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Added 2 hours ago
MC
Bilingual Donor Care Representative (12-month contract)
Make-A-Wish Canada
Calgary, AB
- Full-time
This role can be based in Calgary, London or Saskatoon and is a full-time, 12-month contract, onsite position. The hiring range for this role is $45,000-$50,000.
Added 3 hours ago
K
Director, US Immigration
KPMG
ON · Toronto, Ontario
- Full-time
…Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication…
Added 3 hours ago
UO
Student Services Support Coordinator
University of Waterloo
Stratford, ON · Digital Media Stratford
- Full-time
At the University of Waterloo, we create and promote a culture where everyone can reach their full potential. As an employee, you get support & opportunities that empower you to advance…
Added 4 hours ago
KC
Director, US Immigration
KPMG Canada
Toronto, ON
- Full-time
…Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication…
Added 4 hours ago
D
Senior Advisor, Business development and sales support
Desjardins
Laval, QC · Montreal, QC · Saint-Jérôme, QC
- Full-time
The work mode arrangement for the position is full-time on site.
Added 5 hours 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 5 hours ago
T
Developing Investment Advisor
TD
London, ON
- Full-time
…expertise to structure portfolios to achieve results? As Investment Advisor, you will provide a full range of investment solutions and wealth advice to high net worth clients. You will…
Added 6 hours ago
S
Services Lead, Stores - Full Time
sephora.com
Vancouver, BC
- $22.85 to $28.55 CAD / hour
- Full-time
…execute Sephora’s selling model and provide outstanding client service so that the store achieves and exceeds company objectives. In addition, you…
Added 6 hours ago
I
Territory Account Manager V
Insight
Montreal, QC
- Full-time
…universitaires de commerce, des formations en vente, des formations au service client ou à l'industrie informatique sont…
Added 7 hours ago
TG
Analyst
The Global Institute for Health and Human Rights
Chatham-Kent, ON · Chatham, ON
- Volunteer
Ability to start full-time employment on July 12, 2027.
Added 7 hours ago
T
Developing Investment Advisor (Vancouver Island)
TD
Victoria, BC
- Full-time
TD Wealth Private Investment Advice (TDW PIA) is one of Canada's premier full-service brokerage firms for clients who want to stay involved in decisions about their portfolios. TDW PIA…
Added 7 hours 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 7 hours ago
RB
Banking Advisor - Brampton & Mississauga (Bilingual: Mandarin, Cantonese, Arabic, Tagalog)
Royal Bank of Canada
ON · BRAMPTON, Ontario
- Full-time
Respond to client-initiated contact, assisting them with a full range of financial transactions
Added 7 hours ago
PA
Automotive Sales Representative
Pfaff Automotive Partners Inc.
Thornhill, ON
- Full-time
Health Benefits – full-time employees have access to health, dental, long-term disability and life insurance.
Added 7 hours ago
PA
Service Advisor
Pfaff Automotive Partners Inc.
Guelph, ON
- Full-time
…outstanding automotive experiences. We are searching for a customer service driven individual to work alongside our team as a Service Advisor. Our dealership has been recognized by…
Added 8 hours ago
A
Service Delivery Manager
Avanade
Toronto, ON
- Full-time
…Avanade provides a reasonable range of compensation, based on full-time employment, for roles that may be hired as set forth…
Added 8 hours ago
PH
Family Practitioner, Forensic Assertive Community Treatment (FACT), Forensic Psychiatric Regional Clinics - Surrey, BC
Provincial Health Services Authority
Surrey, BC
- Part-time
…Community Treatment team (FACT). FACT is a newly established service delivery model intended for clients with enhanced care needs who are involved in the criminal justice system. The FACT…
Added 8 hours ago
BA
SALES - PRODUCT ADVISOR
Birchwood Automotive Group
Winnipeg, MB · Greater Winnipeg Metropolitan Area
- Full-time
Sales is not your typical Monday to Friday job, customer satisfaction is your number one priority. The role is a full time position and includes working one evening per week (Monday or…
Added 8 hours ago
BB
Associé(e) des ventes au détail (Temps plein) / Retail Sales Associate (Full Time)
Best Buy Canada
Mascouche, QC
- Full-time
Aider les clients à trouver le produit ou le service idéal et répondre à leurs questions
Added 8 hours ago
RB
Client Advisor - Brampton (Bilingual: Arabic, Tagalog)
Royal Bank of Canada
ON · BRAMPTON, Ontario
- Full-time
…moments that matter. We value each person’s unique customer service style and encourage you to bring your best to our clients every…
Added 8 hours ago
RB
Client Advisor - Brampton & Mississauga (Bilingual: Mandarin, Cantonese, Arabic, Tagalog)
Royal Bank of Canada
Mississauga, ON
- Full-time
Client Advisor - Mississauga (Bilingual Mandarin/ Cantonese, Arabic, Tagalog)
Added 8 hours ago
S
Associate Customer Success Manager - French
ServiceNow
Montreal, QC
- Full-time
This is the level at which the CSM operates as a confident advisor - overriding agent-recommended plays where customer context demands, leading Customer Business Reviews at Director and…
Added 8 hours ago
CU
Full Stack Web/Multimedia/Mobile Developer
Carleton University
Ottawa, ON
- Other
…update your current union status in your candidate profile each time you apply for a vacant position. Internal “unionized” candidates with priority status will be given first consideration.…
Added 8 hours ago
OA
Reception Associate - OpenRoad Audi Boundary
OpenRoad Auto Group
Burnaby, BC
- Full-time
Comprehensive extended health and dental plan (applicable for full-time positions only)
Added 9 hours ago
N(
Director, Employee and Labour Relations
NAIT (Northern Alberta Institute of Technology)
AB · Edmonton, AB
- Full-time
Applications must be submitted by 11:59pm MST on the day before the posting end date shown above, as Workday automatically closes postings at that time.

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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