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Added 13 mins ago
J
Indigenous Procurement Specialist
Jacobs
Kitchener, ON
- $80,000 to $115,000 USD / year
- Full-time
Lead sourcing activities Manage prequalification’s, RFPs, bidder clarifications, evaluations, and contract negotiations.
Added 13 mins ago
J
Indigenous Procurement Specialist
Jacobs
Calgary, AB
- $80,000 to $115,000 USD / year
- Full-time
Lead sourcing activities Manage prequalification’s, RFPs, bidder clarifications, evaluations, and contract negotiations.
Added 13 mins ago
J
Indigenous Procurement Specialist
Jacobs
London, ON
- $80,000 to $115,000 USD / year
- Full-time
Lead sourcing activities Manage prequalification’s, RFPs, bidder clarifications, evaluations, and contract negotiations.
Added 13 mins ago
J
Indigenous Procurement Specialist
Jacobs
Toronto, ON
- $80,000 to $115,000 USD / year
- Full-time
Lead sourcing activities Manage prequalification’s, RFPs, bidder clarifications, evaluations, and contract negotiations.
Added 13 mins ago
J
Indigenous Procurement Specialist
Jacobs
Ottawa, ON
- $80,000 to $115,000 USD / year
- Full-time
Lead sourcing activities Manage prequalification’s, RFPs, bidder clarifications, evaluations, and contract negotiations.
Added 13 mins ago
J
Indigenous Procurement Specialist
Jacobs
AB · Edmonton, AB
- $80,000 to $115,000 USD / year
- Full-time
Lead sourcing activities Manage prequalification’s, RFPs, bidder clarifications, evaluations, and contract negotiations.
Added 13 mins ago
PG
Production Supervisor
Pangeo Group
Vaughan, ON
- $70,000 to $90,000 CAD / year
- Full-time
As Production Supervisor, you lead a shift team across die casting, foundry, CNC machining and assembly, and you are accountable for safety, quality, productivity and on-time delivery on…
Added 13 mins ago
J
Indigenous Procurement Specialist
Jacobs
Montreal, QC
- $80,000 to $115,000 USD / year
- Full-time
Lead sourcing activities Manage prequalification’s, RFPs, bidder clarifications, evaluations, and contract negotiations.
Added 13 mins ago
J
Indigenous Procurement Specialist
Jacobs
Winnipeg, MB
- $80,000 to $115,000 USD / year
- Full-time
Lead sourcing activities Manage prequalification’s, RFPs, bidder clarifications, evaluations, and contract negotiations.
Added 13 mins ago
WI
HSE Site Representative
WSP in Canada
MB · Manitoba, Canada
- Full-time
Build the Future With Us - Take your health and safety expertise into the field and help support safe project delivery in Canada’s North.
Added 13 mins ago
J
Indigenous Procurement Specialist
Jacobs
Burnaby, BC
- $80,000 to $115,000 USD / year
- Full-time
Lead sourcing activities Manage prequalification’s, RFPs, bidder clarifications, evaluations, and contract negotiations.
Added 14 mins 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 14 mins ago
M
Director, Brand
Manulife
Halifax, NS · Toronto, ON · Waterloo, ON · Montreal, QC
- Full-time
Lead the end-to-end creative and content process for the Canada Segment, from brief and concept development through production and final delivery.
Added 28 mins ago
CU
Senior HR Advisor - Projects
Concordia University of Edmonton
AB · Edmonton, AB
- Full-time
Strategic HR Projects: Lead assigned institutional, HR and cross-functional projects aligned with CUE’s strategic priorities, under the direction of HR leadership. Partner with and support…
Added 28 mins ago
SR
Software Architect
Swim Recruiting
Vancouver, BC
- $100 to $115 CAD / hour
- Contract
…present options with clear tradeoffs to project leadership, lead architecture governance, and partner closely with engineers and product teams. You’ll also serve as a senior escalation…
Added 28 mins ago
S
Sr. Staff Technical Program Manager - Ads (Canada )
Shopify
Canada
- Full-time
Shopify's Technical Program Managers (TPMs) lead large-scale technical programs that build exceptional products for our merchants, enable entrepreneurship, and create new value for the…
Added 28 mins ago
C
Software Developer
Cisco
Ottawa, ON · Kanata, Ontario
- Full-time
…Cisco Catalyst Center. In this role, you will architect and lead the development of unified management solutions that bridge cloud-native Cisco Cloud Control environment with on-premises…
Added 28 mins ago
RB
Senior Director, Mid-Market Leveraged Finance
Royal Bank of Canada
Vancouver, BC
- Full-time
…Corporate Client Group (CCG) objectives through the structuring, delivery and management of leveraged lending principally to Private Equity (PE) owned/backed companies. The Leveraged…
Added 43 mins ago
BH
Senior Solution Architect
BC Hydro
Burnaby, BC
- $131,100 to $165,800 CAD / year
- Full-time
Lead the design, governance, and oversight of innovative architectures for high risk/impact/complexity, cross-functional technology projects and initiatives by completing solution…
Added 43 mins ago
TU
Programmer Analyst II
The University of British Columbia
Vancouver, BC
- $8,810.92 to $13,202.5 CAD / month
- Full-time
The incumbent is a member of the Enterprise Automation and Solution Delivery (EASD) team, reporting to the Senior Manager, EASD. Work may also be directed and reviewed by a Delivery Manager…
Added 43 mins ago
OH
Senior Product Manager
Ontario Health | Santé Ontario
ON · Ontario, Canada
- Full-time
Champion continuous improvement in product management and agile practices across product teams, identifying opportunities to improve product delivery and lead time.
Added 43 mins ago
A
Delivery Lead
Avanade
Toronto, ON
- Full-time
Responsible for ensuring successful delivery of projects as measured by schedule, budget, customer satisfaction and deliverable quality performance measures. This role will actively support…
Added 43 mins ago
CC
Operations Manager
Carlson Construction Group
North Vancouver, BC
- $140,000 to $160,000 CAD / year
- Full-time
Lead the Fleet. Drive Performance. Shape the Future.
Added 43 mins ago
PA
Automotive Sales Representative
Pfaff Automotive Partners Inc.
Thornhill, ON
- Full-time
Guide customers through the entire sales process from initial contact to vehicle delivery.
Added 43 mins ago
PA
Automotive Sales Consultant
Pfaff Automotive Partners Inc.
Thornhill, ON
- Full-time
Guide customers through the complete sales process, from initial inquiry to vehicle delivery.

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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