{"id":2530054,"url":"https://alion.io/job/avanade-service-delivery-lead-manager","title":"Service Delivery Lead Manager","company":{"id":712684,"name":"Avanade","domain":"avanade.com","url":"https://alion.io/company/avanade-3","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":117000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":38},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AIOps","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Dynatrace","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Splunk","optional":false}],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T18:31:52Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"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.\nThis role requires a blend of service management expertise, technical understanding of application and infrastructure ecosystems, and strong stakeholder management skills to ensure stable, reliable, and cost-effective service delivery.\nKey Responsibilities\nService Delivery Leadership\nLead end-to-end delivery of Managed Application Support Services across multiple client engagements.\nOwn service performance against contracted SLAs, KPIs, and operational commitments.\nDrive continuous improvement initiatives to enhance service quality, productivity, automation, and customer satisfaction.\nManage operational governance processes, including weekly, monthly, and quarterly service reviews.\nEnsure alignment of support services with client business objectives and regulatory requirements.\nBe a reliable escalation contact for any major incidents.\nOperations Management\nManage 24x7 offshore support operations covering production support, incident management, problem management, and maintenance activities.\nLeading Major Incident bridges with multiple teams and drive rapid restoration during business-critical outages.\nEstablish operational controls to reduce incident volume and improve service stability.\nFamiliarity with Service Reliability Engineering (SRE) principles\nEnsure adherence to ITIL processes, including:Incident Management\nProblem Management\nChange Management\nAvailability Management\n\nClient Relationship Management\nServe as the primary delivery contact for client stakeholders.\nBuild trusted advisor relationships with client technology and business teams.\nPresent operational performance, risks, service improvements, and strategic recommendations.\nManage escalations and ensure timely resolution of client concerns.\nTeam Leadership\nLead and develop geographically distributed offshore support teams.\nMentor and train the offshore team.\nFoster a culture of accountability, continuous learning, and operational excellence.\nTechnical Oversight\nMaintain high-level oversight of supported applications, infrastructure dependencies, and business processes.\nCollaborate with engineering, infrastructure, and development teams to address service issues.\nLeverage monitoring and observability tools to proactively identify risks and opportunities for improvement.\nDrive automation and AIOps initiatives to improve operational efficiency.\nService Improvement & Governance\nWork with team to develop and execute service improvement plans.\nAnalyze service trends and operational metrics to identify improvement opportunities.\nConduct Root Cause Analysis (RCA) reviews and track corrective actions.\nEnsure compliance with audit, security, risk, and operational governance standards.\n.\nRequired Qualifications\nExperience\n10+ years of IT Services experience.\n5+ years leading Application Support or Managed Services engagements.\nExperience managing 24x7 production support teams.\nExperience supporting Banking, Financial Services, or highly regulated industries preferred.\nProven experience managing multiple workstreams, support contracts, or service towers.\nTechnical Knowledge\nStrong understanding of application lifecycle management and production support operations.\nWorking knowledge of:How Enterprise applications work\nMiddleware platforms\nDatabases\nIT Infrastructure concepts (OCP, On Prem, Cloud, etc.)\nCloud environments (Azure/AWS preferred)\n\nHands-on exposure to monitoring and observability tools such as:Dynatrace\nSplunk\nAzure Monitor\n\nService Management\nStrong knowledge of ITIL framework and operational best practices.\nExperience managing:Incident Management\nProblem Management\nChange Management\nService Reporting\nSLA Governance\n\nLeadership & Communication\nExcellent stakeholder management and executive communication skills.\nStrong presentation and reporting capabilities.\nAbility to manage client escalations and complex operational situations.\nExperience leading globally distributed teams.\nPreferred Qualifications\nITIL Foundation or ITIL Managing Professional certification.\nExperience with Banking applications, payment systems, lending systems, cards, or core banking platforms.\nExperience implementing automation and AIOps solutions.\nExperience managing vendor and subcontractor relationships.\nKey Success Metrics\nSLA Compliance\nService Availability\nMTTR Reduction\nIncident Volume Reduction\nClient Satisfaction Scores\nTeam Utilization and Retention\nSuccessful Delivery of Continuous Improvement Initiatives\nContractual and Financial Performance\n.","description_format":"text","description_chars":4861,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services"],"lifecycle":[{"event":"open","at":"2026-10-14T12:38:18Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":23,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-10-14T21:01:20Z"},"pay":null,"html_url":"https://alion.io/job/avanade-service-delivery-lead-manager","json_url":"https://alion.io/job/avanade-service-delivery-lead-manager.json","meta":{"generated_at":"2026-10-14T21:01:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per 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