Posted yesterday
Bilingual Service Delivery Manager
@ Hays
Montréal, Quebec
Pay:
$95–$105 an hour
Responsibilities:
- Manage day-to-day Service Desk and EUC operations, including incidents, requests, service performance and escalations.
- Act as the primary operational escalation point for Service Desk services.
- Manage supplier performance and ensure appropriate corrective actions when required.
- Participate in the negotiation and finalization of the new Service Desk contract, including SLAs, KPIs, responsibilities, governance and escalation processes.
- Lead the operational transition from the current provider to the new provider.
- Coordinate knowledge transfer, documentation, processes, access, tooling and operational readiness.
Requirements summary:
- Manage supplier performance and ensure appropriate corrective actions when required.
- Coordinate knowledge transfer, documentation, processes, access, tooling and operational readiness.
- Identify opportunities to improve service quality and end-user experience.
- Experience & Profile
- 8+ years of experience in IT Service Delivery, Service Management or IT Operations.
- Strong Service Desk and End User Computing experience.
Source and dates
Employer career site / ATS feed · careerpage
- Employer posting date
- 2026-11-09
- First seen by our source
- 2026-11-11
- Source record updated
- 2026-11-11
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Hays
| Field | Value |
|---|---|
| Open jobs on Jobsy | 299 |
Job Title: Service Delivery Manager
Location: Montreal, QC
Duration: Contract
Mandate
We are looking for an experienced Service Delivery Manager
to manage the day-to-day delivery of Service Desk and End User Computing services and play a key role in an upcoming change of service provider.
Reporting to the Senior Manager, Infrastructure & Operations Support, this person will ensure operational stability while participating in the negotiation of the new Service Desk contract and leading the operational transition to the new provider.
Key Responsibilities
- Manage day-to-day Service Desk and EUC operations, including incidents, requests, service performance and escalations.
- Act as the primary operational escalation point for Service Desk services.
- Manage supplier performance and ensure appropriate corrective actions when required.
- Participate in the negotiation and finalization of the new Service Desk contract, including SLAs, KPIs, responsibilities, governance and escalation processes.
- Lead the operational transition from the current provider to the new provider.
- Coordinate knowledge transfer, documentation, processes, access, tooling and operational readiness.
- Manage transition risks and dependencies with internal IT teams and suppliers.
- Coordinate cutover, go-live and post-transition stabilization.
- Establish effective governance and performance reporting with the new provider.
- Identify opportunities to improve service quality and end-user experience.
Experience & Profile
- 8+ years of experience in IT Service Delivery, Service Management or IT Operations.
- Strong Service Desk and End User Computing experience.
- Experience managing outsourced IT services and large technology suppliers.
- Experience with contract negotiations, RFPs and supplier management.
- Previous experience transitioning IT services between managed service providers is strongly preferred.
- Strong knowledge of ITIL, Incident Management, Service Request Management and Service Level Management.
- Experience with ServiceNow and managing SLAs/KPIs is an asset.
- Fully bilingual in French and English, with strong verbal and written communication skills in both languages.
- Strong leadership, communication, negotiation and problem-solving skills.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
This posting is for an existing vacancy with the organization.
AI may be used to screen, assess or select applicants for the position.
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#1127544 - Tamara Mougharbel
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