Service Delivery Manager

Department: Professional Services (HR, Finance, IT, Marketing)

Employment Type: Permanent - Full Time

Location: Home Canada

Reporting To: Gayle Evans

Compensation: CA$71,600 - CA$107,500 / year

Description

Key Responsibilities

• 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. 
• Leads complex escalations and the business-facing response to major incidents.
• Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs.

• 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.

• 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.

• 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.

• 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.

• Manage regional vendor relationships and performance. 
• Ensure vendors meet contractual SLA obligations. 
• Lead structured vendor governance, performance reviews, and escalations.

• Support capacity and demand planning to meet regional business needs. 
• Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements.

• 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

• Proven experience (typically 10+ 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