Job Title: IT Infrastructure Delivery Manager - Managed Services

City: Mississauga

State/Province: Ontario

Posting Start Date: 9/30/26

Job Description:

Job Description

Key Responsibilities

Accountable for steady-state and transformation delivery across infrastructure towers (DC, Cloud, Network, Workplace, Security) with clear ownership for SLA, KPI, CX, and contract adherence in a 24x7 managed services model.
Establish and lead strong delivery governance including service reviews, operational cadence, risk management, audits, and compliance to contractual, regulatory, and enterprise standards; ensure zero surprises for clients and stakeholders.
Drive maturity and consistency across ITIL processes (Incident, Problem, Change, Request, Capacity, Availability), embedding preventive, repeatable, and measurable operations at scale in a multi-vendor ecosystem.
Ensure platform stability, resilience, DR/BCP readiness, and capacity sufficiency through proactive monitoring, trend analysis, and resilience design, minimizing downtime and business impact.
Lead high-severity incidents and service crises with confidence and clarity, ensuring rapid resolution, effective stakeholder communication, strong RCA, and systemic corrective actions.
Drive ongoing service improvement initiatives focused on MTTR reduction, ticket deflection, automation-led productivity, cost optimization, and service quality uplift.
Provide architecture-level oversight on infrastructure changes, migrations, cloud transitions, and upgrades, ensuring designs are operationally scalable, secure, and supportable in BAU.
Lead adoption of automation, observability, AIOps, self-healing, and AI/GenAI-assisted operations; translate innovation from pilots to production to deliver tangible efficiency and reliability gains.
Govern OEMs, hyperscalers, and partner ecosystems with outcome-based accountability, ensuring aligned delivery, performance transparency, and value realization.
Act as a trusted delivery leader for senior client stakeholders, translating operational complexity into outcomes, risks, and value narratives suitable for CxO-level forums.
Build, lead, and retain high-performing global delivery teams with strong focus on capability building, succession planning, and transformation-ready skills.

Key Requirements

10-15+ years in IT infrastructure delivery with substantial experience in large-scale managed services, including steady-state operations, transitions, transformations, and renewals.
Deep understanding of ITIL-based service management, SLA governance, risk controls, audit readiness, and operational reporting in contract-driven environments.
Strong working knowledge of data center, network, compute, storage, cloud, hybrid infrastructure, and security integration, with ability to influence architecture and design decisions.
Proven ability to lead during ambiguity, crises, and high-pressure situations while maintaining service stability, stakeholder confidence, and team morale.
Experience in defining and managing operational metrics, dashboards, and trend-based insights to drive preventive actions and continuous improvement.
Exposure to or hands-on leadership in automation, AIOps, observability platforms, and AI-driven service delivery; strong passion for modernizing managed services operations.
Excellent communication and influencing skills with ability to engage CXOs, clients, and internal leaders using clear, outcome-focused narratives.
Demonstrated capability in leading large, distributed teams and managing vendors through performance governance and value-based engagement models.

Engineering degree or equivalent required; ITIL mandatory; PMP / PRINCE2 / Cloud / Security / AI-related certifications preferred.

Mandatory Skills: AI ML Ops Infrastructure.

Experience: 8-10 Years.

The expected compensation for this role ranges from CAD 100000 to CAD 150000 .