Service Delivery Manager

CBTS; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading technology solution provider in Toronto is seeking a Service Delivery Manager (SDM) to oversee the implementation and delivery of managed IT services. The successful candidate will coordinate projects, ensure customer satisfaction, and document process improvements. The ideal applicant has a Bachelor's degree, considerable technical project management experience, and excellent communication skills. The role may require 3-5 days onsite.

Qualifications

• Four (4) years of College or University studies resulting in a Bachelor's Degree or equivalent.
• ITIL3/ITIL4 certification preferred.
• 3 to 5+ years of experience with technology and professional services project work.

Responsibilities

• Manage technical program deliverables via internal teams.
• Ensure effective and efficient communication across verticals.
• Document current state and conduct continuous improvement review.

Skills

Technical project management

Communication skills

Cross-functional collaboration

Customer-focused interpersonal skills

Networking Technologies

Education

Bachelor's Degree or equivalent

Tools

Microsoft Office/Office 365

Microsoft SharePoint

Job description

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com .

The Service Delivery Manager (SDM) is responsible for overseeing program implementation and program delivery for a suite of managed IT services for external clients from transition, onboarding and throughout steady state. The SDM is responsible for overall success and partnership within the organization, while ensuring high customer engagement and satisfaction.

Duties

• Manage technical program (and project) deliverables via internal teams to include: infrastructure, compute, governance, ITSM, et al; conduct regular standup meetings to ensure effective and efficient communication across verticals, as well as timely escalations when necessary; coordinate the assignment of projects via both internal resources and external vendors while interfacing with client to ensure milestones are met - 50%
• Responsible for consistent reporting of program status, issues/risks and provides leadership for obstacle resolution - 20%
• Document current state and conduct continuous improvement review of internal processes - 20%
• Administrative duties as required; other duties as dictated by business and management - 10%

Experience

• Four (4) years of College or University studies resulting in a Bachelor's Degree or equivalent
• ITIL3/ITIL4 certification preferred
• 3 to 5+ years of experience with technology and professional services project work
• 2+ years project management experience delivering technical solutions
• Experience overseeing technical installations, and/or serving in technical sales/sales engineer
• Experience working with customers' technical, business, operational, and financial staffs
• Experience working with hardware and software vendors
• Experience with Client/Server applications, Networking Technologies, Storage Systems, Network Security Methodologies, or other related business technologies
• Strong communication and cross-functional collaboration skills
• Proficient with Microsoft Office/Office 365 suite
• Experience with Microsoft SharePoint desired
• Customer-focused interpersonal skills, professional conduct and communication skills to effectively gather information, ask questions to clarify technical requirements, discuss technical solutions with the customer, and discuss any challenges with internal personnel, external vendors and clients
• Experience with related technical disciplines including IT Security, Business Continuance a plus

The role may require anywhere between 3-5 days onsite.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.