Location
montreal
Job Type
Full-time
Posted
July 04, 2026
Job Description
Enhance service delivery as a Service Delivery Manager in Montreal for a prominent global engineering firm. This role involves stringent oversight on SLAs and KPIs within a hybrid model.
As a client-facing manager, you'll ensure the highest levels of service quality while managing key account relationships. You will work proactively within a collaborative team, overseeing service operations, leading reviews, and addressing escalations as necessary. Your efforts will help drive continuous service improvement across the organization.
Key Responsibilities:
• Manage SLA and KPI outcomes effectively
• Chair and lead monthly service reviews
• Respond to escalations alongside the Major Incident Manager
• Oversee the CSI register for service improvements
• Build and maintain client stakeholder relationships
Requirements:
• ITIL foundations are highly valued
• Experience in service delivery or client-facing roles
As a client-facing manager, you'll ensure the highest levels of service quality while managing key account relationships. You will work proactively within a collaborative team, overseeing service operations, leading reviews, and addressing escalations as necessary. Your efforts will help drive continuous service improvement across the organization.
Key Responsibilities:
• Manage SLA and KPI outcomes effectively
• Chair and lead monthly service reviews
• Respond to escalations alongside the Major Incident Manager
• Oversee the CSI register for service improvements
• Build and maintain client stakeholder relationships
Requirements:
• ITIL foundations are highly valued
• Experience in service delivery or client-facing roles
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