Service Delivery Director
- Toronto, ON, Canada
$143,629 to $236,600 CAD / year · Full-time
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Job details
- Pay
- $143,629 to $236,600 CAD / year
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
Key Responsibilities
- Lead strategic and day-to-day client relationships, ensuring high levels of customer satisfaction and account stability.
- Serve as the senior escalation point for service delivery, operational, and contractual issues.
- Drive service excellence through SLA management, governance, risk mitigation, and continuous improvement initiatives.
- Partner with delivery, operations, commercial, and legal teams to achieve contractual and business objectives.
- Own financial performance, including revenue growth, margin management, forecasting, billing, and cost control.
- Oversee demand management, capacity planning, and delivery readiness across the account.
- Identify and support account expansion opportunities while building strong executive-level client relationships.
Required Experience & Skills
- Extensive experience managing IT Infrastructure Services delivery for enterprise clients.
- Proven leadership in Service Delivery Management with responsibility for client satisfaction and operational performance.
- Strong financial acumen with experience managing P&L, revenue, margins, forecasting, and financial governance.
- Deep understanding of ITIL-based service management practices and governance frameworks.
- Excellent stakeholder management, executive communication, negotiation, and escalation management skills.
- Experience leading cross-functional and geographically distributed teams.
- Demonstrated ability to drive business growth, service improvements, and strategic client partnerships.
Key Success Measures
- Achievement of SLA, KPI, and contractual compliance targets.
- High client satisfaction and strong executive stakeholder relationships.
- Revenue growth and achievement of margin and profitability goals.
- Effective cost management and financial governance.
- Successful delivery of service improvement and transformation initiatives.
- Accurate reporting, forecasting, and operational governance.
- Growth of existing business through upselling, expansion, and new opportunities.
More about this job
Responsibilities
Lead strategic client relationships and oversee service delivery, operational performance, contractual compliance, and escalations. Manage account financials and capacity while driving service improvements, client satisfaction, and business growth.
Requirements
Requires extensive experience delivering IT infrastructure services to enterprise clients and leading service delivery with accountability for client satisfaction and operational results. Candidates should bring strong financial and ITIL expertise, executive-level stakeholder skills, and experience leading distributed teams and growing client accounts.
Skills
- IT Infrastructure Services Delivery
- Service Delivery Management
- SLA Management
- ITIL Service Management
- Governance
- Risk Mitigation
- P&L Management
- Revenue and Margin Management
- Financial Forecasting
- Cost Control
- Demand Management
- Capacity Planning
- Executive Communication
- Escalation Management
- Cross-Functional Team Leadership
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Technology
- Customer Service & Support
- Finance & Accounting
Keywords
- IT Infrastructure Services
- Enterprise Clients
- Service Delivery Management
- Client Satisfaction
- Service-Level Agreements
- Key Performance Indicators
- Contractual Compliance
- ITIL
- Service Management
- Governance Frameworks
- Risk Mitigation
- Continuous Improvement
- P&L Management
- Revenue Growth
- Margin Management
- Financial Forecasting
- Billing
- Cost Control
- Demand Management
- Capacity Planning
- Delivery Readiness
- Executive Stakeholder Relationships
- Escalation Management
- Cross-Functional Teams
- Distributed Teams
- Account Expansion
- Upselling
- Service Transformation