Job Title: Service Delivery Manager
Location: Montreal, QC
Duration: Contract
Rate: CAD$100-105/hr INC
Fully bilingual in French and English, with strong verbal and written communication skills in both languages.
Mandate
We are looking for an experienced Service Delivery Manager to manage the day-to-day delivery of Service Desk and End User Computing services and play a key role in an upcoming change of service provider.
Reporting to the Senior Manager, Infrastructure & Operations Support, this person will ensure operational stability while participating in the negotiation of the new Service Desk contract and leading the operational transition to the new provider.
Key Responsibilities
- Manage day-to-day Service Desk and EUC operations, including incidents, requests, service performance and escalations.
- Act as the primary operational escalation point for Service Desk services.
- Manage supplier performance and ensure appropriate corrective actions when required.
- Participate in the negotiation and finalization of the new Service Desk contract, including SLAs, KPIs, responsibilities, governance and escalation processes.
- Lead the operational transition from the current provider to the new provider.
- Coordinate knowledge transfer, documentation, processes, access, tooling and operational readiness.
- Manage transition risks and dependencies with internal IT teams and suppliers.
- Coordinate cutover, go-live and post-transition stabilization.
- Establish effective governance and performance reporting with the new provider.
- Identify opportunities to improve service quality and end-user experience.
Experience & Profile
- 8+ years of experience in IT Service Delivery, Service Management or IT Operations.
- Strong Service Desk and End User Computing experience.
- Experience managing outsourced IT services and large technology suppliers.
- Experience with contract negotiations, RFPs and supplier management.
- Previous experience transitioning IT services between managed service providers is strongly preferred.
- Strong knowledge of ITIL, Incident Management, Service Request Management and Service Level Management.
- Experience with ServiceNow and managing SLAs/KPIs is an asset.
- Strong leadership, communication, negotiation and problem-solving skills.
