Job Summary

We are seeking a strategic and operationally astute Service Delivery Manager (SDM) to lead our IT Infrastructure delivery operations in Calgary. As a key interface between our global technical teams and client stakeholders, you will own the end-to-end service lifecycle—ensuring operational excellence, driving digital transformation, and maintaining the highest levels of customer satisfaction.

The ideal candidate is a seasoned leader with deep expertise in IT Infrastructure Services such as End User Services (EUS), Cloud, and Cybersecurity, capable of navigating the complexities of an IT MNC environment while identifying opportunities for modernization and growth.

Key Responsibilities

1. Delivery Leadership & Governance

• End-to-End Accountability: Delivery owner for the full infrastructure stack, serving as the single point of contact for service availability, reliability, and continuous improvement.
• Cross-Tower Orchestration: Lead and govern a matrixed team of functional leads/managers (e.g., Service Desk, Field Services, Cloud/Database Operations, CyberSecurity). Ensure these distinct towers work as a unified unit rather than in silos towards operations excellence.

2. Client Management & CSAT

• Stakeholder Partnership: Build and maintain trusted advisory relationships with IT Directors, Managers/Leads and Business Units.
• CSAT & Experience Management: Own the Customer Satisfaction (CSAT). Proactively analyze customer feedback to reduce friction and enhance the CSAT.
• Service Reporting: Lead Monthly and Quarterly Business Reviews (MBR/QBRs), translating technical metrics into business value stories (e.g., uptime impact on revenue, automation savings).

3. Strategic Transformation & Modernization

• Continuous Improvement (CSI): Identify and execute transformation initiatives within the existing scope, such as:
• Shifting "Left" via AI-driven Service Desk automation and self-heal bots.
• Migrating legacy on-prem workloads to cloud-native architectures.
• Innovation & Growth: Proactively identify "white space" opportunities to expand the service portfolio (e.g., introducing advanced analytics, GenAI/Agentic AI for Ops, or new security modules) and present business cases to client leadership.
• Tech Refresh Governance: Manage the roadmap for hardware/software lifecycle management to prevent technical debt.

4. Team Performance Management

• Global Team Leadership: Manage a matrixed team of Leads/Managers at onsite and offshore locations.
• KPI & SLA Management: rigorously track performance metrics and implement corrective actions where necessary.
• Talent Development: Foster a high-performance culture by mentoring staff, defining training paths for upskilling (e.g., Cloud certifications), and managing succession planning for critical roles.

5. Organizational & Operational Skills

• Financial Acumen: Manage the delivery P&L, including resource budgeting, forecasting, and margin management. Ensure contract adherence and profitability.
• Process Maturity: Champion ITIL best practices (Incident, Problem, Change Management). Ensure root cause analysis (RCA) quality is high and systemic issues are permanently resolved.
• Crisis Management: Act as the primary escalation point during critical outages, demonstrating calmness under pressure and coordinating cross-functional recovery teams (Network, Wintel, Apps).
• Communication: Exceptional verbal and written communication and presentation skills, capable of simplifying complex technical issues for non-technical business audiences.

Skill Requirements

Qualifications & Academic Background

Education:

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field is required.

Certifications (Good to Have / Preferred):

• IT Service Management: ITIL v4 Managing Professional or Strategic Leader
• Project Management: PMP (Project Management Professional) or PRINCE2.
• Technical Awareness: Certifications in Cloud (Azure Administrator/Architect, AWS Practitioner) or Security (CISM, CISSP) are a strong differentiator.

Experience:

• 12+ years of experience in IT Infrastructure Operations.
• 5+ years in a Service Delivery Manager or similar leadership role within a large IT Service Provider or MNC.
• Proven track record of managing large-scale transformations (e.g., Windows 11 migrations, Cloud lift-and-shift, Service Desk transformation).

Other Requirements