Service Delivery Manager

Pythian; Brampton; Remote; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Service Delivery Manager to lead customer service initiatives and ensure high-quality service delivery. This pivotal role involves managing resources, enhancing customer relationships, and overseeing project management processes. If you thrive in a dynamic environment and have a passion for optimizing service delivery, this position offers the chance to make a significant impact. Join a forward-thinking company that values innovation and professional growth, and contribute to a culture of continuous improvement while enjoying the flexibility of remote work from anywhere in Canada or the US.

Benefits

Competitive rewards

Annual bonus

Professional development allowances

Remote work with equipment provided

Opportunities for community involvement

Qualifications

• Extensive experience in managing customer relationships and project management.
• Knowledge of ITIL, Agile, Scrum, and other methodologies.

Responsibilities

• Oversee end-to-end service delivery and ensure compliance with KPIs.
• Build strong relationships with clients and manage resources effectively.

Skills

Customer Experience Management

Project Management

ITIL

Agile

Scrum

Kanban

Waterfall

Stakeholder Management

Communication Skills

Leadership

Education

ITIL Certification

PMP Certification

Prince2 Certification

Lean/Six Sigma Certification

Tools

Cloud Services (Azure, AWS, Google)

Project Management Software

Job description

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About Pythian

Pythian is a multinational company founded in 1997, specializing in strategic database and analytics services. We drive digital transformation and operational excellence, expanding our expertise from mission-critical databases to include advanced analytics, cloud services, and AI. We partner with major cloud providers like Google Cloud, AWS, and Microsoft to deliver innovative solutions that help organizations stay competitive in a rapidly changing digital economy.

Why you?

As a Service Delivery Manager at Pythian, you will ensure our managed services meet customer expectations and are delivered efficiently. Your role involves managing resources, monitoring service quality, maintaining customer relationships, and improving service delivery processes to contribute to customer satisfaction and retention.

Responsibilities

1. Customer Relationship Management: Build strong relationships, understand client needs, and conduct Quarterly Business Reviews.
2. Service Delivery Oversight: Oversee end-to-end service delivery, develop strategies, monitor progress, and ensure compliance with scope, schedule, and budget.
3. Resource Management: Collaborate with technical managers for resource allocation and requirement forecasting.
4. Quality & Performance Management: Monitor KPIs and SLAs, ensure financial management, and implement continuous improvements.
5. Team Leadership: Coordinate with cross-practice technical teams to ensure high-quality service delivery.
6. Service Quality Assurance: Define and monitor KPIs and SLAs, identify improvement areas, and implement enhancements.
7. Financial Management: Manage budgets and optimize margins.
8. Risk Management: Identify risks, develop mitigation strategies, and handle escalations.
9. Documentation and Reporting: Maintain documentation and generate performance reports.
10. Continuous Improvement: Foster a culture of ongoing enhancement within the team.
11. Customer Account Growth: Work with Account Managers to expand client engagement.

Requirements

• Extensive experience in Customer Experience and project management.
• Knowledge of project and change management methodologies (ITIL, Agile, Scrum, Kanban, Waterfall).
• Certifications such as ITIL, PMP, Prince2, Lean/Six Sigma are preferred.
• Technical IT background (Cloud, QA, Software Development, DBA).
• Leadership experience managing senior technical teams and enterprise PMOs.
• Strong stakeholder management and communication skills, including experience presenting to C-level executives.
• Understanding of architectural patterns, cloud services (Azure, AWS, Google), and systems engineering.
• Self-motivated, adaptable, and able to work in a fast-paced environment.

Benefits

• Competitive rewards, annual bonus, and professional development allowances.
• Remote work from anywhere in the US or Canada with necessary equipment provided.
• Opportunities for community involvement and personal growth.

Additional Information

The role requires passing a background check. Accommodations are available for the selection process.

Job Details

• Seniority level: Director
• Employment type: Full-time
• Job function: Project Management, IT
• Industries: IT Services, Consulting