– Service Delivery Manager

Location: Montreal, Quebec, Canada

Employment Type: Full-Time

Experience: 10+ Years

Language Requirement: Bilingual – English & French (Mandatory)

Role Overview

We are seeking an experienced Service Delivery Manager to take end-to-end responsibility for the day-to-day delivery of a complex, multi-tower managed services engagement.

The Service Delivery Manager will be accountable for achieving all agreed service levels, managing monthly tactical governance, performance reporting, service-credit calculations, and coordinating integrated delivery across Service Desk, Field Services, Endpoint Engineering, ServiceNow Operations, Platform Services, and Automation.

The ideal candidate will bring 10+ years of service delivery/IT managed services experience, strong people and stakeholder management capabilities, and proven experience operating within SLA-driven environments.

Professional fluency in both English and French is mandatory for this position.

Key Responsibilities

- Service Level Accountability: Own the achievement of all contractual CPIs, KPIs, SLAs, XLAs, and experience-level performance metrics.
- Tactical Governance: Chair monthly management/service reviews and own the preparation and presentation of performance reports.
- Service Credit Management: Produce monthly service-credit calculations and provide explicit explanations for performance variances.
- Multi-Tower Integration: Coordinate integrated delivery across Service Desk, Field Services, Endpoint Engineering, Platform Services, ServiceNow Operations, and Automation.
- Resource Management: Manage staffing levels, shift coverage, resource capacity, attrition, succession planning, and operational continuity.
- Risk & Issue Management: Maintain the service delivery risk and issue register and drive mitigation actions through to closure.
- Continual Improvement: Own and drive the continual service improvement plan and ensure delivery of committed improvement outcomes.
- Client Relationship Management: Act as the primary day-to-day relationship owner with client IT management.
- Major Incident & Escalation Management: Provide structured leadership during major incidents, escalations, and service-recovery situations.
- Delivery Financial Management: Manage service delivery costs within agreed fixed-fee commercial commitments.

Required Skills & Competencies

- 10+ years of relevant IT Service Delivery / Managed Services experience.
- Bilingual English & French – Mandatory, with professional-level written and spoken proficiency in both languages.
- Service Management: Proven experience running complex, multi-tower managed services within a credit-bearing SLA environment.
- SLA/KPI/XLA Management: Strong understanding of service-level management, measurement, reporting, and service-credit mechanisms.
- Performance Analysis: Ability to interpret SLA, KPI, CPI, and XLA data and develop clear, defensible performance narratives.
- People Leadership:



Demonstrated experience managing distributed and bilingual teams operating across 24x7 shifts and multiple locations.
- Financial Discipline: Experience managing delivery costs against firm fixed-fee or similar commercial arrangements.
- Stakeholder Management: Strong ability to facilitate discussions with client management, internal delivery teams, vendors, and third-party service providers.
- Escalation Management: Calm and structured approach to major incidents, client escalations, service recovery, and problem resolution.
- Strong communication, leadership, analytical, governance, and relationship-management capabilities.

Preferred Certifications

- ITIL 4 Managing Professional
- PMP or equivalent project/service management certification is considered an asset.

Candidate Profile The successful candidate will be an experienced service delivery leader who can take ownership of a complex managed-services environment and coordinate multiple technical and operational teams while maintaining strong client relationships. – Service Delivery Manager

Location: Montreal, Quebec, Canada

Employment Type: Full-Time

Experience: 10+ Years

Language Requirement: Bilingual – English & French (Mandatory)

Role Overview

We are seeking an experienced Service Delivery Manager to take end-to-end responsibility for the day-to-day delivery of a complex, multi-tower managed services engagement.

The Service Delivery Manager will be accountable for achieving all agreed service levels, managing monthly tactical governance, performance reporting, service-credit calculations, and coordinating integrated delivery across Service Desk, Field Services, Endpoint Engineering, ServiceNow Operations, Platform Services, and Automation.

The ideal candidate will bring 10+ years of service delivery/IT managed services experience, strong people and stakeholder management capabilities, and proven experience operating within SLA-driven environments.

Professional fluency in both English and French is mandatory for this position.

Key Responsibilities

- Service Level Accountability: Own the achievement of all contractual CPIs, KPIs, SLAs, XLAs, and experience-level performance metrics.
- Tactical Governance: Chair monthly management/service reviews and own the preparation and presentation of performance reports.
- Service Credit Management: Produce monthly service-credit calculations and provide clear explanations for performance variances.
- Multi-Tower Integration: Coordinate integrated delivery across Service Desk, Field Services, Endpoint Engineering, Platform Services, ServiceNow Operations, and Automation.
- Resource Management: Manage staffing levels, shift coverage, resource capacity, attrition, succession planning,



and operational continuity.
- Risk & Issue Management: Maintain the service delivery risk and issue register and drive mitigation actions through to closure.
- Continual Improvement: Own and drive the continual service improvement plan and ensure delivery of committed improvement outcomes.
- Client Relationship Management: Act as the primary day-to-day relationship owner with client IT management.
- Major Incident & Escalation Management: Provide structured leadership during major incidents, escalations, and service-recovery situations.
- Delivery Financial Management: Manage service delivery costs within agreed fixed-fee commercial commitments.

Required Skills & Competencies

- 10+ years of relevant IT Service Delivery / Managed Services experience.
- Bilingual English & French – Mandatory, with skilled-level written and spoken proficiency in both languages.
- Service Management: Proven experience running complex, multi-tower managed services within a credit-bearing SLA environment.
- SLA/KPI/XLA Management: Strong understanding of service-level management, measurement, reporting, and service-credit mechanisms.
- Performance Analysis: Ability to interpret SLA, KPI, CPI, and XLA data and develop clear, defensible performance narratives.
- People Leadership: Demonstrated experience managing distributed and bilingual teams operating across 24x7 shifts and multiple locations.
- Financial Discipline: Experience managing delivery costs against firm fixed-fee or similar commercial arrangements.
- Stakeholder Management: Strong ability to facilitate discussions with client management, internal delivery teams, vendors, and third-party service providers.
- Escalation Management: Calm and structured approach to major incidents, client escalations, service recovery, and problem resolution.
- Strong communication, leadership, analytical, governance, and relationship-management capabilities.

Preferred Certifications

- ITIL 4 Managing Professional
- PMP or equivalent project/service management certification is considered an asset.

Candidate Profile The successful candidate will be an experienced service delivery leader who can take ownership of a complex managed-services environment and coordinate multiple technical and operational teams while maintaining strong client relationships. The role requires someone comfortable being accountable for service performance, SLAs, governance, financial discipline, resources, risks, continual improvement, and client satisfaction.

Important: This position is based in Montreal, Canada, and professional proficiency in both English and French is mandatory.

The role requires someone comfortable being accountable for service performance, SLAs, governance, financial discipline, resources, risks, continual improvement, and client satisfaction.

Important: This position is based in Montreal, Canada, and professional proficiency in both English and French is mandatory.

Pay: $58,400.00-$123,000.00 per year

Work Location: In person

📌 Service Delivery Manager (Montreal)
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📍 Montreal