Service Delivery Manager

Pythian; Ottawa; Remote; CAD 90,000 - 130,000; Full time

Job summary

Pythian is seeking a Service Delivery Manager to ensure managed services meet customer expectations and are delivered efficiently. This role involves managing resources, monitoring service quality, and maintaining customer relationships to contribute to overall organizational success. The ideal candidate will have a strong background in customer experience and project management, with over 10 years of experience in strategic initiatives.

Benefits

Competitive rewards including annual bonus

Training allowance and professional development opportunities

Remote work with no commute

All necessary equipment provided for home office setup

Community engagement and volunteer opportunities

Qualifications

• 10+ years managing large strategic initiatives.
• Experience leading senior technical teams.
• Senior-level PMO experience with full lifecycle management.

Responsibilities

• Serve as the primary contact for customers, building relationships.
• Manage end-to-end service delivery and monitor progress.
• Develop and oversee budgets, optimize margins.

Skills

Customer Experience

Project Management

Problem-solving

Strategic Thinking

Risk Management

Stakeholder Management

Education

Bachelor’s degree in a related technical field

ITIL certifications

PMP, Prince2, Lean / Six Sigma (optional)

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 started by ensuring the reliability and performance of mission-critical databases. We have a reputation for solving tough data challenges and have expanded into advanced analytics as industry needs evolved.

Today, we empower organizations to embrace transformation and leverage advanced technologies, including AI, to stay competitive. We deliver innovative solutions tailored to each client’s data goals and have strong partnerships with Google Cloud, AWS, Microsoft, Oracle, SAP, and Snowflake. Our expertise in data and cloud, combined with our commitment to staying at the forefront of technology, makes us a trusted partner for mid to large-sized businesses in today’s digital economy.

Why you?

As a Pythian Service Delivery Manager, 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. Success in this role contributes to customer satisfaction, retention, and organizational success.

What will you be doing?

• Customer Relationship Management : Serve as the primary contact for customers, building relationships, understanding needs, and translating services into business value, including conducting Quarterly Business Reviews.
• Service Delivery Oversight : Manage end-to-end service delivery, develop strategies, monitor progress, and ensure adherence to scope, schedule, and budget in collaboration with Project Managers.
• Resource Management : Work with technical managers to allocate resources effectively, forecast needs, and address constraints.
• Quality & Performance Management : Monitor KPIs and SLAs, ensure financial efficiency, and implement continuous improvements.
• Cross-functional Team Leadership : Coordinate with technical teams to deliver high-quality services aligned with client requirements and SLAs.
• Service Quality Assurance : Define and monitor KPIs and SLAs, identify improvement areas, and implement process enhancements.
• Financial Management : Develop and oversee budgets, optimize margins.
• Risk Management : Identify risks, develop mitigation strategies, handle escalations, and resolve issues promptly.
• Documentation and Reporting : Maintain documentation, generate performance reports, and communicate outcomes effectively.
• Continuous Improvement : Promote a culture of ongoing enhancement within the team.
• Customer Account Growth : Collaborate with Account Managers to expand client engagement.

What do we need from you?

• Strong background in Customer Experience
• Expertise in project and change management methodologies
• Problem-solving and strategic thinking skills
• ITIL certifications
• Technical IT experience (e.g., Cloud, QA, Software Development, DBA)
• Experience leading senior technical teams
• Senior-level PMO experience with full lifecycle management
• Influence and persuasion skills, including at C-level
• Experience managing large-scale PMO teams
• Risk management, governance, and compliance expertise
• Understanding of project and system development lifecycles, Agile frameworks
• Experience driving cost efficiencies in complex programs
• Optional certifications : PMP, Prince2, Lean / Six Sigma
• Bachelor’s degree in a related technical field preferred
• 10+ years managing large strategic initiatives
• 5+ years working with senior management, comfortable presenting to C-level
• Experience with Agile, Kanban, Waterfall, CICD
• Knowledge of systems and software engineering, technical solutions
• Strong interpersonal and stakeholder management skills
• Understanding of architectural patterns and cloud services (Azure, AWS, Google)
• Ability to work independently in a fast-paced environment

What do you get in return?

• Competitive rewards including annual bonus
• Training allowance and professional development opportunities
• Remote work with no commute, anywhere in the US or Canada
• All necessary equipment provided for home office setup
• Community engagement and volunteer opportunities

Hiring Disclaimer

The successful candidate will need to pass a background check. Accommodations are available upon request for the selection process.

Seniority level

• Director

Employment type

• Full-time

Job function

• Project Management and IT
• IT Services and Consulting

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Manager Service Delivery • Ottawa, ON, Canada