We are seeking an experienced Service Delivery Manager to oversee enterprise IT service delivery and Azure Cloud Infrastructure operations. The successful candidate will be responsible for ensuring the availability, reliability, performance, and continuous improvement of cloud infrastructure services while maintaining strong relationships with clients and key stakeholders.

This role requires a combination of service management expertise, Azure cloud knowledge, operational leadership, and solid stakeholder management skills . The Service Delivery Manager will coordinate distributed onsite and offshore teams and ensure delivery aligns with contractual SLAs, KPIs, governance standards, and compliance requirements.

Key Responsibilities

Serve as the primary point of contact for clients regarding service delivery, operational performance, and escalations.

Manage end-to-end Azure Cloud Infrastructure operations , covering IaaS and PaaS environments.

Oversee Incident, Problem, Change, and Service Request Management processes.

Ensure adherence to contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), governance standards, and compliance requirements .

Monitor operational performance, service availability, and infrastructure metrics.

Identify service issues and implement corrective and preventive actions.

Lead continuous service improvement initiatives to enhance operational efficiency, reliability, and customer satisfaction.

Manage onsite and offshore teams across distributed delivery environments.

Support resource planning, workforce management, and operational capacity planning.

Manage stakeholder expectations, conflicts, escalations, and service-related communications.

Identify operational risks and ensure appropriate mitigation and compliance measures are implemented.





Collaborate with technical teams, business stakeholders, and clients to support cloud transformation and modernization initiatives.

Prepare and present operational reports, service reviews, performance metrics, and improvement plans.

Required Qualifications & Experience

8+ years of overall IT industry experience.

Proven experience in IT Service Delivery Management within enterprise environments.

Strong experience managing onsite and offshore delivery models and distributed teams.

Demonstrated experience in customer-facing roles with responsibility for stakeholder and escalation management.

Strong understanding of enterprise IT operations and service management processes.

Hands-on understanding of Azure Cloud Infrastructure , including IaaS and PaaS.

Experience with Incident, Problem, Change, and Service Request Management.

Strong understanding of Service Level Management (SLM) and SLA/KPI governance.

Experience with operational reporting, performance monitoring, risk management, and compliance.

French Proficiency

Technical Skills

Azure Operations & Governance

Cloud Infrastructure Operations

Change Management

Service Request Management

Operational Performance Monitoring

Risk & Compliance Management

Leadership & Soft Skills

Strong team leadership and people management capabilities

Excellent stakeholder and client relationship management

Strong communication and presentation skills

Conflict resolution and escalation management

Resource and workforce planning

Continuous service improvement mindset

Preferred Qualifications

ITIL Foundation certification or higher

Microsoft Certified: Azure Solutions Architect Expert

Experience supporting cloud transformation and modernization programs

Familiarity with automation and DevOps practices

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📌 Service Delivery Manager (Quebec City)
🏢 N2P Systems
📍 Quebec City