Service Delivery Manager

Pythian; Ontario; Remote; CAD 90,000 - 120,000; Full time

Job summary

A leading company in database and analytics services is seeking a Service Delivery Manager to ensure efficient service delivery and customer satisfaction. This role involves managing resources, improving processes, and leading teams to meet client needs. The ideal candidate will have extensive project management experience, strong leadership skills, and a background in IT. The position offers competitive rewards, remote work flexibility, and opportunities for skill development.

Benefits

Competitive rewards

Annual bonus

Skill development opportunities

Remote work flexibility

Budget for workspace personalization

Qualifications

• 10+ years managing strategic initiatives.
• 5+ years working with senior management.

Responsibilities

• Manage customer relationships and oversee service delivery.
• Monitor KPIs and SLAs, manage budgets.
• Lead cross-functional teams for high-quality service.

Skills

Customer Experience

Project Management

Stakeholder Management

Communication

Leadership

Education

Degree in Computer Science

Tools

ITIL

Agile

Cloud Services

Job description

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Why Pythian

At Pythian, we are experts in strategic database and analytics services, driving digital transformation and operational excellence. Founded in 1997, we have a strong reputation for solving tough data challenges and have expanded our expertise to include advanced analytics, cloud services, and AI technologies. We partner with major cloud providers like Google Cloud, AWS, Microsoft, Oracle, SAP, and Snowflake 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 that 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, contributing to customer satisfaction and organizational success.

What will you be doing?

• Manage customer relationships, understand client needs, and conduct Quarterly Business Reviews.
• Oversee end-to-end service delivery, develop strategies, and ensure compliance with scope, schedule, and budget.
• Coordinate resource allocation and forecast requirements with technical managers.
• Monitor KPIs and SLAs, manage budgets, and implement continuous improvements.
• Lead cross-functional teams to ensure high-quality service delivery.
• Define and monitor KPIs and SLAs, identify improvement areas, and implement process enhancements.
• Develop and manage budgets, ensure margin optimization.
• Maintain documentation, generate performance reports, and foster a culture of continuous improvement.
• Work with account teams to expand client engagement.

What do we need from you?

• Extensive experience in Customer Experience and project management methodologies.
• ITIL certification and technical IT experience (e.g., Cloud, QA, Software Development, DBA).
• Proven leadership of senior technical teams and PMO experience.
• Strong influence, stakeholder management, and communication skills, including experience with C-level audiences.
• Understanding of project and system development lifecycles, Agile frameworks, and cloud services (Azure, AWS, Google).
• Degree in Computer Science or related field preferred; 10+ years managing strategic initiatives; 5+ years working with senior management.
• Self-motivated, adaptable, and capable of working in a fast-paced environment.

What do you get in return?

• Competitive rewards, annual bonus.
• Opportunities for skill development, training, and certifications.
• Remote work flexibility within the US or Canada.
• All necessary work equipment and a budget for workspace personalization.
• Engagement in community activities and volunteer opportunities.

Hiring Disclaimer

Background checks are required. Accommodations available upon request for all candidates.

Seniority level

• Director

Employment type

• Full-time

Job function

• Project Management and Information Technology