary, AB · Vancouver, BC · Mississauga, ON · Ottawa, ON · Toronto, ON
- Full-time
· Maintain and improve client relationships with all engineering disciplines and identify and develop new business opportunities.
Added 1 hour ago
T
Credit Analyst I
TD
Vancouver, BC
- Full-time
TD Wealth is focused on the delivery of legendary client experiences to Mass Affluent and High-Net Worth clients through an integrated team of professionals across Private Investment…
Added 1 hour ago
RB
Senior Manager, Operational Risk / IT Risk and Compliance
Royal Bank of Canada
Toronto, ON
- Full-time
Senior Manager Operational Risk / IT Risk and Compliance is responsible for supporting the management of Operational Risk and Technology / Cyber Risk supporting the broader Payments…
Added 1 hour ago
CC
Manager, Premium Services (Rogers Place)
Compass Canada
Edmonton, AB
- Full-time
…food and beverage experiences for our partners and guests. Our success is driven by strong leadership, operational excellence, and a collaborative, people-first…
Added 1 hour ago
B
Facility Manager III
BGIS
Toronto, ON
- Full-time
…drive innovation for our clients’ businesses. Globally, we manager over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East,…
Added 1 hour ago
P
Senior Analyst, Marketing Science
PHD
Toronto, ON
- Full-time
…Offering. We Work To Connect The Media We Plan And Execute With Our Client’s Business Outcomes. Establishing That Relationship Requires Data-focused Capabilities Across 3…
Added 1 hour ago
LW
Compliance Officer
Leith Wheeler Investment Counsel Ltd. | Leith Wheeler Conseils en investissements
Vancouver, BC
- Full-time
…filings and other compliance tasks to help deliver a positive client experience and to improve operational…
Added 1 hour ago
B
Regional Operations Manager, Cleaning Services
BGIS
Calgary, AB
- Part-time
Job Summary: Under the general supervision of the Regional Director of Operations the Regional Manager performs a variety of management tasks with emphasis on customer satisfaction and…
Added 1 hour ago
B
Finance Manager
BGIS
Markham, ON
- Full-time
Finance Manager is accountable for financial reporting, financial planning and analysis, process development and internal control adherence for a large CBG. The candidate should have a…
Added 1 hour ago
Branch Manager
Talent Acquisition Team at Westland Insurance. Text reply only.
Winnipeg, MB
As a Branch Manager, you're a collaborative sales leader with a genuine passion for the client experience and your team members. You're responsible for all our daily office operations.…
Added 1 hour ago
W
Senior Manager, Supply Chain
Worley
Calgary, AB
- Full-time
Reporting functionally to the Supply Chain Director, the Senior Supply Chain Manager leads the delivery of integrated supply chain activities from planning and strategy development through…
Added 2 hours ago
A
Senior IT Auditor
Aviso
Toronto, ON
- $83,000 to $100,000 CAD / year
- Full-time
Reporting to the Manager, Technology Internal Audit the Senior IT Internal Auditor is responsible for facilitating a systematic and ongoing internal evaluation of risk management, internal…
Added 2 hours ago
SR
Technical Program Manager
Swim Recruiting
Vancouver, BC
- $95 to $110 CAD / hour
- Contract
As a result of growth and investment in technology our client is looking for a program manager to lead technical delivery of a large-scale transformation program running through 2027. The…
Added 2 hours ago
CS
Store Manager - Diesel Yorkdale
CALZATURIFICIO STEPHEN S.R.L.
Toronto, ON
- Full-time
The Store Manager builds and develops a high-performing team, sets the service standard on the floor, and cultivates lasting client relationships that drive repeat business and local market…
Added 2 hours ago
R
Evergreen Client/Banking Advisor
RBC
Cochrane, AB
- Full-time
Client Advisor Intern – Job ID Code 2251 | Client Advisor – Job ID Code 2252

Avanade

Service Delivery Manager

Toronto, ON, Canada

Full-time

Apply About employer

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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

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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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