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Added 7 mins ago
A
Managed Services Lead Canada
Avanade
Toronto, ON
- Full-time
Lead and mentor a team of managed services solution architects; build reusable sales and delivery assets.
Added 7 mins ago
CO
Temporary Solutions Integration Specialist (up to 8 months)
City of Saint John
Saint John, NB
- Temporary
…working relationships with vendors and communicating with the IT…
Added 7 mins ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 7 mins ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
Lead the development of dashboards, operational reporting, and decision-support tools
Added 7 mins ago
PP
Clinic Manager
People Prodigy Recruitment
Port Alberni, BC
- $75,000 to $80,000 CAD / year
- Full-time
…meaningfully improve the quality of care available in the region, and lead the team that brings it to…
Added 7 mins ago
GW
Intermediate Legal Administrative Assistant - Environmental Law
Gowling WLG
Toronto, ON
- $61,000 to $79,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Real Estate and Conveyancing Clerk
Gowling WLG
Hamilton, ON
- $52,750 to $68,250 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
CC
Global Account Manager (GAM) - Montreal, QC
Cogent Communication
Montreal, QC
- Full-time
Ability to work in a fast paced, team environment with revenue deadlines.
Added 7 mins ago
AS
Senior/Lead Business Analyst- BMT
Apex Systems
Toronto, ON
- $45 to $60 USD / hour
- Contract
Lead Business Analyst, Commercial Banking and Billing Automation
Added 7 mins ago
GW
Bus. Analyst, Enterprise Project Mgmt Office
Gowling WLG
Toronto, ON
- $68,000 to $88,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Deskside Technician
Gowling WLG
Ottawa, ON
- $57,000 to $70,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Senior Law Clerk - Corporate Services
Gowling WLG
Ottawa, ON
- $78,000 to $88,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Senior Manager, Trademark Operations
Gowling WLG
Ottawa, ON
- $150,000 to $170,000 CAD / year
- Full-time
Lead, develop, and mentor a national team of trademark prosecution support staff fostering a high-performing and client-focused culture.
Added 7 mins ago
GW
Legal Administrative Assistant
Gowling WLG
Hamilton, ON
- $52,000 to $62,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Senior Remediation Clerk
Gowling WLG
Ottawa, ON
- $80,000 to $90,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Manager, Practice Operations and Initiatives
Gowling WLG
Ottawa, ON
- $101,000 to $125,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Senior Corporate Law Clerk
Gowling WLG
Ottawa, ON
- $92,000 to $112,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Senior Manager, Patent Operations
Gowling WLG
Ottawa, ON
- $150,000 to $170,000 CAD / year
- Full-time
Lead, develop, and mentor a national team of patent prosecution support staff fostering a high-performing and client-focused culture.
Added 7 mins ago
GW
Billing Administrative Assistant
Gowling WLG
Toronto, ON
- $55,000 to $75,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Legal Administrative Assistant - Trademarks
Gowling WLG
Ottawa, ON
- $68,000 to $79,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Legal Administrative Assistant - Intellectual Property, Patents
Gowling WLG
Vancouver, BC
- $52,000 to $63,700 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Float Legal Administrative Assistant
Gowling WLG
Vancouver, BC
- $52,000 to $63,700 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Corporate Paralegal - Data Integrity
Gowling WLG
Vancouver, BC
- $80,000 to $100,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Financial Analyst
Gowling WLG
Vancouver, BC
- $60,000 to $75,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 7 mins ago
GW
Electronic File Management Clerk
Gowling WLG
Calgary, AB
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…

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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