Service Delivery Manager
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AI Summary
The role is responsible for ensuring stable, reliable, and customer-centric IT services across the region by bridging global strategy with local execution. Key duties include overseeing end-to-end service delivery, managing regional vendors, and driving continuous service improvement initiatives.
Service Delivery Manager
Department: Professional Services (HR, Finance, IT, Marketing)
Employment Type: Permanent - Full Time
Location: Home Canada
Reporting To: Andrew Lau
Compensation: $71,600 - $107,500 / year
Description
The Regional IT Service Delivery Manager (R ITSDM) is responsible for ensuring stable, reliable, and customer-centric IT services across the region. This role bridges global IT strategy with local business execution, ensuring consistent, efficient service delivery aligned to regional business priorities.
The role plays a critical part in maintaining operational continuity, enhancing user experience, and enabling successful delivery and adoption of change initiatives.
Key Responsibilities
Service Delivery & Operations
- Own and oversee end-to-end IT service delivery across all regional sites.
- Ensure high availability, performance, and reliability of IT services.
- Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution.
- Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs.
Stakeholder Management & Engagement
- Act as the primary interface between global service owners, local IT teams, and regional business leadership.
- Build strong partnerships with business leaders, site managers, and country IT teams.
- Facilitate regular service reviews, performance reporting, and feedback sessions.
- Translate business feedback and operational pain points into actionable service improvement initiatives.
- Communicate risks, impacts, and service updates proactively across stakeholders.
Service Governance & Continuous Improvement
- Ensure adherence to ITIL-aligned processes and global IT standards.
- Drive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs).
- Monitor service performance using dashboards and reporting frameworks.
- Lead monthly operational and service review meetings.
Incident, Problem & Change Management
- Reduce major incidents and improve SLA Performance achievement.
- Drive proactive problem management to eliminate recurring issues.
- Ensure high change success rates and minimize emergency changes.
- Support smooth coordination of maintenance activities and releases.
Service Transition & Project Support
- Ensure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU).
- Partner with project teams to ensure operational readiness and service acceptance criteria are met.
Vendor & Supplier Management
- Manage regional vendor relationships and performance.
- Ensure vendors meet contractual SLA obligations.
- Lead structured vendor governance, performance reviews, and escalations.
Capacity Planning & Compliance
- Support capacity and demand planning to meet regional business needs.
- Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements.
Risk & Compliance Management:
- Ensure adherence to IT governance, compliance, and security policies.
- Manage service-related risks and escalate where appropriate.
- Drive initiatives to improve audit readiness and regulatory compliance.
Skills, Knowledge & Expertise
Experience and Education
- Proven experience (typically 5+ years) in IT Service Delivery roles
- Demonstrable experience managing regional or multi-site IT environments.
- Experience working within global / matrixed organisations.
- Strong background in ITIL-based service management frameworks.
- Experience in vendor and supplier management.
- Track record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-scale transformation or service transition programmes.
- Exposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models.
- Strong understanding of ITIL processes (Incident, Problem, Change, Service Level).
- Knowledge of core IT services (EUC, Networks, Cloud, Applications).
- Understanding of service metrics (SLA, XLA, KPIs) and reporting.
- Awareness of governance, risk, and compliance requirements.
- Awareness of AI and automation and their use in improving service delivery and user experience.
- Strong attention to detail with the ability to produce high-quality, professional deliverables, with clear and effective written and verbal communication skills
Essential Requirements
Ability to operate effectively in a regional and global environment.
Willingness to participate in on-call escalation for major incidents.
Ability to travel regionally as required.
Strong customer focus with a commitment to continuous improvement.
Experience driving service governance and performance frameworks.
Ability to operate effectively in a regional and global environment.
Willingness to participate in on-call escalation for major incidents.
Ability to travel regionally as required.
Strong customer focus with a commitment to continuous improvement.
Experience driving service governance and performance frameworks.
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