Service Delivery Manager

Accountabilities:: Serve as a trusted advisor to business and technology stakeholders, providing strategic input, recommendations, and subject matter expertise to support business priorities and technology decisions. Act as a focal point for major issue and incident management, coordinating restoration activities, investigations, stakeholder communications, third-party engagement, and remediation plans to achieve timely resolution. Monitor the performance, availability, and operational health of mission-critical applications, infrastructure, security environments, and business transactions while ensuring service level commitments are consistently met. Provide end-to-end technology support across applications, computer systems, networks, storage, and related environments, including initial triage, root-cause analysis, troubleshooting, and escalation management. Coordinate production deployments, infrastructure provisioning, implementation activities, testing cycles, and change initiatives while ensuring solutions are operationally ready and aligned with established deployment plans and standards. Identify emerging issues, operational trends, and opportunities for improvement by analyzing performance data and service information, then translate findings into actionable recommendations and improvement initiatives. Lead operational programs and strategic initiatives, managing resources and execution priorities while adapting plans as required to maintain quality, business alignment, and financial objectives. Drive the adoption of improved processes, systems, technologies, and operational capabilities, promoting consistency, automation, industry best practices, and stronger service delivery across teams. Develop and maintain operational knowledge assets, runbooks, and documentation while supporting knowledge sharing, technical development, mentoring, and communities of practice. Collaborate across matrixed technology and business teams to resolve complex issues, strengthen operational capabilities, and ensure effective coordination across dependencies and organizational boundaries. Apply sound risk management practices when making operational and technology decisions, protecting assets and ensuring activities remain aligned with approved policies, standards, regulations, and risk appetite. Requirements: Bring typically 7–10 years of professional experience in an IT or business environment, supported by a bachelor’s or master’s degree in computer science, engineering, information systems, mathematics, business, or a related discipline, or an equivalent combination of education and experience. Demonstrate strong knowledge of IT operating processes and standards used to ensure effective service delivery, including monitoring, logging, alerting, incident management, and operational controls. Have solid knowledge of technology support and operations practices, concepts, systems, tools, dependencies, and processes gained through formal training and/or significant professional experience. Demonstrate strong technical and/or business-functional understanding of enterprise systems and the operational dependencies required to maintain reliable technology services. Bring expert-level verbal and written communication skills, with the ability to communicate clearly with technical teams, business stakeholders, senior leaders, and external partners. Demonstrate advanced analytical and problem-solving capabilities, using data and operational insights to investigate complex issues, identify root causes, and develop practical recommendations. Possess strong influencing, collaboration, and stakeholder-management skills, with the ability to work effectively across multiple teams and organizational functions. Be comfortable managing ambiguity, navigating complex and non-routine situations, and making sound decisions when requirements, priorities, or operating conditions change. Apply a data-driven approach to decision-making and performance management, using relevant metrics and trends to evaluate service quality and identify opportunities for improvement. Demonstrate the ability to operate at an enterprise level, balance business value with technology and risk considerations, and influence outcomes without relying solely on direct authority. Benefits: Competitive salaried compensation ranging from CAD $85,500 to CAD $185,000, with the final offer varying according to factors such as location, skills, experience, education, and qualifications. Full-time remote work arrangement within Canada, providing flexibility to contribute from a virtual working environment. Potential performance-based incentives, discretionary bonuses, and additional rewards as part of the total compensation package. Health insurance and other employee protection benefits, including accident and life insurance coverage. Retirement savings plans designed to support long-term financial wellbeing. Tuition reimbursement to support continued learning and professional development. Opportunities to expand technical and leadership capabilities through training, coaching, mentoring, and exposure to enterprise-wide technology initiatives.