IT Service Delivery Manager

Karbon Digital; Toronto; On-site; CAD 90,000 - 115,000; Full time

Job summary

A leading digital services company in Toronto is seeking an experienced IT Service Delivery Manager to oversee end-to-end IT service operations. The ideal candidate will ensure service excellence and collaborate with technical teams to meet business requirements. Responsibilities include managing client relationships, monitoring service performance, and driving improvements in IT service quality. Candidates must possess a bachelor's degree and at least 7 years of relevant experience.

Qualifications

• Minimum of 7+ years of experience in IT service delivery or operations management.
• Strong knowledge of ITIL principles and ITSM frameworks.
• Excellent communication and leadership skills.

Responsibilities

• Oversee and manage delivery of IT services across multiple domains.
• Serve as the main liaison for clients on IT operations.
• Track service performance metrics and lead root cause analyses.

Skills

ITIL/ITSM Frameworks

SLA & Service Performance Management

Project & Change Management

Client Communication & Stakeholder Engagement

Leadership & Team Coordination

Incident, Problem & Risk Management

Education

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline

Job description

Role Overview

We are looking for a highly skilled and experienced IT Service Delivery Manager to take ownership of end-to-end IT service operations. The ideal candidate will ensure that all services are delivered to the highest standards, meeting business requirements and contractual obligations. Acting as the primary point of contact for clients, this role is critical in maintaining strong relationships, managing escalations, and driving continuous improvements in IT service delivery. The IT Service Delivery Manager will also collaborate closely with technical teams to ensure service excellence and alignment with organizational goals.

Key Responsibilities

• Service Delivery Management: Oversee and manage the delivery of IT services across multiple domains, ensuring adherence to service level agreements (SLAs), compliance standards, and organizational policies.

• Client Relationship Management: Serve as the main liaison for clients on IT operations, addressing inquiries, handling escalations, and ensuring client satisfaction.

• Performance Monitoring: Track service performance metrics, monitor SLA compliance, and lead root cause analyses to resolve recurring issues.

• Process Improvement: Identify gaps, recommend enhancements, and implement best practices in IT service management (ITSM) processes to drive efficiency and service quality.

• Team Coordination: Collaborate with cross-functional teams including network, infrastructure, cloud, security, and support services to ensure seamless delivery of IT solutions.

• Reporting & Governance: Prepare and present regular service performance reports, risk assessments, and strategic updates to organizational leadership.

• Incident & Problem Management: Ensure timely resolution of incidents, effective problem management, and minimal business disruption.

• Project Support: Assist in IT projects by providing delivery oversight and ensuring that operational requirements are considered and met.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.

• Minimum of 7+ years of experience in IT service delivery, operations management, or a related leadership role.

• Strong knowledge of ITIL principles, ITSM frameworks, and service governance methodologies.

• Proven track record of leading IT teams, managing client relationships, and ensuring SLA compliance.

• Experience in process optimization, risk management, and service transition projects is an asset.

• Excellent communication, leadership, and stakeholder management skills.

Key Skills

• ITIL/ITSM Frameworks

• SLA & Service Performance Management

• Project & Change Management

• Client Communication & Stakeholder Engagement

• Leadership & Team Coordination

• Incident, Problem & Risk Management