Application deadline: July 24, 2026 12:00 PM ET
Position: IT Infrastructure Service Delivery Manager
Employment Type: Permanent
Compensation Details:- Service Delivery Manager 18: Salaries range from $96,557 to $128,743 annually, based on qualifications and experiences, plus a performance-based incentive.
Location:- Export Development Canada operates in a hybrid work environment, with a current requirement of two in-office days per week, increasing to three days per week in September 2026 (subject to change).
- This role can be performed from EDC's headquarters in Ottawa.
- Relocation assistance is available for candidates who meet the eligibility criteria.
Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.
Team Overview:- The Digital & Technology Solutions (DTS) group under the leadership of the Chief Information Officer was established in 2023 with the mission of empowering our customers and colleagues to take on the world, by seamlessly delivering secure and reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC:
- Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC's 2030 business transformation.
- Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.
- Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.
- Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.
- The Service Delivery & IT Resiliency team at EDC focuses on enhancing technology accessibility for consumers by promoting continuity and resiliency, enhancing observability in the environment, and fostering positive relationships with business lines to improve their technology experience. The Team is made up of EDC staff and managed services and is creating a Service Delivery Management capability to support EDC's IT infrastructure teams.
- As a Service Delivery Manager in our Infrastructure IT group, you will act as the representative for the teams that deliver infrastructure services, including servers, networks, and data centres. You will be the primary point of contact for internal customers, addressing concerns and handling escalations. Building and maintaining strong relationships with customers, understanding their requirements, and ensuring their satisfaction with our services will be key aspects of your role. You will focus on delivering exceptional customer experience by proactively identifying and addressing customer needs, ensuring timely and effective communication, and continuously seeking ways to improve the customer journey.
What you will be doing:- Customer Experience: Build and maintain strong relationships with customers, understanding their requirements and ensuring their satisfaction with our services. Communicate customer feedback to the team and drive improvements based on their input.
- Service Improvement: Identify opportunities for improving infrastructure service delivery processes and implement changes to enhance efficiency and effectiveness.
- Assist and Advise: Assist and advise infrastructure product owners to improve their service delivery, providing insights and recommendations based on performance data and customer feedback.
- Incident and Problem Management: Act as the escalation point for incidents and problems that require additional attention, ensuring issues are addressed promptly and effectively. Monitor the resolution process to minimize disruption to business operations and escalate issues as necessary.
- Infrastructure Performance Monitoring: Track and analyze the performance of infrastructure components to ensure they meet service levels and quality standards. Ensure performance metrics align with customer expectations and proactively address any issues that may affect customer satisfaction.
- Reporting: Produce standard reports on infrastructure service performance, ensuring they are clear, relevant, and tailored to customer needs. Maintain documentation for service delivery processes and procedures, making it accessible and understandable for customers.
- Service Definitions and Documentation: Develop and refine Service Definitions with Product Owners, ensuring clear, measurable, and achievable Service Levels. Collaborate on delivery frameworks and operational models.
- Business Continuity Management: Record any areas where Business Continuity Management (BCM) requirements do not match IT capabilities. Identify gaps in resilience and recovery capabilities, document these discrepancies, and work with relevant teams to address them.
- Service Delivery Management Practice: Help build and improve the service delivery management practice for the infrastructure team using industry standard methods.
- ITSM Tools: Use IT Service Management (ITSM) tools such as ServiceNow to manage and measure infrastructure portfolios, services, and products.
What we are looking for:- Education: University degree in a relevant field such as computer science, information technology, or a related discipline.
- Domain experience: Minimum 7 years' experience in Service Delivery Management for an IT team organization, particularly in Infrastructure Management.
- Domain knowledge: Strong understanding of infrastructure components such as servers, networks, and data centers. Strong understanding of IT portfolio, products and services alignment and management.
- Analytical capability: Excellent problem-solving and analytical skills.
- Communication skills: Excellent oral and written communication skills.
- Stakeholder management: Exceptional customer service skills, with a proven track record of building and maintaining strong customer relationships. Demonstrated ability to enhance customer experience and satisfaction.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
What will make you stand out:- Certifications: ITIL, PMP, Agile, Lean.
- Functional experience: Experience using ServiceNow related modules (i.e., SN Portfolio Management).
- Language: Bilingual in both official languages (French and English)
Eligibility:EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada
at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.
Apply today!
Want to learn more about EDC? Check our website at https://www.edc.ca
