Senior Service Delivery Manager

Fujitsu; Toronto; On-site; CAD 120,000 - 160,000; Full time

Job summary

Fujitsu in Toronto is seeking a Senior Service Delivery Manager for Digital Workplace and Cloud who will lead end-to-end managed services across Infrastructure, EUC, and Service Desk, ensuring SLAs, XLAs, and strong customer relationships.

You will manage global delivery teams, drive continuous improvement, financial performance, and growth opportunities while upholding ITIL practices and security controls. Travel as needed; relocation not required.

Qualifications

• Bachelor degree in IT/CS/Business and 12+ years in IT managed services.
• 5+ years in service delivery, operations management or IT leadership.
• Experience managing global delivery teams and client-facing managed services.

Responsibilities

• Lead end-to-end delivery of Managed Infrastructure, EUC, Workplace Services, Service Desk and CX Center operations.
• Ensure achievement of SLAs, XLAs, and KPIs with strong governance.
• Manage major incidents, escalations and service recovery activities.
• Build and maintain executive-level customer relationships and reviews.
• Provide reporting, insights and strategic recommendations to stakeholders.
• Drive customer satisfaction, CSAT, NPS, and service performance outcomes.
• Own financials including revenue, profitability, budgeting and cost optimization.
• Identify growth opportunities through renewals, expansions and change requests.

Skills

ITIL Service Management

Cloud Platforms

End User Computing

Service Desk Operations

Infrastructure Services

Global delivery teams

Education

Bachelor's degree in Information Technology / Computer Science / Business

Tools

ServiceNow

ITSM platforms

Job description

Job Location: Toronto, Ontario

Location Flexibility: Multiple Locations in Country

Req Id: 10097

Posting Start Date: 7/15/26

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.

Relocation Supported: No

Visa Sponsorship Approved: No

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.