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Service Delivery Manager (SDM)

Epsilon Solutions LTD
🇨🇦 Canada
Hybrid
Manager or above
6 months ago
  • ITIL
  • Change Management
6 months ago
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Not enough detail in this posting to match

Job Description:

Job Title:Service Delivery Manager (SDM)
Location: Markham, Ontario, Canada (Hybrid)
Duration: Long Term Contract

Role Overview:
  • We are seeking an experienced Service Delivery Manager (SDM) for a contract‐to‐hire opportunity to manage a high‐visibility application and infrastructure support engagement for a large automotive client.
  • This role requires strong hands‐on service delivery ownership, excellent client‐facing skills, and the ability to stabilize operations, manage escalations, and drive continuous improvement.


Key Responsibilities:

Service Delivery & Operations
  • Own end‐to‐end application and infrastructure support
  • Ensure SLA adherence, reduce ticket backlog, and improve MTTR
  • Oversee patching, upgrades, and maintenance with minimal business impact
  • Establish proactive monitoring to prevent service disruptions


ITIL Process Management
  • Lead Incident, Problem, Change, and Release Management
  • Perform root cause analysis (RCA) and implement preventive actions
  • Ensure compliance with ITIL best practices and internal standards
  • Maintain clear and up‐to‐date service delivery documentation


Client Engagement & Escalation Management
  • Act as the single point of contact for the client
  • Handle critical escalations end‐to‐end
  • Conduct regular service review meetings
  • Present KPIs, SLA dashboards, trends, and improvement plans
  • Support audits and compliance activities


Collaboration with Development & Projects
  • Work closely with development and project teams
  • Ensure smooth transition from development to production
  • Identify risks, dependencies, and readiness gaps
  • Provide operational inputs to roadmap and planning discussions


Team & Resource Management
  • Lead and mentor support teams
  • Manage workload distribution, on‐call coverage, and weekend support
  • Drive a culture of accountability, ownership, and continuous improvement
  • Conduct regular team and performance reviews


Additional Expectations
  • On‐call and weekend support during major incidents or upgrades
  • Strong experience in client‐facing SDM roles & Skills


Mandatory Skills :Benefits Management, Project Financial Management, Project Governance, Project Planning, Quality Management, Resource Management, Risk/Crisis Management, Schedule Management, Scope & Change Management, Stakeholder Management

Service Delivery Manager (SDM) ¡ Epsilon Solutions LTD

Auto apply with Likeremote