IT Manager - Service Delivery

Pathway Communications; Markham; On-site; CAD 90,000 - 95,000; Full time

Benefits offered by this job

Health, dental & vision benefits

Paid vacation + sick days

IT certification support

Job summary

Pathway Communications in Markham, Ontario is seeking a Manager IT to own the full lifecycle of service delivery for a portfolio of clients. You will lead 24/7 operations, manage a multi-location team, and drive continuous improvement as a trusted advisor to grow the business.

You will oversee onboarding, project delivery, and governance of ITIL-aligned processes, ensuring SLA compliance and world-class client experience. A senior leadership role with strong Azure/VMware skills is required.

Qualifications

• 5+ years leading service delivery for external clients.
• Proven 24/7 contact center or service desk leadership.
• Deep knowledge of ITIL, SLAs and SOWs.
• Experience with ITSM platforms.
• Client onboarding and project delivery.
• Strong team management and people leadership.
• English fluency; French an asset.

Responsibilities

• Own 24/7 service delivery and service desk operations across delivery regions.
• Lead onboarding and project delivery from contract through go-live.
• Manage Windows Server environments and Microsoft 365 (Exchange, Teams, SharePoint, Intune, Entra ID).
• Leads a multi-location team and builds high-performance culture.
• Define and track delivery KPIs (FCR, MTTR, SLA %, CSAT, uptime).
• Oversee governance, ITSM ticketing, and self-service initiatives.
• Support RFP responses and solution design as ITO delivery SME.
• Identify upsell opportunities within client portfolio.

Skills

Service delivery leadership

24/7 operations management

ITIL and SLAs

ITSM platforms

Client onboarding & project delivery

Team leadership

English fluency

Education

Bachelor's degree in IT/CS

Tools

Azure cloud services

VMware/Hyper‑V

Microsoft 365 admin center

Job description

About us

Pathway Communications has a track record of 30 years providing high-quality Information Technology solutions, including technical contact Centre services at Tiers I, II and III to demanding corporate, government and non-profit clients in Canada and the United States. We commenced operations in 1995 and have grown, over the past 30 years, from being one of Canada’s pioneering ISPs to a provider of end-to-end corporate IT solutions including inbound technical support, infrastructure management, cybersecurity and application development and maintenance. Our commitment to excellence is reinforced by the critical certifications we have. These include, amongst others, SOC, ISO 27000, PCI DSS and Uptime Institute Tier III Certifications for our data center. Visit us on the website www.pathcom.com

ROLE OVERVIEW

The Manager IT owns the full lifecycle of service delivery, client success, and business growth for an assigned client portfolio. You will lead 24/7 operations, manage a multi-location team, drive continuous improvement, and act as a trusted advisor who actively grows the business — equal parts operator, people leader, and commercial driver.

KEY RESPONSIBILITIES

• Service Delivery: Own 24/7 contact center and service desk operations across all delivery regions — ensuring SLA compliance, contract adherence, and world-class client experience.
• Onboarding & Projects: Lead end-to-end client onboarding and project delivery — from contract execution through go-live and into steady-state managed operations.
• Technical Experience: Manage Windows Server environments, administer Microsoft 365 (Exchange, Teams, SharePoint, Intune, Entra ID), leverage Kaseya for monitoring and automation, and ensure endpoint security, patching, and backup compliance.
• People Leadership: Manage, mentor, and develop service desk teams — setting clear objectives, running 1:1s, and building a high-performance culture.
• Reporting & CSI: Define and track all delivery KPIs (FCR, MTTR, SLA %, CSAT, uptime); produce accurate weekly and monthly reports for client and CEO-level review.
• Tools & Governance: Ensure disciplined use of ACD, ITSM ticketing, and knowledge systems; champion self-service and automation to reduce ticket volume and improve efficiency.
• RFPs & Solutioning: Support RFP responses and solution design as the ITO delivery SME — contributing scope, methodology, staffing models, and cost inputs alongside Sales.
• Revenue Growth: Identify upsell and cross-sell opportunities within your client portfolio — growing Pathway wallet share through a trusted-advisor approach aligned to client business goals.

WHAT WE’RE LOOKING FOR

• Bachelor's degree in IT, Computer Science or related field
• 5+ years leading service delivery for external clients
• Proven 24/7 contact center or service desk leadership
• Deep knowledge of ITIL, SLAs and SOWs
• Client onboarding, project delivery, and team management experience
• Hands-on with ITSM platforms
• English fluency (French an asset)

MANDATORYCERTIFICATIONS

• Microsoft certifications (e.g., MS-100, AZ-104, etc.)
• ITIL certification
• Experience with Azure cloud services and virtualization (VMware/Hyper‑V)

GOOD TO HAVE

• CompTIA Security+ / CISSP
• AWS / Azure Fundamentals (CLF-C02 / AZ-900)
• Lean / Six Sigma (Green Belt or higher)
• CCXP — Certified Customer Experience Professional

WHAT WE OFFER

• Compensation & Benefits $90000 - 95000CAD
• Health, dental & vision benefits
• Paid vacation + sick days

Culture & Growth

• Senior role in a rapidly growing Canadian MSP
• IT certification support
• Multi-client portfolio with C-suite exposure

Location: Onsite Markham, Ontario

Job Type: Full-Time

We thank all candidates, but only those selected for an interview will be contacted. We are not accepting calls from recruitment professionals currently.

Pathway Group of Companies is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin as required by the Ontario Human Rights Code.