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 solid stakeholder management skills to ensure stable, reliable, and cost-effective service delivery.

Key Responsibilities

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.

Equal Employment Opportunity Statement
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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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📌 Delivery Lead (Toronto)
🏢 Avanade
📍 Toronto