Job Description

Role Overview

The IT Service Delivery Manager ensures consistent and efficient delivery of IT services to clients, aligning service performance with business objectives. Oversee the coordination of technical teams to maintain service quality and resolve incidents promptly.

Accountabilities

Service Delivery Oversight

Continuously monitor the queue

: Track ticket volume, backlog aging, priority mix, and SLA timers daily; trigger recovery plans when thresholds breach.

Run weekly ops reviews

: Hold service reviews with team leads to analyze trends (repeat incidents, reopens, first?contact resolution) and assign corrective actions with due dates.

Govern change & release:

Enforce impact assessments, approvals, and post change verification for patches, toolset updates, and maintenance--minimizing client disruption.

Incident and Escalation Management

Supervise major incidents

: assign roles (Tech Lead, Comms lead) and coordinate between departments (NOC/ SOC, Professional Services, etc.) and vendors to restore service as fast as possible.

Fast, disciplined triage

: Establish and apply a consistent priority to requests, work with techs and services coordinators to confirm business impact, and engage the right specialists immediately (including emergency scheduling).

Request and review Post Incident Responses

: request Post Incident Response Plans when major incidents occur and review them with senior techs.

Team Coordination

Capacity & scheduling

: Balance workloads across support tiers, resolve technician scheduling conflicts, and ensure after?hours/on?call coverage.

Interviews and Training

: Conduct Interviews for new hires, create training plans for new hires, regularly assess new hires to ensure they are successful.

Daily huddles & reprioritization

: Run huddle meetings to tackle roadblocks, reassign critical work, and keep everyone aligned to priorities

Cross?training & coverage

: Maintain a skills matrix and cross?train so key functions have redundancy and seamless handoffs amongst the service team.

Continuous Improvement

Drive Continuous Improvement:

Analyze trends (incident types, mean time to resolve, change success) and implement preventative improvements, automation, or policy updates

Optimize workflows & tools

: Streamline service catalog items, request paths, and escalation playbooks; remove bottlenecks and reduce handoffs.

Support the Team

: Support the technical team in all ways to ensure techs have the knowledge, tools and drive to deliver amazing service.

Distribute Information

: Cascade important updates or decisions to the service team

Reporting

Maintain Operational dashboards

: Publish and review SLA attainment, Aging tickets, reopen rate, CSAT/NPS, and scorecard metrics etc.

Update the Scorecard

: pull metrics and KPI's from various sources and fill out the weekly Scorecard.

CSAT

: Follow through on CSAT/NPS feedback with tangible improvements.

Spot checks

: review a few tickets from each tech every week, review a few recorded calls each week to ensure quality and tech effectiveness

Benefits:

Dental care Disability insurance Extended health care Life insurance On-site parking Paid time off RRSP match Vision care

Schedule:

Monday to Friday

Experience:

Service Delivery Experience: 2+ years (required), It Experience 4+ years (required).
Work Location: In person

Job Type: Full-time

Pay: $80,000.00-$100,000.00 per year

Benefits:

Dental care Extended health care Life insurance On-site parking Paid time off RRSP match Vision care
Location:

Edmonton, AB (T5J) (required)
Work Location: In person