IT - Service Delivery Manager

Goway Travel; Toronto; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

Goway Travel is seeking an experienced IT Service Delivery Manager to lead our technical support team in Toronto. This contractual position requires strong leadership skills and a deep knowledge of Microsoft services to enhance service delivery. Responsibilities include managing support operations, mentoring staff, and ensuring high-quality customer service. We value commitment to professional growth, offering competitive salaries, benefits, and travel perks.

Benefits

Paid personal days

Birthday off

Comprehensive medical, dental, and vision coverage

Performance incentives

Continuous learning and training

Travel discounts

Qualifications

• 5-10 years of experience in technical support within a Microsoft environment.
• Strong knowledge of Microsoft 365 services and troubleshooting.
• Proven experience managing and leading a technical support team.

Responsibilities

• Lead and mentor a team of L1 and L2 technical support representatives.
• Ensure timely resolution of customer inquiries and issues.
• Collaborate with cross-functional teams to improve service delivery.

Skills

Customer Service Management

Technical Troubleshooting

Analytical Skills

Leadership

Education

ITIL Certification

Tools

IT Service Management Tools

Job description

Description

IT Service Delivery Manager (SDM)

Job Type: Contract – 12 months, possible extension
Location: Toronto – ONSITE for first 3 months, after which a HYBRID arrangement will accommodatedReports to: Director of Information Technology

What will be your key responsibilities?

• Strong emphasis on customer service, and the need for experience with managing or leading an IT helpdesk, or service delivery team. and operations functions. Strong knowledge of the Microsoft Suite, Email and end-user compute.
• Manage Technical Support Team: lead and mentor a team of L1 and L2 technical support representatives, providing guidance, coaching and performance feedback
• Act as an escalation point for complex issues, providing hands-on support to customers when necessary
• Ensure timely and efficient resolution of customer inquiries, issues, and incidents, creating a high level of confidence in our service delivery capabilities
• Have ownership all support processes, workflows and incidents
• Collaborate with cross-functional teams to solve service delivery issues, and establish protocols for efficiency and improvement
• Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides and best practices, to empower both the support team and customers
• Build, train and cultivate a high performing team that provides strong Support that ensuring team performance aligns with company goals
• Continuously evaluate and enhance support processes to increase efficiency, effectiveness and customer satisfaction

What are we looking for?

Qualifications:

• 5-10 years of experience in technical support within a Microsoft environment
• Strong knowledge of Microsoft 365 services (Exchange Online, SharePoint, Teams, OneDrive) and configurations, optimizations, and troubleshooting.
• Proven experience managing and leading a technical support team
• Strong technical background and ability to troubleshoot complex issues
• Passion for delivering a great support experiences and a drive to ensure customer issues are solved; even when the resolution requires assistance outside of your Support Team
• Solid understanding of support metrics and experience in driving team performance towards set goals
• Strong analytical and troubleshooting skills, with the ability to assess client requirements as well as incidents
• Experience in IT Service Management tools
• ITIL certification would be an asset

Preferred Qualifications:

• Certifications such as Microsoft, ITIL, ITSM
• Experience with workflow design, asset management, configuration management
• Familiarity with network technology and its implementation in cloud and hybrid networks.
• Experience with cloud services like M365, AWS, or Azure.

Working Conditions:

• Full-time contractual position with occasional after-hours troubleshooting or emergency support
• In-office presence is required for the first 3 months of the contact, after which remote is possible.

What can you expect from Goway?

Imagine working for a company where your career feels like an adventure. At Goway, you’ll join a global community that supports one another:

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
• Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.
• Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
• Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways.
• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions.
• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted.
  
  
  

How to Apply:

If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

Recruitment scams & fraud warning:

Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway .

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We’re united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com .