Service Delivery Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of and manage the complete IT service delivery across all regional locations.

• Ensure the IT services are consistently available, performing well, and reliable.

• Serve as the regional escalation point for significant incidents, facilitating effective communication and swift resolution.

• Oversee regional service operations by adhering to established processes, utilizing shared tools, and meeting agreed SLAs/OLAs.

• Act as the main liaison between global service owners, local IT teams, and regional business leaders.

• Cultivate strong relationships with business leaders, site managers, and country IT teams.

• Organize regular service review meetings, performance reports, and feedback sessions.

• Convert business feedback and operational challenges into actionable service enhancement initiatives.

• Proactively communicate risks, impacts, and service updates to stakeholders.

• Ensure compliance with ITIL-aligned processes and global IT standards.

• Lead structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs).

• Track service performance using dashboards and reporting frameworks.

• Conduct monthly operational and service review meetings.

• Reduce the occurrence of major incidents and enhance SLA performance achievement.

• Drive proactive problem management to resolve recurring issues.

• Ensure high success rates for changes and minimize emergency changes.

• Support the smooth coordination of maintenance activities and releases.

• Ensure the effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU).

• Collaborate with project teams to meet operational readiness and service acceptance criteria.

• Manage regional vendor relationships and their performance.

• Ensure vendors fulfill their contractual SLA obligations.

• Lead structured vendor governance, performance reviews, and necessary escalations.

• Assist in capacity and demand planning to meet regional business requirements.

• Ensure compliance with regional regulations, including data residency, labor laws, and audit requirements.

• Maintain adherence to IT governance, compliance, and security policies.

• Manage service-related risks and escalate as necessary.

• Propel initiatives aimed at enhancing audit readiness and regulatory compliance.

⛳️ Requirements

• Demonstrated experience (typically over 5 years) in IT Service Delivery roles.

• Proven experience managing regional or multi-site IT environments.

• Background in working within global/matrixed organizations.

• Strong foundation in ITIL-based service management frameworks.

• Experience in vendor and supplier management.

• Track record of delivering quantifiable service improvements (e.g., SLA, CSAT, MTTR) and involvement in large-scale transformation or service transition programs.

• Familiarity with regulated industries or compliance-intensive environments, including support for 24x7 operational models.

• Strong knowledge of ITIL processes (Incident, Problem, Change, Service Level).

• Understanding of core IT services (EUC, Networks, Cloud, Applications).

• Familiarity with service metrics (SLA, XLA, KPIs) and reporting mechanisms.

• Awareness of governance, risk, and compliance requirements.

• Awareness of AI and automation and their applications in enhancing service delivery and user experience.

• Excellent attention to detail with the capability to produce high-quality, professional deliverables, along with strong written and verbal communication skills.

• Ability to operate effectively in both regional and global environments.

• Willingness to participate in on-call escalation for significant incidents.

• Ability to travel regionally as needed.

• Strong customer orientation with a dedication to continuous improvement.

• Experience in driving service governance and performance frameworks.

🏝️ Benefits

• Job Benefits