Service Delivery Manager

J M Group Inc - 95 Jobs

Toronto, ON

Posted today

Job Details:

Full-time

Management

We are looking for an experienced Service Delivery Manager SDM to lead end-to-end service delivery client engagement resource management and operational excellence across multiple projects and accounts The ideal candidate should possess strong stakeholder management skills a proven track record in service delivery and experience managing global teams within an IT services environment
Key Responsibilities
Service Delivery Management
Manage end-to-end service delivery for assigned accounts and projects
Ensure adherence to SLAs KPIs and contractual commitments
Drive operational excellence and continuous service improvement initiatives
Monitor project health risks dependencies and escalations
Ensure timely and high quality delivery of services
Client Stakeholder Management
Act as the primary point of contact for client delivery related matters
Build and maintain strong relationships with client stakeholders
Conduct regular governance meetings and service reviews
Address and resolve customer concerns and escalations proactively
Ensure high customer satisfaction and account growth
Resource Team Management
Manage resource planning allocation and utilization
Lead cross functional and geographically distributed teams
Support recruitment onboarding and workforce planning activities
Mentor team members and drive performance management initiatives
Foster a culture of collaboration and accountability
Financial Management
Track project revenue margins and profitability
Manage budgeting forecasting and cost optimization
Ensure accurate invoicing and revenue recognition
Support business growth through demand planning and resource forecasting
Risk Compliance Management
Identify delivery risks and implement mitigation plans
Ensure compliance with organizational and client policies
Support audits security requirements and governance processes
Monitor adherence to quality standards and best practices
Required Skills

8 years of experience in IT Services Consulting or Managed Services
3 years of experience in Service Delivery Management
Strong understanding of ITIL processes and service management frameworks
Experience managing multiple projects and client engagements
Proven ability to handle stakeholders at various levels
Strong project management and risk management skills
Excellent communication negotiation and leadership abilities
Experience with resource management and workforce planning

Preferred Skills

Experience in Insurance Banking Healthcare or Financial Services domains
Knowledge of Agile Scrum and Waterfall methodologies
Experience with Managed Services engagements
Familiarity with ServiceNow Jira MS Project or similar tools
ITIL Foundation Intermediate Certification
PMP Prince2 or Scrum certifications are an advantage

Educational Qualification

Bachelors Degree in Engineering Technology Computer Science or related field
MBA or equivalent qualification is preferred

Key Competencies

Strategic Thinking
Customer Focus
Team Leadership
Problem Solving
Conflict Resolution
Decision Making
Stakeholder Management
Financial Acumen
Operational Excellence

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Frequently Asked Questions

What is the job location for the Service Delivery Manager role?

This role is based in Toronto, ON.

What type of employment is this position?

This is a full-time position.

What are the main responsibilities of the Service Delivery Manager?

The role involves managing end-to-end service delivery for assigned accounts and projects, ensuring SLAs and KPIs are met, driving continuous service improvement, monitoring health risks, and ensuring timely, high-quality delivery.

What experience is required for this role?

Applicants should have 8 years in IT services or managed services, and at least 3 years in service delivery management, with strong ITIL knowledge and experience handling multiple projects and stakeholders.

What skills and competencies are emphasized for this role?

Key skills include stakeholder management, project and risk management, leadership, communication, and financial acumen, along with experience in resource management and workforce planning.

What kind of teams will I manage and collaborate with in this role?

You will lead cross-functional and geographically distributed teams, manage resource planning and onboarding, and conduct governance meetings and service reviews with client stakeholders.

Are there any preferred certifications or domain experience that help for this job?

Preferred qualifications include ITIL Foundation/Intermediate, PMP, Prince2, or Scrum certifications, and domain experience in insurance, banking, healthcare, or financial services.