Job Description

POSITION SUMMARY:

Reporting to the Director, Information Technology, the

Manager, IT Service Delivery

has overall responsibility for the Service Desk and Desktop support teams collectively known as the Service Delivery team. This includes but is not limited to incident management, hardware support, application support, account provisioning and de-provisioning, end users support, and escalations.



You will ensure that Ontario Shores' managed services meet customer expectations and are delivered efficiently and effectively. This role involves managing the IT Service Delivery Team while monitoring service quality, maintaining customer relationships, and continually improving service delivery processes. A successful Service Delivery Manager is a key contributor to customer satisfaction, retention, and the overall success of the organization.

Service Management:

Develop, implement, and manage IT service delivery processes to ensure high levels of service quality and customer satisfaction.

Team Leadership:

Lead and mentor the service delivery team, fostering a culture of collaboration, accountability, and continuous improvement.

Incident & Problem Management:

Oversee the incident management process, ensure timely resolution of issues and effective root cause analysis to prevent future occurrences.

After-Hours Support:

Manage the on-call schedule for the Service Delivery Team to ensure appropriate coverage. This role also requires the Service Delivery Manager to be accessible after hours to handle escalations and major incidents including by not limited to a code grey and cyber event.

Service Level Agreements (SLAs):

Define and manage SLAs and key performance indicators (KPIs) to measure service delivery performance and ensure compliance.

Stakeholder Engagement:

Collaborate with internal stakeholders to understand their needs and ensure IT services align with business requirements.

Continuous Improvement:

Identify areas for improvement in service delivery processes and implement best practices to enhance efficiency and effectiveness.

Reporting & Analysis:

Prepare regular reports on service performance metrics, presenting findings and recommendations to management.

Budget Management:

Assist in the development and management of the IT budget,

Vendor Management:

Liaise with third-party service providers to ensure they meet service delivery expectations and contractual obligations.

Cyber Security and Privacy

: Monitor internal and external compliance from vendors, contractors and employees to ensure they are working within the framework of the cyber policies; assist in the compliance and adherence to relevant information security and privacy regulations such as Ontarios Personal Health Information Privacy Act (PHIPA) and Canadas Personal Information Protection and Electronic Documents Act (PIPEDA)

NUMBER OF DIRECT REPORTS:

5 Fulltime staff

BUDGET RESPONSIBILITIES:

$4.2 Million Operating Budget

QUALIFICATIONS:

Computer Science or Business Administration Degree or equivalent experience Project Management Certification or equivalent experience ITIL Certification Leadership Skills: Proven leadership capabilities with experience in managing teams and driving change. Technical Knowledge: Familiarity with IT infrastructure, application management, and service desk tools. Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions. Communication Skills: Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels. Customer Focus: A strong commitment to delivering exceptional customer service and improving user experience.

YEARS OF EXPERIENCE:

5-10 Years of progressive IT and management experience with at least 5 years' solid experience managing/leading full-service IT departments with full responsibility for budget, staff and planning

KNOWLEGE:

Experience with healthcare and enterprise systems and applications A strong understanding of, and experience with, IT service management best practices including Change Management, Problem Management, Incident Management and Request Fulfillment. Strong analytical, critical thinking and problem-solving skills and an ability to present clear, concise and effective solutions. Strong communication skills, both verbal and written, with the ability to interface with multiple stakeholders and vendors. You are a team player: able and willing to help as needed and add value to evolving situations. Meticulous attention to detail and excellent time management and organizational skills. Strong operational understanding of payment systems technology and an ability to express technology matters in business terms. An ability to work independently as well as being part of a team. Good interpersonal skills Strong customer-focused operations management skills. ITIL V3 or 4 foundation certification or higher considered an asset. Experience working with IT service Management tools such as Solaris Web Helpdesk Experience working with and developing Configuration items / CMDB. Skills in using software tools, applications (MS Office), data analysis methods and reporting techniques Ability to communicate clearly, confidently and effectively in both oral and written form.

SKILLS:

Enthusiastic and creative leader with the ability to inspire people Excellent change management and transformational leadership skills, with strong ability to coach and mentor team members through change Excellent analytical skills, able to quickly understand various elements that relate to one another, having an end-to-end perspective of decisions and anticipating issues/roadblocks Excellent interpersonal and communication skills. Ability to stay calm and diplomatic during difficult interactions Strong organizational, prioritization and time management abilities to ensure that assignments are completed within deadlines and established time frames. Ability to understand clinical operations and lead the team to provide value through technology Customer Service/Service culture oriented Ability to adapt in a fast-paced environment Demonstrated ability to work effectively in a diverse work environment Planning and budgeting Relationship management Highly self-motivated, self-directed, and attentive to detail

Hiring Range (hourly): $50.30 - $59.18

Job Posting Closing: January 16, 2026 at midnight. Please note any job applications after the closing date will not be considered.