Service Delivery Manager

XBP Global; Burnaby; On-site; CAD 85,000 - 120,000; Full time

Job summary

XBP Global in Burnaby is seeking a Service Delivery Manager 1 to oversee the end-to-end delivery of services for key clients. You will lead service delivery operations, manage client relationships, and drive continuous improvement to meet SLAs and quality standards.

The role requires strong leadership, excellent communication, and collaboration with cross-functional teams to ensure timely and effective service delivery in a fast-paced IT services environment.

Qualifications

• Bachelor's degree in business administration, information technology, or a related field.
• 3–5 years of experience in service delivery management, client relationships, or IT services.
• Proven track record delivering services to meet client SLAs.
• Strong leadership and communication skills.
• Solid understanding of ITIL and service management best practices.
• Experience with ITSM tools such as ServiceNow or Remedy.

Responsibilities

• Serve as the primary contact for assigned clients, understanding their service needs, objectives, and expectations.
• Develop and maintain strong client relationships, advocating on their behalf within the organization.
• Collaborate with operations, technical support, and project management to ensure timely service delivery.
• Monitor performance against SLAs and KPIs, identify improvements, and implement corrective actions.
• Conduct regular service reviews with clients to review performance and address concerns.
• Coordinate service delivery activities, including requests, incidents, changes, and transitions.
• Lead and mentor a team of service delivery professionals for high performance.
• Develop and implement service improvement initiatives and best practices.
• Prepare and present reports on service delivery to senior management and clients.
• Stay informed on industry trends and incorporate insights into strategies.
• Foster a culture of continuous improvement, collaboration, and accountability.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Skills

Leadership

Client relationship management

Communication skills

ITIL knowledge

ITSM tools experience

Education

Bachelor's degree in Business/IT/related field

Tools

ServiceNow

Remedy

Job description

As a Service Delivery Manager 1, you will play a crucial role in ensuring thesuccessful delivery of services to our clients. You will oversee the execution of servicedelivery processes, manage client relationships, and drive continuous improvementinitiatives to enhance service quality and efficiency. This role requires strongleadership skills, effective communication, and a focus on meeting clientexpectations while adhering to service level agreements (SLAs).

Responsibilities

• Serve as the primary point of contact for assigned clients, understanding theirservice needs, objectives, and expectations.
• Develop and maintain strong relationships with clients, acting as theiradvocate within the organization and ensuring alignment between clientrequirements and service delivery capabilities.
• Collaborate with internal teams, including operations, technical support, andproject management, to ensure timely and effective delivery of services toclients.
• Monitor service delivery performance against established SLAs, KPIs, andquality standards, identifying areas for improvement and implementingcorrective actions as needed.
• Conduct regular service reviews with clients to review performance metrics,address concerns, and identify opportunities for service enhancements.
• Coordinate service delivery activities, including service requests, incidentmanagement, change management, and service transitions, ensuringadherence to established processes and procedures.
• Lead and mentor a team of service delivery professionals, providing guidance,support, and training to ensure high performance and professionaldevelopment.
• Develop and implement service improvement initiatives, processoptimizations, and best practices to enhance service delivery efficiency andeffectiveness.
• Prepare and present regular reports and updates to senior management andclients, summarizing service delivery performance, achievements, and areasfor improvement.
• Stay informed about industry trends, emerging technologies, and bestpractices in service delivery management, incorporating relevant insightsinto service delivery strategies and processes.
• Drive continuous improvement culture within the service deliveryorganization, fostering innovation, collaboration, and accountability amongteam members.
• Ensure compliance with company policies, procedures, and regulatoryrequirements related to service delivery operations and client engagements.

Qualifications

• Bachelor's degree in business administration, information technology, or arelated field (or an equivalent combination of education and relevantexperience).
• Minimum of 3-5 years of experience in service delivery management, clientrelationship management, or a related field, preferably in the IT servicesindustry.
• Proven track record of successfully managing client relationships anddelivering services to meet client expectations and SLAs.
• Strong leadership and management skills, with the ability to lead andmotivate teams to achieve goals and objectives.
• Excellent communication and interpersonal skills, with the ability toeffectively interact with clients, colleagues, and stakeholders at all levels.
• Solid understanding of service delivery processes, ITIL framework, andindustry best practices for service management.
• Experience with service management tools and systems, such as ServiceNow,Remedy, or similar platforms.
• Strong problem-solving skills and analytical abilities, with the ability toidentify issues, analyze root causes, and develop effective solutions.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meetdeadlines in a fast-paced environment.
• Commitment to delivering exceptional service quality, driving continuousimprovement, and fostering a customer-centric culture within theorganization.