Service Delivery Manager

4 days ago

Toronto, Canada Astra North Infoteck Inc. Full time

Job DescriptionJob TitleService Delivery ManagerLocationTorontoExperience10+ years overall experience (minimum 5 years as an IT / Service Delivery Manager)Key ResponsibilitiesOwn end-to-end service delivery across multiple service lines including application development, production support, and QA, spanning on-prem and cloud environmentsBuild and maintain strong customer relationships, acting as the primary point of contact for delivery, escalations, and continuous improvementLead program and delivery management for complex, multi-stream initiatives ensuring commitments on scope, schedule, quality, and costCollaborate with technology and domain teams to ideate, design, and propose bespoke solutions aligned to customer needsPrepare and present proactive proposals, service delivery dashboards, and executive-level reports to senior stakeholdersDrive Agile and Waterfall delivery models, adapting approaches based on program needsEnsure consistent delivery governance, risk management, issue resolution, and decision-makingLead, mentor, and manage cross-functional teams, fostering a growth mindset and high-performance cultureSupport AI, automation, and productivity acceleration initiatives to improve delivery efficiency and service qualityContinuously identify opportunities for process improvement, cost optimization, and value creationRequired Skills & Qualifications15+ years of overall IT experience, with 5+ years in IT / Service Delivery ManagementStrong experience managing large-scale programs across development, QA, and production supportProven expertise in customer and stakeholder management, including executive communicationHands-on experience with Agile and Waterfall SDLCStrong understanding of cloud and on-prem delivery modelsExperience creating and presenting service delivery metrics, dashboards, and proposalsWorking knowledge of AI solutions and automation tools for productivity accelerationExcellent leadership, communication, problem-solving, and decision-making skills

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