Senior Service Delivery Manager

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Role Overview

The Service Delivery Manager will lead senior-level service delivery activities with a focus on service quality, operational oversight, and client-facing outcomes. This role centers on managing service performance through structured service management practices and clear oversight of SLA, KPI, and XLA commitments. Bilingual communication in English and French is required to support effective collaboration and service delivery.

Key Requirements

• • Bilingual English & French – Mandatory — target L6 (Prof), must-have • • Service Management — target L6 (Prof), must-have • • SLA/KPI/XLA Management — target L6 (Prof), must-have • Managed Services experience. — target L6 (Prof), nice-to-have • • Performance Analysis: — target L6 (Prof), nice-to-have • • People Leadership — target L6 (Prof), nice-to-have • • Stakeholder Management — target L6 (Prof), nice-to-have • Working AI leverage — observed and scored, never assumed • 10–15 years of relevant experience

Responsibilities

Oversee day-to-day service delivery activities and help ensure services are delivered in line with agreed expectations. Manage and track SLA, KPI, and XLA performance, identify service trends, and support actions that improve delivery outcomes. Apply service management practices to maintain service quality, consistency, and accountability. Communicate effectively in English and French with relevant stakeholders to support service coordination, reporting, and issue resolution.

About Techies4tech.ai

This position is for US based clients.

Why join

This role offers the opportunity to contribute directly to service quality and measurable delivery outcomes in a senior service delivery capacity. It is well suited to someone who wants to work across operational performance, service management, and bilingual stakeholder communication. The position also provides scope to apply and strengthen experience in areas such as managed services, performance analysis, people leadership, and stakeholder management where applicable.

Interested in this role?

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