This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Delivery Manager based in Canada.
This role is responsible for ensuring reliable, customer-centric delivery of mission-critical technology services in a complex enterprise environment.
You will act as a key point of contact for major incidents, service restoration, operational performance, and continuous improvement.
The position combines strategic advisory responsibilities with hands-on oversight of applications, infrastructure, security, and production environments.
You will work closely with business, technology, and external partners to resolve issues, manage risks, and maintain service commitments.
Success in this role requires strong analytical thinking, operational discipline, and the ability to navigate complex stakeholder environments.
You will also contribute to technology strategy, operational efficiency, deployment activities, and initiatives that strengthen service reliability.
This is an opportunity to influence enterprise-wide technology delivery while helping ensure business outcomes, service levels, and risk objectives are consistently achieved.
Accountabilities:
- Serve as a trusted advisor to business and technology stakeholders, providing strategic input, recommendations, and subject matter expertise to support business priorities and technology decisions.
- Act as a focal point for major issue and incident management, coordinating restoration activities, investigations, stakeholder communications, third-party engagement, and remediation plans to achieve timely resolution.
- Monitor the performance, availability, and operational health of mission-critical applications, infrastructure, security environments, and business transactions while ensuring service level commitments are consistently met.
- Provide end-to-end technology support across applications, computer systems, networks, storage, and related environments, including initial triage, root-cause analysis, troubleshooting, and escalation management.
- Coordinate production deployments, infrastructure provisioning, implementation activities, testing cycles, and change initiatives while ensuring solutions are operationally ready and aligned with established deployment plans and standards.
- Identify emerging issues, operational trends, and opportunities for improvement by analyzing performance data and service information, then translate findings into actionable recommendations and improvement initiatives.
- Lead operational programs and strategic initiatives, managing resources and execution priorities while adapting plans as required to maintain quality, business alignment, and financial objectives.
- Drive the adoption of improved processes, systems, technologies, and operational capabilities, promoting consistency, automation, industry best practices, and stronger service delivery across teams.
- Develop and maintain operational knowledge assets, runbooks, and documentation while supporting knowledge sharing, technical development, mentoring, and communities of practice.
- Collaborate across matrixed technology and business teams to resolve complex issues, strengthen operational capabilities, and ensure effective coordination across dependencies and organizational boundaries.
- Apply sound risk management practices when making operational and technology decisions, protecting assets and ensuring activities remain aligned with approved policies, standards, regulations, and risk appetite.
Requirements:
- Bring typically 7–10 years of professional experience in an IT or business environment, supported by a bachelor’s or master’s degree in computer science, engineering, information systems, mathematics, business, or a related discipline, or an equivalent combination of education and experience.
- Demonstrate strong knowledge of IT operating processes and standards used to ensure effective service delivery, including monitoring, logging, alerting, incident management, and operational controls.
- Have solid knowledge of technology support and operations practices, concepts, systems, tools, dependencies, and processes gained through formal training and/or significant professional experience.
- Demonstrate strong technical and/or business-functional understanding of enterprise systems and the operational dependencies required to maintain reliable technology services.
- Bring expert-level verbal and written communication skills, with the ability to communicate clearly with technical teams, business stakeholders, senior leaders, and external partners.
- Demonstrate advanced analytical and problem-solving capabilities, using data and operational insights to investigate complex issues, identify root causes, and develop practical recommendations.
- Possess strong influencing, collaboration, and stakeholder-management skills, with the ability to work effectively across multiple teams and organizational functions.
- Be comfortable managing ambiguity, navigating complex and non-routine situations, and making sound decisions when requirements, priorities, or operating conditions change.
- Apply a data-driven approach to decision-making and performance management, using relevant metrics and trends to evaluate service quality and identify opportunities for improvement.
- Demonstrate the ability to operate at an enterprise level, balance business value with technology and risk considerations, and influence outcomes without relying solely on direct authority.
Benefits:
- Competitive salaried compensation ranging from CAD $85,500 to CAD $185,000, with the final offer varying according to factors such as location, skills, experience, education, and qualifications.
- Full-time remote work arrangement within Canada, providing flexibility to contribute from a virtual working environment.
- Potential performance-based incentives, discretionary bonuses, and additional rewards as part of the total compensation package.
- Health insurance and other employee protection benefits, including accident and life insurance coverage.
- Retirement savings plans designed to support long-term financial wellbeing.
- Tuition reimbursement to support continued learning and professional development.
- Opportunities to expand technical and leadership capabilities through training, coaching, mentoring, and exposure to enterprise-wide technology initiatives.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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