Service Delivery, Senior Manager

Overview

In this client-facing role, you will lead diverse operations teams to deliver IT services and optimize client satisfaction. You will manage end-to-end delivery, from onboarding to ongoing performance reporting, while aligning with growth initiatives and sales collaboration. You’ll tackle complex projects, drive improvements in service lifecycle, and ensure capacity planning supports future demand. This position offers an opportunity to shape managed services capabilities within a dynamic IT environment and across multiple disciplines.

Responsibilities

• Lead and coordinate diverse operations teams to meet service delivery targets
• Onboard, train, and monitor service teams to ensure adherence to processes
• Communicate progress and delivery metrics to clients and internal stakeholders
• Partner with Business Development and Client teams to support growth and SOW content
• Define roadmaps with SMEs and stakeholders and translate into user stories or RFPs
• Collaborate with Recruiting to build hiring pipelines and conduct interviews
• Maintain retention programs and incentives for field staff
• Manage complex IT projects to meet time, cost, quality, and benefits goals
• Identify at-risk projects and implement recovery actions across divisions
• Lead cross-functional planning to balance workload with team capacity
• Drive continuous improvements in project lifecycle and issue/risk resolution
• Perform other duties as required

Key requirements

• Bachelor’s degree and 8+ years’ related experience or equivalent
• Proven track record delivering complex, high-profile IT projects
• Experience implementing improvements in project lifecycle
• Ability to identify and recover at-risk projects across divisional boundaries
• Strong IT knowledge across help desk, networking, ticket/incident management, AV/VC, asset management
• Excellent analytical, organizational, communication, and presentation skills
• Strong leadership with ability to motivate and develop staff
• Capacity to manage multiple simultaneous work streams
• Business acumen with ability to provide operational, technical, and financial oversight
• Passion for IT and technology-driven business outcomes

• leadership
• communication
• multitasking
• enterprise IT knowledge
• help desk
• networking

…