Service Delivery Manager

Presidio; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

Presidio is seeking a Service Delivery Manager to ensure high standards in service delivery and manage client relationships. This role involves overseeing technical excellence in a managed services environment, driving service improvements, and leading client interactions to meet strategic needs. The position requires strong leadership and customer-facing skills, alongside in-depth knowledge of various technology platforms.

Qualifications

• 8 years in service delivery in a technology services company.
• Strong knowledge of managed IT, cybersecurity, and cloud services.
• Ability to manage tasks and improve client service delivery.

Responsibilities

• Ensure delivery of managed services according to SLAs.
• Act as main contact for service delivery management.
• Build and maintain client relationships.

Skills

Leadership

Customer-facing skills

Organizational skills

Problem-solving

Communication

Education

Certified in ITIL

Certification in Security

Job description

Presidio, Where Teamwork and Innovation Shape the Future

At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights.

The Role

Presidio wishes to recruit an experienced Service Delivery Manager. This role will ensure a high standard of technical excellence in all aspects of service delivery for Presidio customers across our managed services customer base. Key to this role is to drive a highly available and highly secure Service and to ensure all aspects of the delivery of our Services are in line with agreed SLA’s and KPI’s, the Service Management Office standard and customer expectations.

Responsibilities Include

Client Service Delivery

• Work with all technical departments to ensure delivery of managed services as appropriate, in line with agreed processes and SLA’s
• Be the main point of contact for the day-to-day SLA management of all Service Delivery matters
• Escalate significant issues to the senior management Team as appropriate with potential courses of resolution on an as needs basis
• Build, Develop and maintain lasting client relationships
• Ensure the highest standards of change-control to ensure zero-impact on clients’ business continuity
• Identify opportunities for development within the Client environment

Strategic Advisory

• Communicate effectively with clients to identify the future needs of the Service
• Provide support and advice on specific technology used within the Managed Services
• Present on the Scheduled health check and work with the Client and internal teams in managing the remediation program

Governance and Assurance

• Provide scheduled reports on the SLAs and the service KPIs to the customer
• Meet with customer to discuss the level of Service and present the Service Management reports
• Develop and maintain the Service Improvement plan where appropriate
• Ensure best practice is put in place for documentation
• Ensure our processes are being followed in line with ITIL and our compliance standards
• Be Responsible for ensuring compliance with all ISMS policies and Procedures with Presidio EU and support the ISMS continuous improvement process

Internal Management Service improvement and Development and Delivery

• Serve as the Internal customer expert representative across the business and to clients
• Work closely with all service delivery staff to ensure that all clients are being serviced to agreed SLAs
• Manage the P and L for our enterprise clients
• Provide regular progress reports to Senior management

Security

• Understand the customers Security posture and work with the Internal Teams to drive improvements in the Posture
• Escalate any cyber security incidents as required
• Present on the Cyber security roadmap
• Work with the Security Assurance Team to provide and present on security compliant reports

Leadership/ Teamwork

• Dotted line management of the onsite teams, working with them to plan and prioritise workloads
• Play a Leadership role for our clients and develop and foster teamwork amongst the individuals and teams supporting the clients

Required Skills And Professional Experience

• This role will require the development of an in depth knowledge on the use of the various technology platforms used in the delivery of Presidio EU Services including:
• Managed IT as a Service\Cyber Security as a Service\Backup as a Service\DR as a Service\Cloud Services (IaaS, PaaS)
• Essential Security knowledge
• Ability to provide leadership to both onsite and virtual teams
• Exceptional customer-facing skills
• Strong organisational skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Strong organisational skills
• Ability to manage and prioritise tasks efficiently
• Solid resource planning and problem-solving skills
• Excellent verbal and written communication skills

Preferred Skills And Professional Experience

• Minimum of 8 years of experience working in an operations service delivery environment. Preferably a technology services company
• Certified in ITIL (Information Technology Infrastructure Library) foundation or Practitioner level is desired
• Certification in Security is desirable

Your future at Presidio

Joining Presidio means stepping into a culture of trailblazers—thinkers, builders, and collaborators—who push the boundaries of what’s possible. With our expertise in AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you’ll be part of a team that is shaping the future.

Ready to innovate? Let’s redefine what’s next—together.

About Presidio

At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio’s expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally.

For more information, visit www.presidio.com.

Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.

Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes/CVs.