Service Delivery Manager (Cloud/Data)

TL;DR

Service Delivery Manager (Cloud/Data): Managing managed services for database and analytics clients to ensure operational excellence and customer satisfaction with an accent on service quality, resource allocation, and stakeholder management. Focus on optimizing delivery workflows, managing large-scale PMO teams, and translating technical services into business value for C-level executives.

Location: Remote (Canada)

Company

hirify.global is a multinational expert in strategic database and analytics services, driving digital transformation through cloud and AI technologies.

What you will do

• Act as the primary point of contact for customers, ensuring services align with their business objectives and providing full oversight of the account.
• Manage the end-to-end service delivery process, from planning and execution to monitoring and reporting.
• Coordinate cross-functional technical teams to ensure delivery of high-quality services aligned with client requirements and SLAs.
• Define and monitor KPIs and SLAs to identify and implement process enhancements to improve service quality.
• Develop and manage budgets for service delivery operations while optimizing customer margins.
• Handle escalations and critical issues, working to find effective resolutions and communicating with stakeholders.

Requirements

• Must be based in Canada.
• 10+ years of experience managing large strategic initiatives.
• 5+ years of experience working with and presenting ideas to C-level decision makers.
• Expert-level knowledge of project and change management, including ITIL certification.
• Technical IT experience in Public Cloud, QA, Software Development, or DBA.
• Strong understanding of SDLC, Project Lifecycle (PLC), and Agile frameworks (Scrum, Kanban).

Nice to have

• PMP, Prince2, or Lean/Six Sigma certifications.
• Bachelor's degree in Computer Science, Engineering, or a related technical discipline.

Culture & Benefits

• Flexible remote work with no daily travel requirement to an office.
• Annual wellness budget for gym memberships, massages, and fitness.
• Substantial training allowance for professional development and certifications.
• Annual budget to personalize your home work environment and provide necessary equipment.
• Generous paid vacation, sick days, and a designated day off for volunteering.