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Added 22 mins ago
A
Java Full Stack Lead
Accenture
Mississauga, ON
- Full-time
Lead full-stack application development initiatives following engineering best practices, coding standards, security requirements, and architectural guidelines.
Added 3 hours ago
NW
Associate Engineer/Scientist/Technical Officer
Nuclear Waste Management Organization
Ignace, ON
- Full-time
…of Wabigoon Lake Ojibway Nation and the Township of Ignace. Infrastructure planning and development are underway to support this transition and ensure that both the community and our…
Added 4 hours ago
Powerhouse Lead (Civil)
Aecon
Fredericton, NB
Aecon delivers some of the most complex and impactful infrastructure projects - from transformative transportation networks to critical energy, industrial and nuclear programs. The projects…
Added 5 hours ago
O
National Accounts Director
OPENLANE
Brampton, ON
- $100,000 to $125,000 CAD / year
- Full-time
Commercial Account Infrastructure: Deep comprehension of B2B client onboarding processes, service level agreement (SLA) monitoring, and retention management frameworks on a national scale.
Added 5 hours ago
IP
Warehouse Associate
Integrated Power Services
ON · Ontario, Canada
- $20 to $22 CAD / hour
- Full-time
…management solutions to enhance the reliability of critical infrastructure across North America and the United Kingdom. We serve over 40,000 essential customer locations, from renewable…
Added 5 hours ago
DG
Superviseur des services alimentaires
Dexterra Group
Sainte-Anne-de-Bellevue, QC
- Full-time
…service. Essential Functions and Responsibilities: Assist the team lead in supervising food service operations. Ensure accurate cash handling, manage associates, and train staff. Assist…
Added 5 hours ago
A
Senior Project Engineer - Minerals and Metals
Ausenco
Burlington, ON
- Full-time
…innovative, value-add consulting studies, project delivery, asset operations and maintenance solutions to the mining & metals, oil & gas, and industrial…
Added 5 hours ago
Marine Coordinator
Aecon
Fredericton, NB
Aecon delivers some of the most complex and impactful infrastructure projects - from transformative transportation networks to critical energy, industrial and nuclear programs. The projects…
Added 5 hours ago
Site Services Lead
Aecon
Fredericton, NB
Aecon delivers some of the most complex and impactful infrastructure projects - from transformative transportation networks to critical energy, industrial and nuclear programs. The projects…
Added 5 hours ago
Site Services Coordinator
Aecon
Fredericton, NB
Aecon delivers some of the most complex and impactful infrastructure projects - from transformative transportation networks to critical energy, industrial and nuclear programs. The projects…
Added 5 hours ago
Senior Technical Delivery Manager - Web & Cloud Platforms
Rogers Communications
Toronto, ON
As Senior Technical Delivery Manager, you will build and lead high-performance engineering teams that deliver and run our Web, Services, Middleware and Cloud Native platforms. You will own…
Added 5 hours ago
A
Senior Electrical Engineer, Data Centers
AECOM
Markham, ON
- $125,000 to $175,000 CAD / year
- Full-time
…helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for…
Added 5 hours ago
A
Senior Mechanical Engineer, Data Centers
AECOM
Markham, ON
- $125,000 to $175,000 CAD / year
- Full-time
…helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for…
Added 6 hours ago
FH
Lead, Health Informatics
Fraser Health
Surrey, BC
- Full-time
The Virtual Infrastructure team at Fraser Health is looking for a Cloud Engineer to join our team. This role plans, designs, implements, and supports secure and reliable cloud solutions.…
Added 6 hours ago
EG
Sales Manager
EESS Global - Canada
Langley (District), BC · Langley, BC
- Full-time
The Sales Manager will lead sales activities for security and surveillance solutions, focusing on generating new business and expanding existing accounts in Langley, BC. This full-time,…
Added 6 hours ago
S
Railway Systems Integration Specialist
SYSTRA
Toronto, ON
- Full-time
…Corridors and Extensions) or between Railway Systems and Civil infrastructure. The role responsibility for system integration within the corridor and provides technical support to the…
Added 7 hours ago
AS
Lead Analyst, IT Vendor Management - P5
Apex Systems
Toronto, ON
- $100 to $115 USD / hour
- Contract
Location: Mississauga, Ontario, Canada | Job Grade: P5, Lead | Employment Type: Contract to hire
Added 7 hours ago
W
Senior Associate Management Consultant
Worley
Vancouver, BC
- Full-time
…across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating…
Added 7 hours ago
VD
Merchandising Planning and Project Analyst
Vast-Auto Distribution
Brampton, ON
- Full-time
…will own the planning rhythm, project tracking, and process infrastructure that keeps the team moving forward efficiently and…
Added 7 hours ago
SM
RQ11599 – Technology Architect – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
…technology architecture, Oracle database administration, middleware operations, infrastructure planning, system integration, and business intelligence solutions. The ideal candidate will…
Added 8 hours ago
Merchandising Planning and Project Analyst
Vast auto Distribution
Brampton, ON
…will own the planning rhythm, project tracking, and process infrastructure that keeps the team moving forward efficiently and…
Added 8 hours ago
W
Senior Mechanical Engineer
Worley
Vancouver, BC
- Full-time
…across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating…
Added 8 hours ago
M
Metro Estimating Lead
Microsoft
Goodwood, ON · Toronto, ON
- Full-time
Microsoft Cloud Operations + Innovation (CO+I) is the team behind the cloud. CO+I is responsible for delivering over 200 Microsoft web portals, Live and Online Services around the world…
Added 8 hours ago
S
HR Representative
SLB
Calgary, AB
- Full-time
SLB is seeking a motivated DCN HR Representative to support our Data Center infrastructure solutions business. The HR Representative is responsible for providing support to line managers in…
Added 8 hours ago
EC
IT Operations US & Canada Business Relationship Manager
Eaton Corporation
Airdrie, AB · Calgary, AB · Burlington, ON
- Full-time
Eaton’s Electrical sector is currently seeking an IT Operations Business Relationship Manager (US and Canada) to join our PCS (Protection, Control and Solutions) team. This position can…

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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