(PERMANENT FULL TIME) IT SERVICE DELIVERY MANAGER

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 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.

Responsibilities

• 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; accessible after hours to handle escalations and major incidents including code grey and cyber events.
• 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; assist in compliance and adherence to relevant information security and privacy regulations such as Ontario’s Personal Health Information Privacy Act (PHIPA) and Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA).

Number of Direct Reports

5 full‑time staff.

Budget Responsibilities

$4.2 million operating budget.

Qualifications

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.

Knowledge

Skills

Hiring Range (Hourly)

$50.30 – $59.18.

Job Posting Closing

January 16, 2026 at midnight. Applications after the closing date will not be considered.

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