Bilingual Service Delivery Manager – IT Infrastructure (Network, Telecom & Security)
Astra North Infoteck Inc.
Montreal (Hybride)
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Détails du poste
- Lieu de travail : Montreal (Hybride)
- Type de poste : Permanent à temps plein
Bilingual Service Delivery Manager – IT Infrastructure (Network, Telecom & Security)
Role Summary
We are seeking an experienced Service Delivery Manager with a strong background in IT Infrastructure service delivery, specifically within Network, Telecom, and Security domains. This role serves as the primary client-facing point of contact at the onsite location and is responsible for managing end-to-end service delivery operations while coordinating a hybrid onsite and offshore team. The role requires bilingual proficiency in French and English.
Primary Skills
Service Delivery Management experience in IT Infrastructure (Network, Telecom, and Security)
Bilingual: French and English
Key Responsibilities
Act as the primary point of contact for the client at the onsite location for all service delivery-related matters Manage end-to-end service operations, including Incident, Change, and Problem Management Oversee end-to-end Network Operations, including routing, switching, security, and SD-WAN using Cisco and Palo Alto products Coordinate and lead a hybrid delivery model (onsite and offshore teams), ensuring effective collaboration, workload distribution, and performance tracking Ensure service delivery meets contractual SLAs, KPIs, and compliance standards Conduct regular service review meetings with stakeholders and provide reports on service performance, improvement initiatives, and risks Drive continuous improvement initiatives to enhance operational efficiency and customer experience Collaborate with technical leads and architects to plan and execute cloud transformation or modernization initiatives Manage service escalations, ensuring timely resolution through proactive communication Prepare and present periodic reports to leadership on service metrics, team performance, and customer satisfaction Support resource planning, onboarding, and competency development across the delivery team
Essential Skills & Experience
Strong background in IT network operations and service governance Experience managing onsite/offshore delivery models and distributed teams Excellent interpersonal and communication skills Strong understanding of ITIL processes, including Incident, Problem, Change, and Service Request Management Proven ability to manage complex service environments involving multiple stakeholders and vendors Experience in customer relationship management and handling service escalations effectively Ability to track, analyze, and report service performance metrics and drive service improvement plans Good working knowledge of SolarWinds and Dynatrace tools Experience in the Banking, Financial Services, and Insurance (BFSI) domain is a strong advantage
Role Summary
We are seeking an experienced Service Delivery Manager with a strong background in IT Infrastructure service delivery, specifically within Network, Telecom, and Security domains. This role serves as the primary client-facing point of contact at the onsite location and is responsible for managing end-to-end service delivery operations while coordinating a hybrid onsite and offshore team. The role requires bilingual proficiency in French and English.
Primary Skills
Service Delivery Management experience in IT Infrastructure (Network, Telecom, and Security)
Bilingual: French and English
Key Responsibilities
Act as the primary point of contact for the client at the onsite location for all service delivery-related matters Manage end-to-end service operations, including Incident, Change, and Problem Management Oversee end-to-end Network Operations, including routing, switching, security, and SD-WAN using Cisco and Palo Alto products Coordinate and lead a hybrid delivery model (onsite and offshore teams), ensuring effective collaboration, workload distribution, and performance tracking Ensure service delivery meets contractual SLAs, KPIs, and compliance standards Conduct regular service review meetings with stakeholders and provide reports on service performance, improvement initiatives, and risks Drive continuous improvement initiatives to enhance operational efficiency and customer experience Collaborate with technical leads and architects to plan and execute cloud transformation or modernization initiatives Manage service escalations, ensuring timely resolution through proactive communication Prepare and present periodic reports to leadership on service metrics, team performance, and customer satisfaction Support resource planning, onboarding, and competency development across the delivery team
Essential Skills & Experience
Strong background in IT network operations and service governance Experience managing onsite/offshore delivery models and distributed teams Excellent interpersonal and communication skills Strong understanding of ITIL processes, including Incident, Problem, Change, and Service Request Management Proven ability to manage complex service environments involving multiple stakeholders and vendors Experience in customer relationship management and handling service escalations effectively Ability to track, analyze, and report service performance metrics and drive service improvement plans Good working knowledge of SolarWinds and Dynatrace tools Experience in the Banking, Financial Services, and Insurance (BFSI) domain is a strong advantage
