What will you contribute?Reporting to the Director, Client Delivery in North America and Europe, the
Service Delivery Manager is responsible for ensuring the successful delivery of services to clients, maintaining high levels of customer satisfaction, and driving operational excellence across assigned accounts. This role focuses on managing service performance, client relationships, and continuous improvement initiatives to meet contractual obligations and business objectives.
Responsibilities & DeliverablesYour deliverables as Service Delivery Manager will include, but are not limited to:
- Serve as the primary point of contact for incidents, including escalations during weekends when required.
- Act as the main client interface for all service delivery matters, ensuring expectations are met and exceeded.
- Oversee end-to-end service delivery for assigned accounts, ensuring compliance with SLAs, KPIs, and contractual commitments.
- Monitor service performance, analyze trends, and implement corrective actions to maintain high service quality.
- Act with urgency on escalated client matters, ensuring timely resolution and clear communication.
- Support occasional weekend implementations, including Disaster Recovery (DR) tests and critical service activities.
- Drive continuous improvement initiatives to enhance service efficiency, reduce costs, and improve client satisfaction.
- Collaborate with internal teams (operations, support, technical) to ensure seamless delivery and issue resolution.
- Prepare and present regular service performance reports to clients and senior management.
- Identify opportunities for service enhancements and work with account teams to implement changes.
- Ensure proper resource allocation and capacity planning to meet client needs.
- Maintain strong relationships with clients, acting as a trusted advisor for service-related matters.
- Support governance processes, including service reviews and compliance audits.
- Embed AI into project delivery to drive productivity, automate routine activities, strengthen decision quality through trusted data, and deliver continuous process improvement while applying appropriate human judgement.
Required Experience- Proven experience in Service Delivery Management or related roles.
- Proven track record of managing service delivery for large or complex clients.
- Strong understanding of ITIL principles and service management best practices.
- Experience managing SLAs, KPIs, and driving operational improvements.
- Excellent communication and stakeholder management skills.
- Ability to lead cross-functional teams and manage escalations effectively.
Additional Qualifications (Not Mandatory)- Solid project management skills and experience would be an asset. (Demonstrated ability to manage multiple concurrent initiatives, balancing priorities, timelines, and stakeholder expectations. Experience with project governance, risk management, resource planning, and delivery reporting in a client-facing environment)
Key Personal Characteristics- Responsiveness - Quick to respond to client requests and inquiries.
- Commitment Delivery - Ability to consistently deliver on client commitments and deadlines.
- Client-Centric Mindset - Strong focus on client satisfaction and proactive problem-solving.
- Urgency - Act swiftly on escalated matters to minimize impact.
- Adaptability - Ability to manage multiple priorities and adjust to changing client needs.
- Flexibility - Willingness to support occasional weekend work for critical implementations, DR tests, and incident management.
Base Compensation: 80 - 110k CAD
