Service Delivery Manager

Description and Requirements

We are a managed services organization within a global computer manufacturing company, responsible for delivering large-scale services around end point devices spanning 36 to 48 months. Our services focus on Digital Workplace Solutions (DWS), including logistics, rollouts, Unified Endpoint Management (UEM) services, and other device-centric solutions. We take pride in our commitment to delivering exceptional value and seamless customer experiences.

The Service Delivery Manager (SDM) will oversee the end-to-end delivery of large-scale contracts for our key clients. This role requires a strategic leader who excels in contract management, scope management, financial oversight, and stakeholder engagement to ensure the successful delivery of the agreed-upon services. The SDM will serve as the primary point of contact for the customer and internal stakeholders, ensuring alignment with contractual obligations and organizational objectives.

Customer Relationship Management

* Build and maintain strong, trust-based relationships with the client’s key stakeholders.

* Act as the primary escalation point for service-related issues, ensuring prompt and effective resolution.

* Conduct regular service reviews with the client, sharing performance insights and driving continuous improvement.

Contract Management

* Serve as the primary owner of the client contract, ensuring adherence to all terms and conditions.

* Monitor contractual obligations, deliverables, and milestones, ensuring timely execution.

* Address contract amendments, extensions, and renewals in collaboration with the legal and sales teams.

Scope Management

* Manage the scope of services, ensuring clear understanding among internal teams and the client.

* Handle scope changes through a structured change management process, aligning with client needs and internal capabilities.

* Regularly review and refine the scope to adapt to evolving client requirements and operational realities.

Financial Management

* Drive continuous margin improvement programs, including an annual contract value growth.

* Ensure the As-Delivered financials are tracking in line with, or better than the As-Sold financials.

* Ensure on time and accurate billings,

* Manage the contract’s financial performance, including budgeting, forecasting, and cost control.

* Track revenue recognition and profitability, ensuring alignment with organizational financial goals.

* Collaborate with finance teams to provide accurate billing and resolve discrepancies promptly.

Inventory Management

* Develop and maintain inventory consumption plans in collaboration with the customer to minimize aged inventory and optimize usage.

* Monitor inventory levels, ensuring alignment with project timelines and operational requirements.

* Implement strategies to manage excess or obsolete inventory, including redeployment or disposal as necessary.

* Coordinate with logistics teams to ensure timely and accurate inventory delivery and reporting.

Service Delivery Oversight

* Ensure the successful delivery of all contracted services, meeting or exceeding agreed service levels (SLAs) and key performance indicators (KPIs).

* Coordinate cross-functional teams, including logistics, UEM, and rollout specialists, to deliver integrated solutions.

* Proactively identify and mitigate risks to service delivery.

Operational Excellence

* Implement and promote best practices to drive efficiency and quality in service delivery.

* Foster a culture of continuous improvement within the delivery team.

* Leverage automation and innovative tools to enhance service efficiency and value.

Team Leadership

* Lead and / or manage a team of delivery specialists and coordinators, fostering a collaborative and results-driven culture.

* Provide guidance, coaching, and professional development opportunities for team members.

* Ensure team alignment with organizational goals and customer priorities.

Basic Qualifications:

* Bachelor’s degree in business administration, information technology, or a related field.

* 7+ years of experience in service delivery or program management roles, preferably within managed services or IT outsourcing.

* Fluent in English.

* Proven track record of managing large-scale, multi-year contracts.

Preferred Qualifications:

* Strong understanding of Digital Workspace Solutions (DWS), including logistics, rollouts, and UEM services.

* Exceptional contract and scope management skills.

* Financial acumen with experience managing budgets and financial forecasts.

* Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.

* Strong problem-solving and decision-making capabilities.

* Proficiency in tools such as ServiceNow, Microsoft Dynamics, or other ITSM platforms.

* ITIL Foundation or higher.

* PMP or equivalent project management certification (preferred)

The base salary range budgeted for this position is $101,000 - $115,000 Canadian dollars. Individuals may also be considered for bonus and/or commission.

We follow a friendly hybrid model with three days a week in the office—great for collaboration and connection!

Additional Locations: * Canada - Ontario - Markham * Canada * Canada - Ontario * Canada - Ontario - Markham