Bilingual Service Delivery Manager - Azure Cloud Infrastructure

Location: Hybrid (3 Days/Week Onsite)

Duration: 12 Months (Possibility of Extension)

We are seeking a highly motivated Bilingual Service Delivery Manager with strong expertise in Azure Cloud Infrastructure and proven experience managing onsite and offshore teams
. The ideal candidate will be responsible for leading service delivery operations, ensuring SLA compliance, driving operational excellence, and maintaining high levels of customer satisfaction.

The successful candidate must possess excellent communication skills in both English and French and have a strong background in IT service management, Azure infrastructure operations, and stakeholder management.

• Serve as the primary onsite point of contact for all service delivery-related activities.

• Manage end-to-end Azure Cloud Infrastructure operations, including Incident, Problem, Change, and Service Request Management.

• Lead and coordinate onsite and offshore teams, ensuring effective collaboration, workload management, and performance tracking.

• Ensure compliance with contractual SLAs, KPIs, and operational governance standards.

• Conduct regular service review meetings with customers and internal stakeholders.

• Prepare and present service performance reports, operational metrics, risks, and improvement plans.

• Drive continuous service improvement initiatives to enhance operational efficiency and customer experience.

• Collaborate with cloud architects and technical teams to support Azure cloud transformation and modernization initiatives.

• Manage customer escalations and provide timely resolution through proactive communication and leadership.

• Support resource planning, onboarding, mentoring, and competency development across the delivery team.

• Foster strong customer relationships while ensuring high-quality service delivery.

• 8–12 years of overall IT experience

• Minimum 4+ years of Service Delivery Management experience

• Experience managing complex enterprise service delivery environments

• Strong customer and stakeholder relationship management skills

• Experience managing service escalations and vendor coordination

• Strong experience supporting Azure Cloud Infrastructure

• Hands-on knowledge of Azure IaaS and PaaS services

• Experience with Azure monitoring, automation, backup & recovery, and cost optimization

• Understanding of cloud operations governance and best practices

• Strong understanding of ITIL framework and processes

• Incident Management

• Problem Management

• Change Management

• Service Request Management

• SLA and KPI management

• Service governance and operational reporting

• Experience managing onsite and offshore delivery teams

• Resource planning and workload management

• Team performance tracking and coaching

• Cross-functional collaboration with technical and business teams

• Excellent verbal and written communication skills in English and French

• Strong presentation and executive reporting skills

• Ability to engage effectively with customers, leadership, and technical teams

• ITIL Foundation or ITIL Intermediate Certification

• Microsoft Certified:
  Azure Administrator Associate

• Microsoft Certified:
  Azure Solutions Architect Expert

• Bachelor's degree in Computer Science, Information Technology, or a related discipline

• Service Delivery Management

• Azure Cloud Infrastructure

• Azure IaaS & PaaS

• ITIL

• Incident Management

• Problem Management

• Change Management

• Service Request Management

• SLA & KPI Management

• Azure Monitoring

• Azure Automation

• Backup & Recovery

• Cost Optimization

• Stakeholder Management

• Customer Relationship Management

• Onsite–Offshore Team Management

• Escalation Management

• Bilingual (English & French)