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Added 13 mins ago
BH
Non-Profit Portfolio Manager
BC Housing
Burnaby, BC
- Full-time
Reporting to the Regional Director, the Non-Profit Portfolio Manager (NPPM) fosters collaborative partnerships with housing and service providers to provide the highest quality of stable,…
Added 13 mins ago
GL
Manager, Assurance & Advisory Services
GGFL LLP
Ottawa, ON
- Full-time
Now, we’re looking for a Manager, Assurance & Advisory Services who wants to lead meaningful work, support great clients, and help shape our team's future.
Added 13 mins ago
FC
Group Underwriter Level II
First Canadian Financial Group
Edmonton, AB
- Full-time
The Group Underwriter L II is a key role within our growing Group Benefits team, based in Downtown Edmonton and reporting to the Manager, Group Underwriting. This role is responsible for…
Added 28 mins ago
NF
Transitional Support Worker - FT
Nisa Foundation
Canada
- Full-time
Connect residents with housing, employment, educational, legal, health, financial, and community resources.
Added 42 mins ago
WC
(CAN) Associé à la protection des biens
Walmart Canada
Pointe-Claire, QC
- Full-time
Investigates incidents of financial and physical shrink and communicates findings to Store Leadership. For internal investigations, escalates information to the Market Loss Prevention…
Added 43 mins ago
CS
Program Manager, Data and Agri-food Standards/ Responsable de Programme, Normes Relatives aux Données et au Secteur Agroalimentaire
Canadian Standards Association
Calgary, AB · Ottawa, ON · Toronto, ON · Montreal, QC
- $116,230 to $152,555 CAD / year
- Full-time
CSA Group Standards Division has an opportunity for a Program Manager, Data and Agri-food, reporting to the Director, Data and Agri-food Standards. The Program Manager (PGM) is responsible…
Added 43 mins ago
CS
Manager, Supply Chain Operations and Analytics
Canadian Standards Association
Toronto, ON
- $100,890 to $132,416 CAD / year
- Full-time
The Manager, Supply Chain Operations and Analytics, is responsible for supporting procurement operations through data analysis, reporting, supplier governance, travel and expense program…
Added 58 mins ago
CO
Utility Operator II
City of Fort Saskatchewan
Fort Saskatchewan, AB
- Full-time
Manager, Budget & Financial Planning - City of Fort Saskatchewan
Added 58 mins ago
CO
Utility Operator III
City of Fort Saskatchewan
Fort Saskatchewan, AB
- Full-time
Manager, Budget & Financial Planning - City of Fort Saskatchewan
Added 59 mins ago
SD
Store Administrator, Hourly Part Time Day
Shoppers Drug Mart
Victoria, BC
- Part-time
Administer the accounting related functions within the store supporting sales, inventory, payroll, and benefits reporting and other financial requirements in order to achieve the financial…
Added 59 mins ago
Automation Project Manager
Spartan Controls Ltd.
Burnaby, BC
We are hiring an Automation Project Manager based at our Burnaby Automation Centre to lead the delivery of our full automation project scope, with a strong focus on Process and Safety…
Added 59 mins ago
B
AI Process re-engineer, Capital Markets Product Control
BMO
Toronto, ON · FCP
- Full-time
…the month-, quarter-, and year-end closing process, including financial reporting and financial governance. Supports an efficient and effective accounting function that uses common…
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
B
Cleaner
BGIS
Barrhead, AB
- Part-time
Key Responsibilities: Functioning as a core member of the operational team and reporting to the Manager/ Supervisor as a Cleaner you may be required to perform some of the following tasks…
Added 1 hour ago
WC
(CAN) Asset Protection Associate
Walmart Canada
Windsor, ON
- Full-time
Investigates incidents of financial and physical shrink and communicates findings to Store Leadership. For internal investigations, escalates information to the Market Loss Prevention…
Added 1 hour ago
WC
Asset Protection Associate
Walmart Canada
Kitchener, ON
- Full-time
Investigates incidents of financial and physical shrink and communicates findings to Store Leadership. For internal investigations, escalates information to the Market Loss Prevention…
Added 1 hour ago
CC
Specialist, Corporate Security
Coca-Cola Canada Bottling Limited
Montreal, QC
- Full-time
…Coke Canada Bottling’s facilities. Located in Montreal and reporting to the Manager, national security, the Security Specialist works closely with Security staff and business partners…
Added 1 hour ago
G-
Human Resources Generalist
GFL - Sewer Technologies Division
Rocky View No 44, AB · Rocky View County, AB
- Full-time
…to provide dedicated HR support across regional operations. Reporting to the HR Director, this role acts as a primary point of contact for operational leaders, supervisors, and front-line…
Added 1 hour ago
AU
Service Manager
Allied Universal
Calgary, AB
- $54,600 to $59,400 CAD / year
- Full-time
Reporting to the Regional General Manager, the Service Manager is responsible for overseeing security operations across the Calgary region. This role ensures high service standards,…
Added 1 hour ago
WH
Assistant Manager - Food and Beverage
Westin Hotels & Resorts
Edmonton, AB
- Full-time
…levels to verify that guest service, operational needs, and financial objectives are met. Manages day-to-day operations, monitors quality, and standards and meets the expectations of the…
Added 1 hour ago
LD
Electrical Engineering Manager
Leonardo DRS
Bedford, NS
- Full-time
…electronics design activities in support of multiple projects. Reporting to the Naval Communication Electrical Engineering Manager, the Electrical Engineering Manager (EEM) in Halifax is…
Added 1 hour ago
U
U-Haul Moving Center General Manager
U-Haul
Calgary, AB
- Full-time
…to manage one of our moving and storage centers. As General Manager you will be responsible for keeping your center profitable and efficient by hiring effective staff, keeping track of…
Added 1 hour ago
T
Credit Analyst I
TD
Vancouver, BC
- Full-time
Reporting to the Regional Credit Manager, you will be working with Private Bankers to provide dedicated support to Private Banking clients while delivering a legendary experience. The…
Added 1 hour ago
RB
Senior Manager, Operational Risk / IT Risk and Compliance
Royal Bank of Canada
Toronto, ON
- Full-time
Senior Manager Operational Risk / IT Risk and Compliance is responsible for supporting the management of Operational Risk and Technology / Cyber Risk supporting the broader Payments…
Added 1 hour ago
CC
Retail Store Manager
Canna Cabana
Chatham-Kent, ON · Chatham, ON
- $50,000 CAD / year
- Full-time
Our retail Cannabis Retail Store Manager (SM) is vital to delivering a distinctive shopping experience. The SM is primarily responsible for working collaboratively with the company…

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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