Apply on Kit Job: kitjob.ca/job/2fs13k

We are looking for an experienced Service Delivery Manager / Project Manager to lead Application Managed Services (AMS) for ERP platforms. Microsoft Dynamics 365 (preferred) , but candidates with robust service delivery experience on SAP, Oracle EBS, or other Tier‑1 ERPs will also be considered.

This role requires ownership of end‑to‑end service delivery, client engagement, SLA governance, and leadership of global delivery teams.

Key Responsibilities

Service Delivery Oversight

- Own end‑to‑end delivery of ERP AMS engagements (D365 / AX2012 or SAP / Oracle EBS).
- Ensure adherence to agreed SLAs, KPIs , and contractual commitments.
- Manage incidents, problem management, and drive continuous service improvement .

Client Relationship Management

- Act as the primary point of contact for the client.
- Manage expectations, handle escalations, and maintain high customer satisfaction.
- Build trusted relationships with senior client stakeholders.

Governance & Compliance

- Establish and run service governance forums (weekly/monthly).
- Ensure compliance with ITIL-based service management processes .
- Maintain adherence to organizational and regulatory standards.
- Lead and coordinate cross‑functional global teams (onshore/offshore).
- Provide coaching, mentoring, and performance guidance.
- Ensure resource readiness and effective utilization.




- Own service financials including budget tracking, billing accuracy, and revenue assurance .
- Support contract management and negotiate changes when required.

Reporting & Analytics

- Prepare and present service performance reports to leadership and clients.
- Track operational metrics and provide insights for decision‑making.

Key Skills & Qualifications

Technical & Domain Expertise

- Strong experience with Microsoft Dynamics 365 (F&O; / CRM) is preferred.
- Candidates with AMS delivery experience on SAP, Oracle EBS, or other ERPs are acceptable.
- Solid understanding of AMS / Managed Services operating models .

Process Orientation

- Hands‑on experience with ITIL, incident/problem/change management , and continuous improvement frameworks.

Leadership & Communication

- Proven ability to lead diverse global teams.
- Strong stakeholder management and communication skills across geographies.

Experience

- 5+ years in Service Delivery / AMS leadership roles.

What We Are Specifically Looking For

- Service Delivery / AMS leadership experience (not pure implementation PMs).
- Ability to articulate real SLA ownership , escalation handling, and governance.

Comfort working in a vendor‑side delivery role , managing teams and client expectations

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Apply on Kit Job: kitjob.ca/job/2fs13k

📌 Service Delivery Project Manager (Toronto)
🏢 Yochana
📍 Toronto