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Added 14 mins ago
BH
Non-Profit Portfolio Manager
BC Housing
Burnaby, BC
- Full-time
…partnerships with housing and service providers to provide the highest quality of stable, safe, and affordable housing and housing-related services. He/She/They provides education,…
Added 29 mins ago
IH
Administrative Assistant II | Quality & Patient Safety
Interior Health Authority
BC · British Columbia, Canada
- Full-time
This role mainly supports the Executive Director for Quality, Patient Safety (which includes the Patient Care Quality Office, Patient Safety, Accreditation, Infection Prevention and Control…
Added 29 mins ago
IH
Administrative Assistant | Medical Administration
Interior Health Authority
BC · British Columbia, Canada
- Full-time
This is a unique opportunity to support Senior Medical Directors and contribute to the delivery of high-quality healthcare services across the organization. As a key member of the team, you…
Added 29 mins ago
S
Sr. Staff Technical Program Manager - Ads (Canada )
Shopify
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- Full-time
…communication to engineers, cross-functional partners, and executive leadership, ensuring the right decisions happen at the right…
Added 29 mins ago
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Apprentice II - Culinary Unrestricted (Full-time)
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Victoria, BC
- Full-time
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Added 43 mins ago
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Sales Executive
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Added 44 mins ago
CS
Manager, Supply Chain Operations and Analytics
Canadian Standards Association
Toronto, ON
- $100,890 to $132,416 CAD / year
- Full-time
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Added 59 mins ago
IW
Senior Analyst Finance
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MB · Manitoba, Canada
- Full-time
…week in the office, connecting, collaborating, and enjoying quality time with your amazing colleagues! Our Values: Be better; we strive for improvement in everything we do. Be accountable;…
Added 59 mins ago
IW
AVP HR Service Delivery & Technology
IG Wealth Management
ON · Ontario, Canada
- Full-time
…week in the office, connecting, collaborating, and enjoying quality time with your amazing colleagues! Our Values: Be better; we strive for improvement in everything we do. Be accountable;…
Added 1 hour ago
A
Service Delivery Manager
Avanade
Toronto, ON
- Full-time
Drive continuous improvement initiatives to enhance service quality, productivity, automation, and customer satisfaction.
Added 1 hour ago
CC
Manager, Premium Services (Rogers Place)
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Edmonton, AB
- Full-time
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Added 1 hour ago
J
Intermediate Recruiter - Edmonton
Jardeg
AB · Edmonton, AB
- Full-time
…ranging from Project Coordinators through Project Directors and executive/C-suite positions, as well as a broad range of corporate…
Added 1 hour ago
M
Back of House - Line Cook
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- Full-time
Our menu, continuously developed by our Executive Chef, features globally inspired flavors and fresh, high quality ingredients. Our passion for the culinary arts and hospitality is evident…
Added 1 hour ago
SH
Back of House - Line Cook
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Sherwood Park, AB
- Full-time
Our menu, continuously developed by our Executive Chef, features globally inspired flavors and fresh, high quality ingredients. Our passion for the culinary arts and hospitality is evident…
Added 1 hour ago
M
Back of House - Line Cook
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Calgary, AB
- Full-time
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Added 1 hour ago
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Our menu, continuously developed by our Executive Chef, features globally inspired flavors and fresh, high quality ingredients. Our passion for the culinary arts and hospitality is evident…
Added 1 hour ago
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Senior Manager, Supply Chain
Worley
Calgary, AB
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Added 2 hours ago
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Clinical Quality & Safety Senior Consultant
Primary Care Alberta
AB · Alberta, Canada
- Full-time
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Added 2 hours ago
A
Senior Product Manager, Interoperability
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Toronto, ON
- Full-time
…challenge. Whether you’re delivering a compelling pitch to a senior executive, drawing fresh insights from analytics data, resolving a customer issue, or collaborating with a development…
Added 2 hours ago
A
Senior Product Manager, Interoperability
Autodesk
Toronto, ON
- Full-time
…challenge. Whether you’re delivering a compelling pitch to a senior executive, drawing fresh insights from analytics data, resolving a customer issue, or collaborating with a development…
Added 2 hours ago
HT
Director, Finance (CSM)
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- Full-time
…values. We are dedicated to offering our customers the highest quality products and services and are looking for people with the inspiration and talent to develop with us as we pursue our…
Added 2 hours ago
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Communication Coordinator
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Added 2 hours ago
GC
Executive Presentation Design & Consulting Specialist
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Added 2 hours ago
A
Director, Compensation and Benefits
AgeCare
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- Full-time
Partner with executive leadership to shape and execute AgeCare’s total rewards strategy, translating business priorities, workforce needs, and market insights into competitive, equitable,…
Added 2 hours ago
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Analyst, Operational Performance / Hybrid
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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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