GENERAL INFORMATION

Req #
WD00084635
Career area:
Services
Country/Region:
Canada
State:
Ontario
City:
Markham
Date:
Monday, June 30, 2025
Working time:
Full-time

Additional Locations:

• Canada - Ontario - Markham

DESCRIPTION AND REQUIREMENTS

We are seeking an experienced and highly motivated Service Delivery Manager to lead and optimize the delivery of our IT services to clients. The successful candidate will be responsible for ensuring the highest levels of customer satisfaction, service quality, and operational efficiency. This role requires a strong understanding of IT service management principles, excellent communication skills, and a proven ability to manage complex relationships and projects.
Key Responsibilities:

Service Delivery Excellence:

• Oversee the end-to-end delivery of IT services, ensuring they meet agreed upon Service Level Agreements (SLAs) and client expectations.
• Monitor, analyze, and report on service performance, identifying areas for improvement and implementing corrective actions.
• Proactively identify and address potential service delivery issues, leveraging best practices and industry standards (e.g., ITIL).

Client Relationship Management:

• Serve as the primary point of contact for assigned clients regarding service delivery matters, building strong, trusted relationships.
• Conduct regular service reviews with clients, discussing performance, addressing concerns, and identifying opportunities for growth.
• Effectively manage client expectations and ensure transparent communication regarding service status, changes, and incidents.

Team Leadership:

• Foster a high-performance project team culture, promoting teamwork, accountability across the various stakeholders.
• Track resource allocation and workload balancing within the service delivery team to optimize efficiency.

Operational Management:

• Ensure adherence to IT service management processes (incident management, problem management, change management).
• Monitor contractual obligations, deliverables, and milestones, ensuring timely execution.
• Collaborate with internal teams to resolve complex issues and implement new services.
• Develop / maintain comprehensive service documentation.
• Address contract amendments, extensions, and renewals in collaboration with the legal and sales teams.
• Ensure the successful delivery of all contracted services, meeting or exceeding agreed service levels (SLAs) and key performance indicators (KPIs).

Financial Management:

• Drive continuous margin improvement programs, including an annual contract value growth.
• Ensure the As-Delivered financials are tracking in line with, or better than the As-Sold financials.
• Ensure on time and accurate billings.
• Manage the contract’s financial performance, including budgeting, forecasting, and cost control.
• Track revenue recognition and profitability, ensuring alignment with organizational financial goals.
• Collaborate with finance teams to provide accurate billing and resolve discrepancies promptly.

Inventory Management:

• Develop and maintain inventory consumption plans in collaboration with the customer to minimize aged inventory and optimize usage.
• Monitor inventory levels, ensuring alignment with project timelines and operational requirements.
• Implement strategies to manage excess or obsolete inventory, including redeployment or disposal as necessary.
• Coordinate with logistics teams to ensure timely and accurate inventory delivery and reporting.

Qualifications:

• Bachelor’s degree (Information Technology, Business Administration, Computer Science or a related field).
• 8-10 years of experience in IT service management, with at least 5+ years in a Service Delivery Manager role.
• ITIL Foundation certification required; ITIL Intermediate or Expert certifications highly preferred.
• Proven track record of successfully managing and delivering complex IT services to clients.
• Excellent communication, interpersonal, and presentation skills.
• Exceptional problem solving and analytical abilities, with a focus on continuous improvement.
• Demonstrated leadership skills, with the ability to motivate a team.
• Proficiency with ITSM tools (ServiceNow, Jira Service Management, Remedy).
• Experience with Digitial Workplace Solutions (preferred)
• PMP Certified (preferred)
• Fluent in English (+ fluent in French preferred)

Additional Locations:

• Canada - Ontario - Markham
• Canada
• Canada - Ontario
• Canada - Ontario - Markham

Please refer the Job description for details