Service Delivery Manager

CBRE; Toronto; On-site; CAD 153,000 - 166,000; Full time

Job summary

CBRE is seeking a Service Delivery Manager to own the day‑to‑day service relationship across multiple clients and properties within an MSP environment, handling the full service lifecycle from tickets and escalations to SLA performance and reporting.

You will lead cross‑functional teams, coordinate staffing, oversee incident response and RCA, manage SLAs, and present metrics and service reviews with clients, while upholding CBRE values.

Qualifications

• Bachelor's Degree preferred with 3–5 years of relevant experience.
• ITIL certification (or equivalent) highly desired.
• Experience in staffing, training, development, coaching and measuring performance.
• Ability to translate technical detail for non-technical stakeholders.
• Leadership to motivate quality, efficiency and effectiveness.
• Experience in MSP environments and multiple ticketing platforms.
• Proven experience establishing and operating a call center function.
• Experience with data-driven service reporting and SLAs.

Responsibilities

• Provide formal supervision to employees; monitor training and development.
• Coordinate and manage the team's daily activities and deadlines.
• Respond to and resolve technical and system issues across software packages.
• Communicate ongoing feedback on team and project impact; deliver client-facing trainings.
• Lead by example; model CBRE RISE values and collaborate with stakeholders.
• Own the full ticket lifecycle across multiple clients from intake to resolution.
• Dispatch technologists across project and ticket work; manage workloads.
• Lead outage and incident response, including bridge calls and status updates.
• Respond to incidents outside business hours as required.
• Conduct RCA and apply findings to prevent recurrence.
• Act as escalation point for service issues; coordinate resources.
• Manage and report on SLA performance; drive continual improvement.
• Serve as primary client-facing contact for a portfolio of accounts.
• Oversee technician performance and cross-functional collaboration.
• Collaborate with networking, systems administration, and operations teams.

Skills

Leadership

MSP experience

Incident management

SLA reporting

Vendor coordination

Ticketing systems

Client-facing communication

Change management

Education

Bachelor's degree

Tools

ServiceNow

Zendesk

Freshservice

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.

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.

What You’ll Need

• Bachelor's Degree preferred with 3-5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
• ITIL certification (or equivalent) highly desired.
• Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention preferred.
• Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems.
• Leadership skills to motivate team impact on quality, efficiency, and effectiveness of the job discipline and department.
• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
• Extensive organizational skills with a strong inquisitive mindset.
• Proven experience in a managed services (MSP) environment, supporting multiple clients simultaneously.
• Hands-on experience across multiple ticketing platforms (e.g., ServiceNow, Zendesk, Freshservice), including the design, implementation, and operationalization of these platforms across an organization.
• Proven experience establishing and operating a call center function supporting service requests, incident response, and after-hours coverage.
• Demonstrated ability to manage SLAs and produce data-driven service reporting.
• Familiarity with outage and incident management, including bridge call coordination and root cause analysis (RCA) processes.
• Working knowledge of industry-standard change management practices, including facilitating Change Advisory Board (CAB) meetings and leading the change process end to end.
• Experience working in cross-functional environments alongside networking, systems administration, and operations teams.
• Strong client-facing communication skills, including the ability to translate technical detail for non-technical stakeholders.
• Experience coordinating technical teams, dispatch, and vendor relationships.
• A curiosity for learning new systems and a drive to identify innovative approaches to service-related challenges.
• Willingness to respond to incidents and work outside regular business hours on an ad hoc basis as service demands require.
• A calm, organized approach to escalations, outages, and competing priorities.
• Experience in operational technology, building systems, or commercial real estate.
• Familiarity with monitoring and alerting tools.

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Our Values in Hiring

At CBRE, we are committed to fostering a culture where everyone feels they belong. We value diverse perspectives and experiences, and we welcome all applications.

Disclaimers

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.

About CBRE Group, Inc.

CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Dallas, is the world’s largest commercial real estate services and investment firm (based on 2024 revenue). The company has more than 140,000 employees (including Turner & Townsend employees) serving clients in more than 100 countries. CBRE serves clients through four business segments: Advisory (leasing, sales, debt origination, mortgage serving, valuations); Building Operations & Experience (facilities management, property management, flex space & experience); Project Management (program management, project management, cost consulting); Real Estate Investments (investment management, development). Please visit our website at www.cbre.com.

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Service Delivery Manager position is $110,000 annually [or $52.89 per hour] and the maximum salary for the Service Delivery Manager position is $120,000 annually [or $57.70 per hour]. The compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience.

Equal Employment Opportunity Statement: CBRE is an equal opportunity employer who welcomes and encourages application from all persons regardless of race, creed, ancestry, national or ethnic origin, colour, age, religion, sex, sexual orientation, family status, gender identity or expression, disability or any other status or condition protected by applicable federal, provincial or territorial law. Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individual with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at [e-mail] or via telephone at Via telephone at [phone] (Canada) and [phone] (U.S.)