Senior Service Delivery Manager

ValueMomentum; Toronto; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

ValueMomentum is seeking a Senior Delivery Manager to lead the end-to-end delivery of a large-scale infrastructure separation, modernization, and operational transformation program for a client in Canada.

The role is not deeply hands-on, but requires strong understanding of enterprise IT infrastructure, cloud, security, and end-user services to translate business requirements into actionable delivery plans for engineering teams.

Qualifications

• 12+ years delivering IT infrastructure programs
• Experience with MSP transitions or large transformations
• Strong security and compliance understanding
• End-user computing and IT operations experience
• Excellent client-facing communication and stakeholder management
• Coordination of onsite and offshore engineering teams
• Experience in regulated environments; Insurance domain a plus
• Comfortable engaging with business and IT stakeholders on site

Responsibilities

• Own end-to-end infrastructure and IT operations initiatives: scope, schedule, cost, quality.
• Lead delivery of clean separation from existing MSP infrastructure: networks, AD, servers, storage, security.
• Manage transition from incumbent MSP, stabilization, and long-term operations.
• Develop and track integrated delivery plans, milestones, dependencies, risks, mitigations.
• Ensure cross-stream execution across cloud, security, network, end-user, operations.
• Serve as primary customer-facing delivery lead and translate requirements.
• Facilitate governance forums, status reviews, and executive readouts.
• Drive alignment between client IT, business stakeholders, and vendors.
• Proactively manage escalations, risks, and cross-team dependencies.
• Oversee security and compliance oversight, cloud governance, and FinOps alignment.

Skills

Delivery management

Infrastructure

Cloud

Security

Stakeholder management

Onsite & Offshore coordination

Regulatory/compliance

Tools

SOC/MDR

SIEM

EDR

Job description

Experience

12+ Years

Location

Canada/Hybrid

Role Summary:

We are seeking a Senior Delivery Manager to lead the end-to-end delivery of a large-scale infrastructure separation, modernization, and operational transformation program for our client. This role is not deeply hands-on technical, but requires strong understanding of enterprise IT infrastructure, cloud, security, and end-user services to effectively translate business and customer requirements into executable delivery plans for engineering teams.

The Delivery Manager will act as the primary interface between the client, internal engineering teams, ensuring delivery commitments, timelines, governance, and operational stability are met. This is a high-visibility onsite/hybrid role supporting operations and business stakeholders.

Key responsibilities:

Program & Delivery Management:

• Own end-to-end managing of infrastructure and IT operations initiatives, ensuring scope, schedule, cost, and quality targets are met


• Lead delivery of full separation from existing shared MSP infrastructure, including networks, Active Directory, servers, storage, and security


• Manage transition from incumbent MSP, stabilization phase, and move to long-term steady-state operations


• Develop and track integrated delivery plans, milestones, dependencies, risks, and mitigation strategies


• Ensure consistent execution across multiple parallel workstreams (cloud, security, network, end-user, operations)


• Serve as the primary customer-facing delivery lead


• Understand business and regulatory requirements and translate them into clear delivery expectations


• Facilitate regular governance forums, status reviews, and executive readouts


• Drive alignment between Client IT, business stakeholders, engineering teams, and third-party vendors


• Proactively manage escalations, risks, and cross-team dependencies

Infrastructure & Cloud Transformation, Network, Security/Compliance Oversight:

• Oversee delivery of a standalone client-owned infrastructure model with clear governance and ownership


• Ensure implementation of cloud governance, tagging, FinOps alignment, identity controls, and automation standards


• Drive proactive monitoring and alerting across servers, network, security, endpoints, and cloud services


• Coordinate deployment of enterprise-grade security services, including SOC/MDR, SIEM, EDR, and vulnerability management


• Ensure infrastructure meets regulatory, audit, and security posture expectations


• Oversee multi-office IT support, including connectivity, LAN rooms, printers, scanners, and WiFi management


• Ensure consistent and reliable end-user services, including onboarding/offboarding, device lifecycle management, helpdesk, and in-person support


• Ensure Microsoft 365 security and compliance controls are implemented (Backups, Retention, Legal Hold, DLP, MFA, Conditional Access)

Documentation & Operational Readiness:

• Ensure development of operational documentation, including Runbooks, SOPs, Architecture and network diagrams, Disaster recovery and business continuity plans, Asset inventories


• Drive operational readiness, handover, and continuous improvement post-transition

Required Qualifications:

• 12+ years of experience in IT delivery management, infrastructure program management, or IT operations leadership


• Proven experience managing large-scale infrastructure transformation or MSP transition programs


• Strong understanding of Security and compliance concepts


• Strong understanding of End-user computing and IT operations


• Excellent customer-facing, communication, and stakeholder management skills


• Strong ability to coordinate cross-functional engineering teams with Onsite & Offshore model


• Experience working in regulated or compliance-driven environments with Insurance domain is a plus


• Comfortable working onsite and engaging directly with business and IT stakeholders

Desired Skills & Attributes

• Strong delivery mindset with focus on outcomes, accountability, and operational stability


• Ability to balance strategic direction with day-to-day execution


• Organized, structured, and detail-oriented


• Calm under pressure; effective at risk and issue management


• Experience with cloud-first operating models and modern IT service delivery