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Added 14 mins ago
JH
Assistant District Manager
Jackson Hewitt Tax Service Inc.
Vancouver, BC
- Full-time
…energetic and motivated Assistant District Manager (ADM) to help lead multiple tax office locations throughout the Greater Charlotte…
Added 14 mins ago
NS
2627-215 - Business Analytics Developer (CL3) - Central Office
Nova Scotia Community College - NSCC
Halifax, NS
- Full-time
This is an entry level position. While extensive professional experience is not required, candidates must demonstrate:
Added 14 mins ago
LI
Product Manager
Lotus IT Solutions
Toronto, ON
- Contract
Conduct discovery work to gain a deep understanding of customer experience, identify product gaps, and generate ideas to improve outcomes
Added 14 mins ago
RP
Leasing Manager
Royal Premier Homes
London, ON
- Full-time
Lead lease-up and renewals: Plan and carry out leasing strategies built around the academic calendar for Western University and Fanshawe College, including pre-leasing, renewal campaigns…
Added 14 mins ago
LI
UX Designer
Lotus IT Solutions
Toronto, ON
- Contract
…engagement in Toronto. In this role, the successful consultant will lead user experience design initiatives across digital products and platforms, working closely with cross-functional…
Added 14 mins ago
VD
Merchandising Planning and Project Analyst
Vast-Auto Distribution
Brampton, ON
- Full-time
Organize and lead Project Planning meetings that coordinate product related projects across the organization.
Added 14 mins ago
SM
RQ11539 – UX Designer – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Senior UX Designer with experience creating intuitive, user-friendly, and visually appealing digital experiences for web and mobile applications. The ideal candidate will…
Added 14 mins ago
WR
Account Executive
WOW Recruitment
Toronto, ON
- $80,000 to $90,000 CAD / year
- Full-time
Experience: in sales, account management, client services, recruitment, agency, customer success, or another client-facing role is highly regarded.
Added 14 mins ago
KK
KidStrong Coach - Parties & Events
KidStrong Kleinburg
Kleinburg, ON
- $18 to $21 CAD / hour
- Part-time
…organized, safe, and running smoothly. As a KidStrong Coach, you'll lead exciting activities, engage with families, and make sure every birthday kid feels like a…
Added 28 mins ago
BP
Server
Boston Pizza
Calgary, AB
- Full-time
Servers lead the Guest Experience at the table and ensure our Guests have everything they need from appitizers to desserts. Masters of situational service, they tailor their style to meet…
Added 28 mins ago
TC
Senior Manager PA and DPM - 12 Months Contract- Express Scripts Canada
The Cigna Group
Mississauga, ON
- Full-time
Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role.
Added 44 mins ago
Merchandising Planning and Project Analyst
Vast auto Distribution
Brampton, ON
Organize and lead Project Planning meetings that coordinate product related projects across the organization.
Added 58 mins ago
A
Client Service Representative - Strathmore (12 Month Term)
ATB
Strathmore, AB
- Full-time
Proven customer service and/or sales experience.
Added 58 mins ago
A
Senior Manager, Quality Assurance Services
ATB
Calgary, AB · Edmonton, AB
- Full-time
…truly thrive. Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. This is the place for purpose-driven individuals ready…
Added 58 mins ago
A
Full Stack Software Developer
ATB
Calgary, AB · Edmonton, AB
- Full-time
…truly thrive. Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. This is the place for purpose-driven individuals ready…
Added 58 mins ago
A
Everyday Banking Advisor - Calgary Stephen Avenue
ATB
Calgary, AB
- Full-time
…truly thrive. Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. This is the place for purpose-driven individuals ready…
Added 58 mins ago
S
Services Lead, Stores - Full Time
sephora.com
Vancouver, BC
- $22.85 to $28.55 CAD / hour
- Full-time
As a Services Lead, you will be supporting all departments on the sales floor within a specific Sephora location. Departments at a Sephora store include Skincare, Sephora Collection or…
Added 58 mins ago
S
Stage Experience Lead - Full Time
sephora.com
Grande Prairie, AB
- $20 to $23.55 CAD / hour
- Full-time
The Stage Experience Lead - Full Time will be assigned to oversee all sales floor departments within a specific Sephora location. This can include Beauty, Skincare, Fragrance & Haircare or…
Added 58 mins ago
S
District Asset Protection Manager
sephora.com
Remote, Canada
- Full-time
- Remote
…the world. Our constant innovation, our ability to see and lead trends, and our focus on providing an outstanding customer experience make us the most-loved beauty community and top of mind…
Added 58 mins ago
W
Senior Mechanical Engineer
Worley
Vancouver, BC
- Full-time
…through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating complexity as they meet today's needs and transition…
Added 58 mins ago
M
Customer Experience Engineer / M365
Microsoft
Toronto, ON
- Full-time
We are looking for passionate candidates with experience deploying M365 Services for large organizations to help us redefine the customer support experience.
Added 58 mins ago
M
Metro Estimating Lead
Microsoft
Goodwood, ON · Toronto, ON
- Full-time
…is on smart growth, high efficiency, and delivering trusted experience to customers and partners worldwide. We are looking for a passionate individual to help build the network that powers…
Added 58 mins ago
M
Cloud & AI Platform Sales Specialist
Microsoft
Toronto, ON
- Full-time
…cloud services can deliver digital transformation. You will lead a virtual team of sales, technical, and services resources to help customers realize transformation through cloud computing.…
Added 58 mins ago
SC
store manager, Truro, New Glasgow, NS
Starbucks Coffee Company
New Glasgow, NS · Truro, NS
- $59,400 to $78,450 CAD / year
- Full-time
3 years retail / customer service management experience
Added 58 mins ago
SC
store manager, Halifax, NS
Starbucks Coffee Company
Halifax, NS
- $59,400 to $78,450 CAD / year
- Full-time
3 years retail / customer service management experience

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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