Service Delivery Manager

MDD Forensic Accountants

Service Delivery Manager overseeing IT service delivery across regional sites. Ensuring high availability, performance, and reliability of IT services in a customer-centric environment.

Posted 7/15/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$71,600 - CA$107,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Service Delivery, focusing on ITIL-based service management, vendor management, and continuous service improvement. Proven ability to manage regional IT operations, ensuring compliance with governance and regulatory standards while driving measurable service enhancements.

Highest-signal resume keywords

ITIL-Based Service ManagementVendor ManagementService Level Agreement (SLA) ManagementContinuous Service Improvement (CSI)Operational Readiness and Service Transition

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT Service DeliveryIncident ManagementProblem ManagementChange ManagementService Level ManagementCloud ServicesNetwork ManagementEnd User Computing (EUC)Service Metrics AnalysisRegulatory Compliance

Soft Skills

Effective CommunicationCustomer FocusAttention to DetailCollaborationProblem-Solving

Tools & Technologies

Reporting FrameworksDashboardsService Management ToolsPerformance Monitoring ToolsAutomation Tools

Industry Keywords

GovernanceRisk ManagementComplianceAudit Readiness24x7 Operational Models

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own and oversee end-to-end IT service delivery across all regional sites.
Ensure high availability, performance, and reliability of IT services.
Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution.
Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs.
Act as the primary interface between global service owners, local IT teams, and regional business leadership.
Build strong partnerships with business leaders, site managers, and country IT teams.
Facilitate regular service reviews, performance reporting, and feedback sessions.
Translate business feedback and operational pain points into actionable service improvement initiatives.
Communicate risks, impacts, and service updates proactively across stakeholders.
Ensure adherence to ITIL-aligned processes and global IT standards.
Drive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs).
Monitor service performance using dashboards and reporting frameworks.
Lead monthly operational and service review meetings.
Reduce major incidents and improve SLA Performance achievement.
Drive proactive problem management to eliminate recurring issues.
Ensure high change success rates and minimize emergency changes.
Support smooth coordination of maintenance activities and releases.
Ensure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU).
Partner with project teams to ensure operational readiness and service acceptance criteria are met.
Manage regional vendor relationships and performance.
Ensure vendors meet contractual SLA obligations.
Lead structured vendor governance, performance reviews, and escalations.
Support capacity and demand planning to meet regional business needs.
Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements.
Ensure adherence to IT governance, compliance, and security policies.
Manage service-related risks and escalate where appropriate.
Drive initiatives to improve audit readiness and regulatory compliance.

Requirements

What you’ll need

Proven experience (typically 5+ years) in IT Service Delivery roles
Demonstrable experience managing regional or multi-site IT environments.
Experience working within global / matrixed organisations.
Strong background in ITIL-based service management frameworks.
Experience in vendor and supplier management.
Track record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-scale transformation or service transition programmes.
Exposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models.
Strong understanding of ITIL processes (Incident, Problem, Change, Service Level).
Knowledge of core IT services (EUC, Networks, Cloud, Applications).
Understanding of service metrics (SLA, XLA, KPIs) and reporting.
Awareness of governance, risk, and compliance requirements.
Awareness of AI and automation and their use in improving service delivery and user experience.
Strong attention to detail with the ability to produce high-quality, professional deliverables, with clear and effective written and verbal communication skills
Ability to operate effectively in a regional and global environment.
Willingness to participate in on-call escalation for major incidents.
Ability to travel regionally as required.
Strong customer focus with a commitment to continuous improvement.
Experience driving service governance and performance frameworks.

Benefits

Comp & perks

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