It Services Delivery Manager - Full-Time - Toronto Hybrid

Role: IT Services Delivery Manager

Structure: Permanent Fulltime

Location: Toronto, ON (Hybrid)

Pay: Up to $130,000 plus bonus, benefits and other incentives

Hours: Monday - Friday (business hours)

Key Responsibilities and Duties:

• Ensuring that systems, procedures, and methodologies are in place to maintain quality and high-performance levels for service-related processes.
• Ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews.
• Accountable for the IT service delivery customer experience and for creating strategies for service delivery improvements.
• Ownership of the IT service management (ITSM) processes and standards ensuring ongoing adherence through compliance reporting, coaching, and education.
• Lead, coached, and mentor a team of technical support specialists to provide the best-in-class IT support experience to the business.

Requirements:

• Minimum of 7-10 years of senior management experience in a medium to large-sized organization fulfilling roles and responsibilities similar to this position.
• Minimum of 7-10 years experience in a technical role providing IT support services.
• Graduate degree or diploma in information technology or related discipline with an IT focus.
• Experience utilizing ITSM principles and methods to manage the end-to-end delivery of IT services.
• Experience supporting a Microsoft 365 environment including familiarity with Azure Active Directory and Teams.
• Strong understanding of technology project management processes and procedures.
• ITIL v4 foundation and HDI certification are preferred.
• Highly customer service oriented with a problem-solving attitude.
• Excellent written and verbal communication skills.

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Please apply with an updated resume and ensure the required skills you are able to speak to for this position are included.

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