Service Delivery Manager
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
First seen 4d ago
No source stated a posting date, so this is when the listing first reached us — which is a floor, not the real age. Last seen at its source 3h ago.
We have tracked this listing since 29 Oct 2026 (4 days). The employer's own board has carried it every time we have read it, most recently 3 hours ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Canada
The description states no restriction of its own. This is the source's own tag.
Pay
CA$71.6k–107.5k/yr
Published by the source in its own salary field. Shown in the posting's own currency and period; we never convert.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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Pinpoint employer's own board first seen 4d ago · last seen 3h ago
The listing
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
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.