Senior Service Delivery Manager

Fujitsu Careers; Toronto; On-site; CAD 140,000 - 190,000; Full time

Job summary

Fujitsu Canada seeks a Senior Service Delivery Manager to lead end-to-end Managed Infrastructure, End User Compute (EUC), Workplace Services, Service Desk and Customer Experience Center operations. You will drive service excellence, contractual compliance, financial performance, and continuous improvement across global delivery teams.

The role requires ITIL expertise, strong leadership, and a proven track record of improving CSAT/NPS and business outcomes, with travel to client sites as needed.

Qualifications

• Bachelor’s degree in IT, CS or related field required.
• 12+ years in IT Managed Services.
• 5+ years in Service Delivery or IT leadership roles.

Responsibilities

• Lead end-to-end delivery of Managed Infrastructure, EUC, Workplace Services, Service Desk and CX Center operations.
• Ensure SLA/XLA attainment and strong customer satisfaction metrics.
• Manage major incidents, escalations, and service recovery activities.
• Provide regular executive reporting and strategic recommendations.
• Oversee financial performance including revenue, budgets, forecasts, and margins.

Skills

IT Managed Services

Service Delivery

Leadership & People Management

ITIL Expertise

Client Relationship Management

Financial Acumen

Education

Bachelor's degree in IT/CS/Business

Tools

ServiceNow

Azure

AWS

Microsoft 365

Job description

At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world‑leading digital transformation partner, we are committed to transforming business and society in the digital age.

With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co‑create solutions that drive enterprise‑wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

Senior Service Delivery Manager – Digital Workplace and Cloud

The Service Delivery Manager (SDM) is accountable for the successful delivery of managed IT services across Infrastructure, End User Compute (EUC), and Customer Experience Center (Service Desk) operations. The role serves as the primary operational and customer‑facing leader responsible for ensuring service excellence, contractual compliance, customer satisfaction, financial performance, and continuous service improvement.

The SDM manages global delivery teams, oversees service governance, drives operational maturity, and acts as the trusted advisor to customer stakeholders. The position requires strong ITIL service management expertise, financial acumen, leadership capability, and a passion for delivering measurable business outcomes.

Key Responsibilities

• Lead the end‑to‑end delivery of Managed Infrastructure, End User Computing (EUC), Workplace Services, Service Desk, and Customer Experience Center operations.
• Ensure achievement of contractual commitments, service level agreements (SLAs), experience level agreements (XLAs), and key performance indicators (KPIs).
• Manage major incidents, escalations, service recovery activities, and root cause analysis to maintain operational stability.
• Build and maintain strong customer relationships, serving as the primary point of contact and escalation for service delivery matters.
• Conduct regular service reviews and provide executive‑level reporting, insights, and strategic recommendations.
• Drive customer satisfaction, user experience improvements, CSAT, NPS, and service performance outcomes.
• Own financial performance including revenue, profitability, forecasting, budgeting, resource utilization, and cost optimization.
• Identify and pursue growth opportunities through contract renewals, service expansions, and change requests.
• Ensure compliance with ITIL processes, security requirements, audit controls, regulatory obligations, and contractual commitments.
• Manage supplier, partner, and third‑party vendor performance to ensure service delivery excellence.
• Lead continuous service improvement, automation, AI adoption, self‑service initiatives, and operational transformation programs.
• Champion shift‑left support strategies, proactive service models, and operational efficiency improvements.
• Lead, coach, and develop geographically distributed teams across onshore, nearshore, and offshore delivery locations.
• Foster a culture of accountability, customer focus, innovation, collaboration, and operational excellence.
• Drive measurable business outcomes through service reliability, operational maturity, customer advocacy, and continual improvement initiatives.
• Willing to travel as needed to meet customers face to face.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field.
• 12+ years of IT Managed Services experience.
• 5+ years in Service Delivery, Operations Management, or IT Leadership roles.
• Strong knowledge of:
  • Infrastructure Services
  • End User Computing
  • Service Desk Operations
  • Cloud Platforms (Azure, AWS, M365)
  • ITIL Service Management
• Experience managing client‑facing managed services accounts.
• Experience owning service financials, budgets, forecasts, and margins.
• Proven background managing global delivery teams.

Preferred Qualifications

• ITIL Foundation or ITIL Managing Professional Certification.
• PMP, Prince2, or Agile certification.
• Experience with ServiceNow or equivalent ITSM platform.
• Experience leading digital transformation, automation, or AI‑driven service initiatives.

Success Measures

• SLA / XLA attainment
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Service Availability and Reliability
• Incident Reduction
• Margin Achievement
• Revenue Growth
• Continual Service Improvement Delivery
• Employee Engagement and Retention

Executive One‑Line Summary

The Service Delivery Manager is accountable for delivering exceptional Infrastructure, End User Compute, and Customer Experience Center services while driving customer satisfaction, operational excellence, financial performance, and continuous service innovation.

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.