Service Delivery Manager

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

Job summary

An established industry player is seeking a Service Delivery Manager to lead their managed services team. In this pivotal role, you will ensure exceptional service delivery while managing customer relationships and overseeing resource allocation. The company is renowned for its innovative solutions in database and analytics services, partnering with major cloud providers to drive digital transformation. With a focus on continuous improvement and customer satisfaction, this is an exciting opportunity for a motivated individual to make a significant impact in a dynamic environment. Join a team that values skill development and offers remote work flexibility.

Benefits

Competitive rewards

Annual bonus

Opportunities for skill development

Remote work flexibility

All necessary work equipment

Budget for workspace personalization

Engagement in community activities

Qualifications

• 10+ years managing strategic initiatives in IT.
• Proven leadership of senior technical teams.

Responsibilities

• Manage customer relationships and oversee service delivery.
• Monitor KPIs and implement continuous improvements.

Skills

Customer Experience

Project Management

Stakeholder Management

Agile Methodologies

Cloud Services (Azure, AWS, Google)

Communication Skills

Education

Degree in Computer Science

Tools

ITIL Certification

Job description

Join to apply for the Service Delivery Manager role at Pythian.

Get AI-powered advice on this job and more exclusive features.

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.
• Identify risks, develop mitigation strategies, handle escalations.
• 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

Industries

• IT Services and IT Consulting