Service Delivery Manager

HostPapa, Inc.; Canada; Remote; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Remote-first culture

Competitive pay

Growth opportunities

AI tools access

Job summary

Managed.com, the company behind HostPapa, Inc., is seeking a Service Delivery Manager to own partner onboarding, migrations, integrations, and ongoing service-delivery coordination. You will connect partners with technical and operational stakeholders, manage delivery priorities and risks, and drive improvements in quality and efficiency.

You will lead partner meetings, coordinate timelines, and translate business needs into actionable tasks for technical teams.

Qualifications

• At least 3 years in IT service delivery, project management, or similar
• Strong understanding of SaaS platforms, migrations, and cloud tech
• Familiarity with ITSM, SLA management, incident and escalation processes
• Experience coordinating multiple projects and dependencies independently

Responsibilities

• Own onboarding of new SaaS partners from planning to handover
• Manage end-to-end onboarding, migrations, and integrations across multiple engagements
• Coordinate delivery activities, resources, priorities, and timelines
• Monitor backlogs, SLAs, risks, incidents, and escalations; resolve blockers
• Lead partner meetings, reviews, and roadmap discussions with updates
• Translate partner requirements into actions for technical, product, and support teams
• Maintain delivery docs, runbooks, risk registers, and handover procedures
• Report on delivery progress, capacity, risk, performance, and go-live timelines
• Identify opportunities for workflow automation and AI-assisted ops
• Drive continuous delivery improvements and partner experience
• Support other tasks/projects as needed

Skills

IT service delivery

Project management

Technical consulting

SaaS platforms knowledge

English communication

Tools

Documentation tools

Project planning tools

Support tools

Job description

Position Summary:

At managed.com, we're a remote-first, global team. We're also AI-first, so finding practical ways to use AI is part of every role here.

As the Service Delivery Manager, you will own partner onboarding, migrations, integrations, and ongoing service-delivery coordination. You will connect partners with technical and operational stakeholders, manage delivery priorities and risks, and improve the quality, efficiency, and transparency of service delivery.

What you’ll do:

• Own the onboarding of new SaaS partners and guide delivery from initial planning through handover
• Manage end-to-end product onboarding, platform migrations, and integrations across multiple concurrent partner engagements
• Plan and coordinate delivery activities, resources, priorities, dependencies, and timelines
• Monitor delivery backlogs, service-level commitments, risks, incidents, and escalations, and coordinate action to resolve blockers
• Lead partner meetings, delivery reviews, and roadmap discussions while providing clear, timely updates on progress and open issues
• Translate partner requirements and business needs into clear actions for technical, product, support, and operational stakeholders
• Maintain delivery documentation, runbooks, status records, risk registers, and handover procedures
• Report transparently on delivery progress, capacity, risk, performance, and time to go-live
• Identify practical opportunities for workflow automation, AI-assisted operations, and process optimization
• Drive continuous improvement in delivery quality, efficiency, service-level performance, and the partner experience
• Support other tasks or projects as assigned to meet team and business needs

About you:

• At least 3 years of experience in IT service delivery, project management, technical consulting, or a similar role
• Strong understanding of SaaS platforms, integrations, migrations, and cloud technologies
• Familiarity with IT service management, service-level management, and incident and escalation processes
• Experience coordinating multiple projects, competing priorities, delivery risks, and dependencies with growing independence
• Ability to gather partner requirements, translate them for technical stakeholders, and communicate progress clearly to different audiences
• Demonstrated customer focus, analytical problem solving, and composure when managing complex issues or high-severity incidents
• Ability to negotiate scope, resolve stakeholder conflict, and balance partner needs with delivery capacity and business priorities
• Experience with complex platform or partner migrations is preferred
• Familiarity with subscription-commerce platforms and Agile or Kanban methodologies is preferred, but relevant transferable skills are also welcome
• Proficiency with documentation, customer-support, and project-planning tools is preferred; experience with comparable tools is acceptable
• Experience with workflow automation, scripting, or AI-assisted operational improvement is an asset
• Communication skills and fluency in written and spoken English, with other languages considered an asset

What we offer:

• Remote-first work, with team members across many countries
• Competitive pay, benchmarked against the markets we hire in
• Room to grow, with real ownership of your work and support for professional development
• Flexibility in how and when you work, within the core hours your team needs
• Access to the AI tools you need to do your work, and the room to experiment with them

About us:

Managed.com is the company behind a family of specialist brands spanning business technology, infrastructure, and channel commerce. These include HostPapa, ColoCrossing, Hostopia, CloudBlue, and LogoMaker. Each brand serves its market through its own products and customer experience. Together, we are bringing those strengths closer to create more connected experiences and help businesses build, operate, and grow in the AI era.

Our culture is built on trust, respect, and doing work that matters to our customers. As our brands come together, there's real room to grow into new roles and new areas of the business.

Managed.com is an equal-opportunity employer. We value the range of backgrounds, perspectives, and experiences across our team, and we hire and promote based on skills and contribution.

We're committed to providing accommodations for people with disabilities at every stage of the hiring process. If you need an accommodation, let us know, and we'll work with you to meet your needs.

It is anticipated that this position will be performed outside of Ontario.