Role Name: Service Delivery Manager
Location: Mississauga, ON
Job description:
Process – Development., Production Support activities and Batch Support
Required qualifications:
12+ years of experience in Service delivery, development, maintenance, and support projects.
Strong experience in service delivery management for enterprise applications.
Experience supporting Distribution and Insurance applications.
Experience with cloud platforms, preferably AWS.
Experience in Property & Casualty (P&C) Insurance domain.
Experience managing distributed onsite-offshore delivery teams.
Knowledge of ITIL Service Management processes.
Job Duties:
Own end-to-end delivery of production support services across multiple distribution applications, platforms, and support teams.
Serve as the single point of contact and accountable leader for client counterparts across business and technology organizations.
Ensure service stability, availability, reliability, and operational excellence across all supported applications.
Drive adherence to SLAs, KPIs, compliance requirements, and contractual commitments.
Lead major incident management activities and provide clear leadership during critical production events.
Build and maintain strong relationships with client stakeholders, including senior IT and business leadership.
Communicate service performance, risks, mitigation plans, operational challenges, and improvement initiatives proactively.
Act as the primary escalation point for production support and operational matters.
Oversee Incident, Problem, Change, Release, Knowledge, and Service Request Management processes.
Ensure timely triage, prioritization, resolution, and communication of production incidents.
Drive root cause analysis, corrective actions, and preventive measures for recurring issues.
Participate directly in Severity 1 and Severity 2 production incidents, including support during evenings, nights, weekends, and holidays as required.
Provide leadership during critical outages, service disruptions, and business-impacting events until resolution.
Ensure effective incident command, stakeholder communication, and executive updates during major outages.
Drive adoption of AI, GenAI, AIOps, automation, and intelligent monitoring capabilities across support operations.
Implement AI-assisted incident triage, predictive analytics, anomaly detection, root cause analysis, and knowledge management capabilities.
Drive continuous improvement initiatives focused on reducing incidents, improving stability, and increasing operational efficiency.
Required Soft Skills
Excellent verbal and written communication skills.
Strong stakeholder and client management skills.
Ability to work effectively with distributed and cross-functional teams.
Strong consulting and relationship-building skills.
Excellent organizational and leadership capabilities.
Ability to manage multiple priorities in a fast-paced environment.
Strong mentoring and team collaboration skills.