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Added 10 mins ago
BG
Territory Manager - Compact Construction Equipment
Brandt Group of Companies
Ottawa, ON · Carlsbad Springs, ON
- Full-time
Brandt Tractor Ltd. is currently seeking a Territory Manager - Compact Construction Equipment for our Ottawa Construction & Forestry location.
Added 10 mins ago
BH
Non-Profit Portfolio Manager
BC Housing
Burnaby, BC
- Full-time
The NPPM is the key relationship manager for the assigned portfolio of housing providers and serves as the single point of contact in managing a variety of issues relating to the delivery…
Added 10 mins ago
BG
Territory Manager - Material Handling
Brandt Group of Companies
Ottawa, ON · Carlsbad Springs, ON
- Full-time
Brandt Tractor Ltd. is currently seeking a Territory Manager - Material Handling for our Ottawa location.
Added 10 mins ago
GL
Manager, Compilation and Advisory Services
GGFL LLP
Ottawa, ON
- Full-time
Join Our Health Professional Team as a Manager – Where Numbers Meet Meaning!
Added 10 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 25 mins ago
BG
Customer Support Advisor (CSA)
Brandt Group of Companies
Campbell River, BC
- Full-time
Provide competitive product and pricing information to the Parts Manager to maintain market competitiveness.
Added 25 mins ago
T
Developing Investment Advisor (Vancouver Island)
TD
Victoria, BC
- Full-time
…high-net-worth clients the opportunity to establish a one-on-one relationship with a dedicated and professional Investment Advisor, while maintaining active participation in decisions…
Added 25 mins ago
LD
TECH Retail Merchandising Manager
London Drugs Limited
Burnaby, BC
- $21.36 to $23.98 CAD / hour
- Other
The TECH Retail Merchandising Manager is responsible for developing sales through the presentation and merchandising of the TECH area. As a merchant leader, they must have a good…
Added 25 mins ago
BP
Front of House Manager
Boston Pizza
Moncton, NB
- Full-time
A Front of House Manager at Canada's leading casual dining restaurant, Boston Pizza, assists the General Manager with the Restaurant’s daily operations. This includes supporting the…
Added 25 mins ago
RB
Evergreen Client/Banking Advisor
Royal Bank of Canada
Cochrane, AB
- Full-time
RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.
Added 39 mins ago
I-
Employment Specialist
ISSofBC - Immigrant Services Society of BC
BC · British Columbia, Canada
- Full-time
Reporting to the WorkBC Senior Manager and Associate Program Director – WorkBC Kamloops, assists eligible job seekers who are employed or underemployed, to achieve labour market attachment…
Added 39 mins ago
SQ
Partenaire, Développement des Affaires
Sunlife Québec
Quebec, QC
- Full-time
Added 39 mins ago
IH
Business Partner, Indigenous Employee Experience
Interior Health Authority
Kelowna, BC
- Full-time
…workplace environments. The ideal candidate will bring strong relationship-building skills, staff engagement experience, and the ability to navigate a large and complex organization while…
Added 39 mins ago
CC
Operations Manager
Carlson Construction Group
North Vancouver, BC
- $140,000 to $160,000 CAD / year
- Full-time
We are looking for an experienced Operations Manager to lead our North Vancouver operations and help drive the next phase of CMIR's growth and success.
Added 39 mins ago
IH
Lead | Accessibility
Interior Health Authority
Kelowna, BC
- Full-time
…any identified hazards, unsafe conditions or incidents to the manager or supervisor…
Added 39 mins ago
IH
Person and Family Centered Care Coordinator
Interior Health Authority
Kelowna, BC
- Full-time
…any identified hazards, unsafe conditions or incidents to the manager or supervisor…
Added 40 mins ago
GR
Account Manager
G&A Robot
Burnaby, BC
- Full-time
G&A Robot is looking for a relationship-focused, data-driven Account Manager to join our team. This is a full-time, on-site role based in Burnaby. You will manage an established portfolio…
Added 40 mins ago
PA
Financial Services Specialist
Pfaff Automotive Partners Inc.
Markham, ON
- Full-time
This is not a traditional in-dealership F&I Manager position. The Financial Services Specialist will primarily conduct scheduled customer consultations by phone and video, presenting…
Added 40 mins ago
PA
F&I Manager
Pfaff Automotive Partners Inc.
Thornhill, ON
- Full-time
Honda of Thornhill is seeking an experienced and customer-focused Finance & Insurance (F&I) Manager to join our high-performing team. This is an exciting opportunity for a results-driven…
Added 40 mins ago
PA
Automotive Service Technician
Pfaff Automotive Partners Inc.
Guelph, ON
- Full-time
Maintain a positive working relationship with team members and management in a team environment.
Added 40 mins ago
PA
Automotive Sales Representative
Pfaff Automotive Partners Inc.
Markham, ON
- Full-time
Perform other duties as required by the Sales Manager to support the successful operation of the dealership.
Added 40 mins ago
PA
Automotive Sales Consultant
Pfaff Automotive Partners Inc.
Thornhill, ON
- Full-time
Excellent communication, interpersonal, and relationship-building skills.
Added 40 mins ago
PA
Automotive Sales Representative
Pfaff Automotive Partners Inc.
Vaughan, ON
- Full-time
Strong communication, interpersonal, and relationship-building skills.
Added 40 mins ago
PA
Automotive Sales Representative
Pfaff Automotive Partners Inc.
Guelph, ON
- Full-time
Perform other duties as required by the Sales Manager to ensure the successful operation of the dealership.
Added 40 mins ago
PA
Lease Portfolio Manager
Pfaff Automotive Partners Inc.
Woodbridge, ON
- Full-time
Woodbridge Hyundai is in search of a Lease Portfolio Manager to take the wheel and steer our dealership to new heights. We are part of North America's largest automotive retailer, Lithia…

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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