Description

You will own end-to-end service delivery for cloud operations, acting as the primary client contact and managing hybrid onsite/offshore teams.

This role is hybrid.

Responsibilities

• Manage end-to-end cloud operations, including incident, problem, and change management, ensuring delivery meets contractual SLAs, KPIs, and compliance standards.
• Lead a hybrid team (onsite and offshore), ensuring efficient collaboration, workload distribution, and performance tracking.
• Drive continuous improvement initiatives to enhance operational efficiency and customer experience across delivery processes.
• Manage service escalations, provide timely resolutions through proactive communication, and support resource planning and competency development.
• Conduct regular service review meetings with stakeholders and present periodic reports to leadership on service metrics, team performance, and risks.

Required Skills

• 5+ years of experience in IT service delivery, with a strong background in IT Cloud operations and governance.
• Proficiency in ITIL processes, specifically Incident, Problem, Change, and Service Request Management.
• Ability to track and report service performance metrics, drive service improvement plans, and manage complex service environments with multiple stakeholders and vendors.
• Bilingual proficiency in English and French is required.
• Experience handling onsite/offshore delivery models and managing distributed teams.
• Excellent interpersonal and communication skills with a proven track record in customer relationship management.
• Bachelor's degree in a relevant field.

Preferred Skills

• Experience in the Banking, Financial Services and Insurance (BFSI) domain.
• Experience collaborating with technical leads and architects to plan and execute cloud transformation or modernization initiatives.

Key Skills

Education

Bachelor's degree