Service Delivery Manager

CBRE; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

CBRE in Toronto is seeking an experienced program/service supervisor within a managed services environment to own day-to-day service relationships across multiple clients and properties. You will manage tickets, escalations, SLA performance, reporting, and coordinate with internal teams and external vendors to keep building technology running reliably, while mentoring staff and leading incident response.

The role emphasizes leadership, cross-functional collaboration, and proactive service

Responsibilities

• Provide formal supervision to employees. Monitor the training and development of staff. Conduct performance evaluations and coaching. Oversee the recruiting and hiring of new employees.
• Coordinate and manage the team's daily activities. Establish work schedules, assign tasks, and cross-train staff. Set and track staff and department deadlines. Mentor and coach as needed.
• Respond to and resolve technical and system issues within a variety of software packages. Resolve questions and problems within the department. Document issues, resolutions, or other actions using an incident management system.
• Communicate ongoing feedback on team, project, and department impact of projects. Present team and client facing training for system overviews, changes, and new system deliveries.
• Lead by example and model behaviors that are consistent with CBRE RISE values. Influence parties of shared interests to reach an agreement.
• Own the full ticket lifecycle across multiple clients, from intake and triage through prioritization and resolution.
• Dispatch and assign technologists across project work, task work, changes, and tickets, matching the right resource to the right work while maintaining clear visibility of individual and team workloads to prevent bottlenecks and ensure balanced coverage.
• Lead outage and incident response, including coordinating and running bridge calls, mobilizing the right resources quickly, and communicating status to clients and stakeholders through to resolution.
• Respond to incidents beyond regular business hours as required, ensuring critical issues are managed with urgency regardless of timing.
• Conduct and apply root cause analysis (RCA) following incidents, tailoring the approach to the specific client environment and using findings to prevent recurrence.
• Act as the escalation point for service issues, coordinating resources and keeping clients informed through to resolution.
• Manage and report on SLA performance, producing clear service management reports and driving continual improvement.
• Serve as the primary client-facing contact for a portfolio of accounts, leading service reviews and building long-term relationships.
• Oversee technician performance to ensure consistent coverage and service quality across all sites.
• Collaborate across cross-functional teams, including networking, systems administration, and property operations, to deliver seamless service.

Job description

About the Role:

Working within a managed services (MSP) environment, you will own the day-to-day service relationship across multiple clients and properties. You will be accountable for the full service lifecycle, from tickets and escalations through to SLA performance and reporting, working closely with internal technical teams and external vendors to keep our clients' building technology running reliably.

What You’ll Do:

• Provide formal supervision to employees. Monitor the training and development of staff. Conduct performance evaluations and coaching. Oversee the recruiting and hiring of new employees.
• Coordinate and manage the team's daily activities. Establish work schedules, assign tasks, and cross-train staff. Set and track staff and department deadlines. Mentor and coach as needed.
• Respond to and resolve technical and system issues within a variety of software packages. Resolve questions and problems within the department. Document issues, resolutions, or other actions using an incident management system.
• Communicate ongoing feedback on team, project, and department impact of projects. Present team and client facing training for system overviews, changes, and new system deliveries.
• Lead by example and model behaviors that are consistent with CBRE RISE values. Influence parties of shared interests to reach an agreement.
• Own the full ticket lifecycle across multiple clients, from intake and triage through prioritization and resolution.
• Dispatch and assign technologists across project work, task work, changes, and tickets, matching the right resource to the right work while maintaining clear visibility of individual and team workloads to prevent bottlenecks and ensure balanced coverage.
• Lead outage and incident response, including coordinating and running bridge calls, mobilizing the right resources quickly, and communicating status to clients and stakeholders through to resolution.
• Respond to incidents beyond regular business hours as required, ensuring critical issues are managed with urgency regardless of timing.
• Conduct and apply root cause analysis (RCA) following incidents, tailoring the approach to the specific client environment and using findings to prevent recurrence.
• Act as the escalation point for service issues, coordinating resources and keeping clients informed through to resolution.
• Manage and report on SLA performance, producing clear service management reports and driving continual improvement.
• Serve as the primary client-facing contact for a portfolio of accounts, leading service reviews and building long-term relationships.
• Oversee technician performance to ensure consistent coverage and service quality across all sites.
• Collaborate across cross-functional teams, including networking, systems administration, and property operations, to deliver seamless service.