IT Infrastructure Service Delivery Manager

Export Development Canada; Toronto; Hybrid; CAD 94,000 - 127,000; Full time

Job summary

Join a leading company as an IT Infrastructure Service Delivery Manager, focusing on enhancing customer experiences and service delivery in a hybrid work environment. With a commitment to equity and diversity, this role emphasizes collaboration, sustainability, and professional growth. Drive innovation while managing infrastructure services for a better trade ecosystem.

Benefits

Flexible benefits

Defined Contribution Pension Plan

Competitive vacation program

Comprehensive wellness programs

Professional Development support

Qualifications

• Minimum 7 years’ experience in Service Delivery Management for IT.
• Strong understanding of infrastructure components.
• Bilingual in French and English is a plus.

Responsibilities

• Build and maintain strong relationships with customers.
• Identify opportunities for improving service delivery.
• Act as escalation point for incidents and issues.

Skills

Customer service

Analytical skills

Problem-solving

Communication

Stakeholder management

Education

University degree in computer science or related field

Tools

ServiceNow

Job description

Application deadline: June 6th, 2025

Join the EDC Team!

At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade. #LI-Hybrid

Position: IT Infrastructure Service Delivery Manager

Employment Type:Permanent

Compensation Details :

• Service Delivery Manager 18: Salaries range from $94,664 to $126,219 annually, based on qualifications and experiences, plus a performance-based incentive.

Location:

• Export Development Canada operates in a hybrid work environment, currently requiring employees to work in the office 2 days per week. (subject to change)
• This role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, Mississauga, Montreal, Brossard, Laval, Calgary, Halifax, or Vancouver.
• Relocation assistance is available for candidates who meet the eligibility criteria.

About EDC:

At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Why Join EDC?

• Collaborate with a diverse, experienced team – Work alongside talented professionals who bring a wealth of knowledge and expertise to drive success.
• Thrive in a supportive, teamwork-driven environment – Flourish in a workplace where collaboration and mutual support are paramount.
• Impact global communities through sustainable growth in emerging markets – Make a meaningful difference by fostering sustainable development in key regions around the world.
• Recognized as one of Canada’s Top 100 Employers, Best Diversity Employers, and a Top 100 Family-Friendly Employers – Join a company that is celebrated for its commitment to excellence, diversity, and work-life balance.
• Enjoy a comprehensive Total Rewards package:
  • Flexible benefits – Our program lets you choose coverage that suits your unique needs, including Medical, Dental, Life, and more. Plus, we offer additional Flex credits to tailor your plan even further.
  • Defined Contribution Pension Plan – Secure your future with our generous matching program that helps you save for retirement.
  • Competitive vacation program – Enjoy a work-life balance with our competitive vacation program, starting with 4 weeks of vacation and 2 floater days each year for permanent employees.
  • Comprehensive wellness programs – Stay healthy and happy with access to wellness initiatives, mental health support, and fitness programs.
  • Professional Development – Advance your career with our support for growth and development through conferences, language training, and educational opportunities.

Team Overview:

• The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC:
• • Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
  • Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.
  • Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.
  • Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.
• The Service Delivery & IT Resiliency team at EDC focuses on enhancing technology accessibility for consumers by promoting continuity and resiliency, enhancing observability in the environment, and fostering positive relationships with business lines to improve their technology experience. The Team is made up of EDC staff and managed services and is creating a Service Delivery Management capability to support EDC’s IT infrastructure teams.
• As a Service Delivery Manager in our Infrastructure IT group, you will act as the representative for the teams that deliver infrastructure services, including servers, networks, and data centres. You will be the primary point of contact for internal customers, addressing concerns and handling escalations. Building and maintaining strong relationships with customers, understanding their requirements, and ensuring their satisfaction with our services will be key aspects of your role. You will focus on delivering exceptional customer experience by proactively identifying and addressing customer needs, ensuring timely and effective communication, and continuously seeking ways to improve the customer journey.

What you will be doing:

• Customer Experience: Build and maintain strong relationships with customers, understanding their requirements and ensuring their satisfaction with our services. Communicate customer feedback to the team and drive improvements based on their input.
• Service Improvement: Identify opportunities for improving infrastructure service delivery processes and implement changes to enhance efficiency and effectiveness.
• Assist and Advise: Assist and advise infrastructure product owners to improve their service delivery, providing insights and recommendations based on performance data and customer feedback.
• Incident and Problem Management: Act as the escalation point for incidents and problems that require additional attention, ensuring issues are addressed promptly and effectively. Monitor the resolution process to minimize disruption to business operations and escalate issues as necessary.
• Infrastructure Performance Monitoring: Track and analyse the performance of infrastructure components to ensure they meet service levels and quality standards. Ensure performance metrics align with customer expectations and proactively address any issues that may affect customer satisfaction.
• Reporting: Produce standard reports on infrastructure service performance, ensuring they are clear, relevant, and tailored to customer needs. Maintain documentation for service delivery processes and procedures, making it accessible and understandable for customers.
• Service Definitions and Documentation: Develop and refine Service Definitions with Product Owners, ensuring clear, measurable, and achievable Service Levels. Collaborate on delivery frameworks and operational models.
• Business Continuity Management: Record any areas where Business Continuity Management (BCM) requirements do not match IT capabilities. Identify gaps in resilience and recovery capabilities, document these discrepancies, and work with relevant teams to address them.
• Service Delivery Management Practice: Help build and improve the service delivery management practice for the infrastructure team using industry standard methods.
• ITSM Tools : Use IT Service Management (ITSM) tools such as ServiceNow to manage and measure infrastructure portfolios, services, and products.

What we are looking for:

• Education: University degree in a relevant field such as computer science, information technology, or a related discipline.
• Domain experience: Minimum 7 years’ experience in Service Delivery Management for an IT team organization , particularly in Infrastructure Management.
• Domain knowledge: Strong understanding of infrastructure components such as servers, networks, and data centers. Strong understanding of IT portfolio, products and services alignment and management.
• Analytical capability: Excellent problem-solving and analytical skills.
• Communication skills: Excellent oral and written communication skills.
• Stakeholder management : Exceptional customer service skills, with a proven track record of building and maintaining strong customer relationships. Demonstrated ability to enhance customer experience and satisfaction.
• Ability to manage multiple tasks and priorities in a fast- paced environment.

What will make you stand out:

• Certifications: ITIL, PMP, Agile, Lean.
• Functional experience: Experience using ServiceNow related modules (i.e., SN Portfolio Management).
• Language: Bilingual in both official languages (French and English)

Eligibility:

• Eligibility: EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements.The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.

Apply today!

Want to learn more about EDC? Check our website here https://www.edc.ca

EDC's Commitment to Employment Equity

Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.

We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.

Should you require any accommodation during the recruitment and selection process, please let our Recruitment team know

Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that a pool of qualified candidates may be established and may be used to staff similar positions at this level at EDC.