Service Delivery Manager

Description du poste

Rôle

Role:Service Delivery Manager

Compétences requises

• Bilingual (English and French).
• Strong background in IT Cloud Operations and Governance.
• Experience handling onsite-offshore delivery models and managing distributed teams.
• Excellent interpersonal and communication skills.
• Strong understanding of ITIL processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
• Proven ability to manage complex service environments involving multiple stakeholders and vendors.
• Experience in customer relationship management and managing service escalations effectively.
• Ability to track and report service performance metrics and drive service improvement plans.
• Experience in the Banking, Financial Services, and Insurance (BFSI) domain is a strong asset.

Rôles et responsabilités

• Act as the primary point of contact for the client at the onsite location for all service delivery-related matters.
• Manage end-to-end operations, including incident, change, and problem management.
• Manage end-to-end Cloud Operations and lead a hybrid team (onsite and offshore), ensuring efficient 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, improvements, and risks.
• Drive continuous improvement initiatives across delivery processes 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 and provide timely resolutions 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 team.

Exigences

Sailpoint