Director of Service Delivery

Director of Service Delivery | Jonas Software | Remote Canada

The ideal candidate will be an experienced global IT leader responsible for overseeing the delivery of IT services across production support, end‑user computing, and change request management. This role will be accountable for ensuring service stability, optimizing the end‑user experience, and scaling consistent delivery standards across geographies while adapting to local needs.

A critical part of the role will be to leverage Artificial Intelligence (AI) and automation to transform service delivery—enabling proactive monitoring, predictive incident management, and streamlined process optimization. The Director of Service Delivery will act as a strategic partner and change leader, ensuring operational excellence and continuous improvement across worldwide IT operations.

Compensation & Role Details

Expected Salary Range: $140,000 - $160,000 CAD, depending on experience and qualifications

Role Type: Backfill Role

AI Disclosure: AI is not used to screen, assess, or select applicants for this role

Areas of Key Responsibilities

Strategic Leadership

• Define and execute the global service delivery strategy to ensure reliability, scalability, and efficiency.
• Establish governance frameworks, best practices, and KPIs for incident, problem, change, and request management.
• Champion the use of AI and automation to reduce manual effort, streamline workflows, and proactively address issues.
• Drive continuous improvement initiatives, with a focus on self‑service, predictive analytics, and operational resilience.

Service Operations Oversight

• Provide executive oversight for production incident management, ensuring predictive detection, rapid resolution, and clear stakeholder communications.
• Govern the end‑user computing environment, ensuring secure, seamless, and modern digital experiences.
• Oversee delivery and prioritization of small change requests, using AI‑driven insights for effective risk assessment and delivery optimization.

AI‑Enabled Service Delivery

• Implement AI‑powered monitoring platforms to detect anomalies, reduce noise, and accelerate root cause identification.
• Deploy virtual agents and intelligent knowledge bases to improve end‑user self‑service and support responsiveness.
• Apply machine learning and process mining to identify bottlenecks, optimize workflows, and enable predictive operations.
• Integrate AI insights into service delivery planning, fostering a culture of data‑driven decision‑making.

Team & Vendor Leadership

• Lead, mentor, and develop service delivery managers, engineers, and analysts, building a culture of accountability, customer focus, and innovation.
• Partner with AI and automation specialists to embed emerging technologies into service delivery.
• Manage third‑party vendors and service providers, ensuring contractual obligations, service levels, and AI‑driven improvements are achieved.

Stakeholder & Business Engagement

• Serve as the primary executive contact for IT service delivery with global stakeholders.
• Provide transparent reporting on service health, AI‑enabled improvements, incident trends, and SLA compliance.
• Partner with business and technology leaders to align IT service delivery with evolving business needs.

Background and Experience

• Experience: 10+ years in global IT service delivery, production operations, or related roles, with at least 5 years in leadership.
• Knowledge: Experience with ITIL frameworks (Incident, Problem, Change, Request, Service Management).
• AI & Automation: Hands‑on experience with intelligent automation, or AI‑enabled ITSM platforms (e.g., Jira Service Management, PagerDuty, Datadog).
• Leadership: Proven experience leading cross‑functional, global teams and managing vendors in enterprise environments.
• Technical Skills: Familiarity with end‑user computing technologies (Windows, O365, endpoint management, collaboration platforms).
• Communication: Strong executive presence; able to translate technical and AI‑driven insights into business outcomes.
• Certifications (Preferred): ITIL Expert/Managing Professional, PMP, or equivalent.

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross‑section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.