ITO Service Delivery Lead

Pathway Communications; Markham; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading company in Markham is seeking an experienced ITO Service Delivery Supervisor to lead managed IT services delivery. The role involves overseeing client systems, managing compliance, and building relationships with IT leaders. The ideal candidate has a strong background in MSP services and is proficient in monitoring and security tools.

Qualifications

• Strong MSP/IT services background required.
• Hands-on experience with monitoring & security.

Responsibilities

• Oversee patching, monitoring, backups, and DR testing.
• Manage client onboarding, audits, SLAs, and compliance.
• Lead a team of Service Engineers across Canada & India.

Skills

Client-facing

ITIL-savvy

Service Excellence

Tools

Zabbix

Kaseya

Elastic

Nessus

AD Audit

Rapidfire

Job description

• Job Type: Full-time
• Job Location: On-site based at Markham
• Schedule: Mondays-Fridays; may need to work on-call & after office hours as needed

Are you a results-driven IT leader with a passion for service excellence and client satisfaction?
Pathway Communications is looking for an experienced ITO Service Delivery Supervisor to lead the delivery of managed IT services across our client base. You’ll drive performance, lead a global team, and ensure seamless operations across infrastructure, security, and compliance.
What You'll Do:

• Oversee patching, monitoring, backups, and DR testing across client systems
• Manage client onboarding, audits, SLAs, and compliance
• Build trusted relationships with client IT leaders and executives
• Lead a team of Service Engineers (Canada & India)
• Upsell & Cross-sell IT services (Colocation, Cloud, Security)
• Regularly present reports to clients and internal leadership

Key Tools & Platforms: Zabbix, Kaseya, Elastic, Nessus, AD Audit, Rapidfire
Reporting to: VP, Service Operations | Weekly updates to CEO
Work with: Clients across all locations, entire IT environments
Ideal Candidate: Strong MSP/IT services background, hands-on with monitoring & security, client-facing, ITIL-savvy