Managed Services, Service Delivery Manager (Bilingual FR/EN)

Description

This Advisory role sits in the SAP specialism at manager level.

The business application consulting group helps clients improve operational efficiency, from analysing needs and implementing software to training and ongoing support.

As an SAP generalist, you will work across several SAP applications, helping clients use them effectively and reach their strategic goals.

The work moves quickly and is focused on growth. The team is hardworking and supports career development, collaboration and work-life balance.

The role fills a gap left by a valued team member who has departed, keeping service continuity and quality standards intact.

Responsibilities

• Oversee the daily running of one or more managed services contracts covering application, infrastructure and AI, and make sure ITSM standards are met.
• Keep service delivery at or above customer expectations and SLAs by actively managing tickets, resolving issues promptly, and running team huddles to track progress and hours.
• Coach and guide delivery teams to give strong customer service and follow defined processes and workflows.
• Report issue status, progress updates and ticket closures clearly.
• Define and track performance metrics that support service goals and organisational strategy.
• Work with clients and internal specialists to build a backlog ranked by client need.
• Watch ticket dashboards to keep workloads balanced and the onshore and offshore mix on target.
• Coordinate escalations and collaboration among client leads, staff and third-party partners.
• Manage project financials and the client contract, including any change requests.
• Lead client transition and onboarding activities.
• Help project teams hand work over between project and support phases.
• Build tools and processes that help grow the Application Managed Services teams.

Requirements

• 6+ years working in a technology environment.
• Consulting experience and managed services experience, including service quality oversight, billing and client-driven changes.
• Relevant background in end user support and managed services, plus experience with front office applications.
• Working knowledge of ITIL support processes and how to apply them to running support services.
• A record of defining and improving processes, holding people accountable, and preparing and presenting performance metrics to leadership.
• Proven leadership that motivates a team to produce innovative solutions and excellent customer service.
• Ability to explain complex issues in plain terms.
• Preferred: ITIL v3 or v4 Foundations certification.
• Preferred: familiarity with or certification in one or more of ITIL, DevOps, COBIT, or technologies such as Workday, Salesforce, Oracle, Microsoft and Cisco.

Conditions

The role is bilingual, in French and English.

The salary range is $112,400 to $162,400. This range applies to major city-centre locations, and ranges may differ elsewhere because hiring is national.

Base pay depends on skills, experience, qualifications and work location within Canada.

Visa sponsorship is not available.

No government security clearance is required.

The posting closes October 23, 2026.

Accommodation is available on request throughout the application, interview and hiring process.

Benefits

• Variable incentive pay tied to individual and company-wide achievements, where eligible.
• A competitive compensation package and inclusive benefits.
• Flexibility programs and wellbeing support.
• A continuous development environment.
• Talent Acquisition will share full total rewards details during hiring.