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Added 5 mins ago
T
Full-Stack Architect
TD
Toronto, ON
- Full-time
…and maintain any combination of the following: solution and application architecture, infrastructure environment architecture, technical integration architecture, data strategies and…
Added 5 mins ago
M
Technical Delivery Lead
McKesson
Mississauga, ON
- Full-time
…Managers, Vendor Operations Lead, Portfolio/Program Management, enterprise technology teams, and strategic delivery…
Added 5 mins ago
M
Workday Solutions Delivery Manager
McKesson
Mississauga, ON
- Full-time
The Workday Solutions Delivery Manager is accountable end to end for Workday solution delivery, resource management, and operational performance within the HCM Technology portfolio. The…
Added 5 mins ago
M
HR Technology Solutions Manager
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- Full-time
We are looking for a smart, curious, and technically grounded HR Technology Solutions Manager to own and evolve technology solutions supporting several of our HR functions, including Talent…
Added 5 mins ago
M
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McKesson
Mississauga, ON
- Full-time
Copilot Enablement & Adoption: Enterprise-wide adoption of Microsoft Copilot through learning journeys, communications, advocate networks, and measurement.
Added 20 mins ago
K
Technical Solutions Manager (Network Solutions Architect)
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Regina, SK
- Full-time
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Added 50 mins ago
Manager, Enterprise Data Platform & Governance
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Montreal, QC
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Saint-Paul, NB · St.-Paul, NB
- Full-time
Job Class: State Program Administrator, Manager Principal
Added 50 mins ago
TI
Software Developer
Teckhorizon Inc
Toronto, ON
- Contract
Design, develop, and test Siebel integrations with Adobe AEM, J2EE, and other enterprise applications.
Added 50 mins ago
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Network Solutions Architect
ISM
Regina, SK
- Full-time
The Technical Solutions Manager (Network Solutions Architect) is responsible for designing, validating, implementing, and transitioning network technologies and services from project…
Added 50 mins ago
NH
IT Ops (Operation & Support) Manager
North Horizon Holdings Inc.
Toronto, ON · North York, ON
- $110,000 to $150,000 CAD / year
- Full-time
Ability to manage and support a heterogeneous portfolio of enterprise applications and SaaS services, including coordination with application vendors and business owners.
Added 1 hour ago
T
Engineering Manager, Workday Integrations & Platform
TD
Toronto, ON
- Full-time
The Engineering Manager, Workday Integrations & Platform provides people, technical and delivery leadership for a multidisciplinary team responsible for Workday integrations and platform…
Added 1 hour ago
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Wärtsilä
Vancouver, BC
3-7 years of experience in enterprise software implementation, functional consulting, business analysis, or application configuration.
Added 1 hour ago
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Senior Privacy Specialist
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Toronto, ON
- Contract
Familiarity with Application Programming Interface (API) functionality and management.
Added 1 hour ago
SM
RQ11309 – Solutions Designer – Senior
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Toronto, ON
- Internship
…implementing solutions using Oracle Siebel CRM or Adobe Experience Manager (AEM). The ideal candidate will have strong expertise in business and functional requirements analysis, functional…
Added 1 hour ago
BP
HR & Pay Systems Analyst
Bruce Power
ON · Ontario, Canada
- Full-time
The HR and Pay Systems Analyst report to the Section Manager, Human Resource - Pay Services and through the application of HR/ Payroll System knowledge, support the delivery of accurate and…
Added 2 hours ago
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Senior Manager, Trade Compliance
BMO
Toronto, ON · FCP
- Full-time
…requirements, internal policies, supervisory expectations, and enterprise compliance programs. Acts as a central point of coordination for audits, regulatory examinations, compliance…
Added 2 hours ago
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Solutions Architect
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Ottawa, ON
- Full-time
Knowledge of technology deployment, general networking concepts including protocols, firewalls, routing and switching and their application within enterprise and system integrations.
Added 2 hours ago
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Senior Manager Agile Program Management
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- Full-time
As a Senior Manager in Agile Program Management, acting as an Agile Project Manager, you will lead the planning, execution, and delivery of agile projects across product teams. You will…
Added 3 hours ago
HR
Information Technology Security Analyst
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Halifax, NS
- $90,466 to $117,079 CAD / year
- Full-time
…Applicants are encouraged to self-identify on their electronic…
Added 3 hours ago
TC
Learning & Development Manager
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Toronto, ON
- Full-time
The Manager, Learning & Development serves as a trusted partner and advisor to Takeda Canada’s commercial teams and the broader organization. The role is responsible for initiating,…
Added 3 hours ago
TC
Insights & Analytics Manager
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Toronto, ON
- Full-time
The Manager, Insights & Analytics provides commercial decision support to the Canadian commercial organization, turning commercial, CRM, omnichannel, market, and customer data into insight…
Added 4 hours ago
A
Skywise - Business Applications & Development Tools Manager
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- Full-time
The Business Applications & Development Tools Manager is responsible for leading the strategy, implementation, operations, and tooling for both Business Applications (spanning HR, Finance,…
Added 4 hours ago
HT
IT Internal Auditor
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- Full-time
…successful execution of our internal audit framework built on an enterprise risk management governance model. You will be part of a global team and report to the Senior Manager; IT Audit…
Added 5 hours ago
A
Skywise - Business Applications & Development Tools Manager
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Waterloo, ON
- Full-time
The Business Applications & Development Tools Manager is responsible for leading the strategy, implementation, operations, and tooling for both Business Applications (spanning HR, Finance,…

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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