Senior Service Delivery Manager - Hybrid IT MSP

Randstad Canada; Winnipeg; On-site; CAD 90,000 - 120,000; Full time

Job summary

Randstad Canada is assisting a Winnipeg-based MSP with finding an experienced Service Delivery Manager to lead the service team and own daily client service delivery. You will bridge technicians, dispatch, projects, and clients, ensuring workloads are balanced, priorities are clear, and client expectations are met.

This is a senior, people-focused role with authority to shape how service is delivered. You will mentor staff, manage escalations, and drive proactive improvements for a high-quality

Qualifications

• Minimum 5 years of leadership or people-management experience.
• Proven ability to lead, coach, support, and hold team members accountable.
• Comfort and confidence working directly with clients, including difficult conversations and escalations.
• Strong organizational skills and the ability to manage shifting priorities without losing track.
• Sound decision-making and problem-solving skills, and the confidence to handle routine service decisions, scheduling conflicts, and team issues independently.
• Experience managing technical or service-delivery teams is an asset.
• MSP, IT services, help desk, or professional services experience is an asset.
• Familiarity with ticketing or PSA platforms such as HaloPSA is an asset.

Responsibilities

• Lead and support the team: manage, coach, and develop technicians and dispatch staff through regular communication, feedback, and performance conversations.
• Balance workloads and capacity: monitor service queues and technician capacity, rebalance work as priorities shift, and coordinate support work with project scheduling alongside the Project Manager, who owns project delivery.
• Own service decisions: make the call when priorities compete, so technicians can stay focused on the work in front of them.
• Build client relationships: act as a trusted service contact for clients, handle escalations, communicate during outages or scheduling changes, and follow up personally when a client has had a poor experience.
• Drive service quality: run regular ticket reviews, maintain and improve service processes and SOPs, and work with senior technical staff to address recurring issues.
• Lead dispatch: set and coach standards for ticket assignment, prioritization, escalation, and scheduling.
• Manage coverage: coordinate vacation coverage and the after-hours / weekend on-call rotation.
• Improve client satisfaction: gather client feedback, follow up after significant service events, and bring improvement opportunities back to the team.
• Support proactive service: help improve onboarding, hardware lifecycle planning, and other initiatives that move service from reactive to proactive.

Skills

Leadership

People management

Client-facing

Organizational skills

Decision making

Problem solving

Team coaching

Tools

HaloPSA

Job description

Randstad Canada is assisting a Winnipeg-based MSP with finding an experienced Service Delivery Manager to lead the service team and own daily client service delivery. You will bridge technicians, dispatch, projects, and clients, ensuring workloads are balanced, priorities are clear, and client expectations are met.

This is a senior, people-focused role with authority to shape how service is delivered. You will mentor staff, manage escalations, and drive proactive improvements for a high-quality