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Added 13 mins ago
A
Senior Manager, Quality Assurance Services
ATB
Calgary, AB · Edmonton, AB
- Full-time
As ATB’s next Senior Manager, QA Services, you will have a unique opportunity to lead, manage and coach the Salesforce QA Services team to deliver world class experiences to our team…
Added 13 mins ago
A
Full Stack Software Developer
ATB
Calgary, AB · Edmonton, AB
- Full-time
At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what…
Added 13 mins ago
F
Principal Process Specialist
Fluor
Vancouver, BC
- Full-time
May lead a process team on a project overseeing design of several process areas or units to develop drawings and specifications for study, feasibility, Front End Engineering Development…
Added 28 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 43 mins ago
HN
Production Manager
Hartmann North America
Brantford, ON
- $115,000 to $135,000 CAD / year
- Full-time
The role operates as a key member of the site leadership team, partnering cross-functionally to drive continuous improvement and operational excellence in a dynamic 24/7 operation. The…
Added 43 mins ago
W
Maintenance Supervisor (Manufacturing)
Wonderbrands
Concord, ON
- Other
The Maintenance Leader - Supervisor assumes the role of a technical leader and has overall responsibility of the maintenance team for ensuring timely and quality repair of equipment,…
Added 58 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 58 mins ago
CC
Operations Manager
Carlson Construction Group
North Vancouver, BC
- $140,000 to $160,000 CAD / year
- Full-time
…role in overseeing business operations, fleet performance, maintenance planning, financial results, customer service, and team development while helping shape the strategic direction of the…
Added 58 mins ago
PA
Automotive Sales Representative
Pfaff Automotive Partners Inc.
Thornhill, ON
- Full-time
Meet and exceed individual and team sales targets.
Added 58 mins ago
PA
Automotive Sales Consultant
Pfaff Automotive Partners Inc.
Thornhill, ON
- Full-time
Meet and exceed individual sales objectives while contributing to team goals.
Added 58 mins ago
CS
Senior Technical Architect, Application Development & Support
Canadian Standards Association
Toronto, ON
- Full-time
Acts as lead developer and technical design authority for applications in scope, setting coding standards, design patterns, branching strategy, and definition of done for internal and…
Added 1 hour ago
SD
Pharmacist, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Abbotsford, BC
- Full-time
…professional services, dispensing medication, and assisting in the maintenance of the…
Added 1 hour ago
A
Service Delivery Manager
Avanade
Toronto, ON
- Full-time
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…
Added 1 hour ago
WC
(CAN) Front End Checkout Team Associate
Walmart Canada
Powell River, BC
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager or Front End Team Lead.
Added 1 hour ago
GC
Field Operations Associate
Grainger Canada
Victoria, BC
- Full-time
…Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and…
Added 1 hour ago
TS
Buyer
TalentSphere Staffing Solutions
Paris, ON
- Full-time
Our client, an established manufacturing organization, is seeking a Buyer to join its operations team. This individual will be responsible for sourcing and purchasing the production…
Added 1 hour ago
SF
Facilities and Maintenance Manager
Soul Foods Group
Toronto, ON · North York, ON
- $70,000 to $80,000 CAD / year
- Full-time
We are seeking an experienced Facilities & Maintenance Manager to lead our maintenance team and oversee repairs, preventative maintenance and equipment management across our restaurant…
Added 1 hour ago
BB
Field Technical Service Representative (Full Time Seasonal)
Best Buy Canada
Kelowna, BC
- Full-time
Grow your career in development roles (senior field service agent, field services team lead).
Added 1 hour ago
BB
Field Technical Service Representative (Full Time Seasonal)
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Langley (District), BC
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Grow your career in development roles (senior field service agent, field services team lead).
Added 1 hour ago
TI
Functional Area Lead - Woodroom
Tolko Industries
High Prairie, AB
- Full-time
Lead the maintenance requirements for the woodroom.
Added 1 hour ago
M
Marketing Lead, Brand & Revenue
MPOYNT
Toronto, ON
- $110,000 to $125,000 CAD / year
- Full-time
Lead a focused brand refresh, including logo, visual identity, positioning, and messaging.
Added 1 hour ago
UI
Warehouse Manager
UAP Inc.
Toronto, ON · Scarborough, Ontario
- Full-time
Lead and support a team of Warehouse Supervisors to ensure efficient day-to-day operations.
Added 1 hour ago
CC
Retail Store Manager
Canna Cabana
Chatham-Kent, ON · Chatham, ON
- $50,000 CAD / year
- Full-time
Motivate and inspire team members to be positive, friendly, knowledgeable, and hardworking
Added 1 hour ago
OT
Field Instrumentation Specialist
Ontario Transit Group - Ontario Line - Southern Civil, Stations & Tunnel
Toronto, ON
- Full-time
Lead and coordinate field activities related to the installation, commissioning, maintenance, and removal of geotechnical and structural monitoring instruments.
Added 1 hour ago
UI
Warehouse Manager
UAP Inc.
Toronto, ON · Scarborough, ON
- $83,700 to $104,600 CAD / year
- Full-time
Lead and support a team of Warehouse Supervisors to ensure efficient day-to-day operations.

Avanade

Service Delivery Manager

Toronto, ON, Canada

Full-time

Apply About employer

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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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