About Compugen Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.
Dreaming, designing, and delivering isn't just a mantra for us - it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!
Our Culture We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals - we're dedicated to helping you achieve yours.
If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.
Position Overview:
We are seeking a dynamic, technically credible, and client-focused Senior Delivery Manager with deep experience in managed services, IT operations, and management consulting. This role leads end-to-end service delivery across a portfolio of enterprise clients and requires the ability to operate equally well with technical teams, service leaders, and senior executives.
The successful candidate will bring strong practical knowledge of shared service desk operations, cloud and hybrid infrastructure, end-user services, ITSM, and general enterprise technology. They will ensure service performance, guide technical and operational decisions, drive continuous improvement, and advise client leaders on how technology services should evolve to support business outcomes, transformation priorities, risk reduction, and growth.
Key Responsibilities: Client Relationship, Consulting & Governance
- Act as the senior point of contact and trusted advisor for managed services clients.
- Lead executive-level discussions, quarterly business reviews (QBRs), and governance forums.
- Provide strategic consulting to align IT services with client transformation objectives, roadmaps, and KPIs.
- Identify business challenges and collaborate with internal SMEs to design tailored service and technology solutions.
- Serve as a credible bridge between executives and technical teams, ensuring recommendations are operationally realistic, technically sound, and aligned to business priorities.
Service Delivery and Operations
- Manage the delivery of shared service desk, end-user computing, cloud, infrastructure, application, network, security, and other managed IT services.
- Ensure reliable and secure service performance through strong SLA, KPI, experience-level, capacity, availability, incident, problem, and contract governance.
- Lead technical and operational reviews, root cause analysis, service stabilization, automation, continuous improvement, and quality initiatives.
Technical Leadership & Advisory
- Provide senior technical oversight across shared service desk, cloud, infrastructure, end-user computing, networks, security, applications, monitoring, and service management platforms.
- Assess service architectures, support models, operational processes, tooling, technical risks, and dependencies to identify gaps and improvement opportunities.
- Guide incident recovery, major problem resolution, service stabilization, technical remediation, and modernization priorities without replacing the accountability of architects or engineering specialists.
- Evaluate proposed solutions and technical roadmaps for scalability, supportability, security, resilience, cost, and alignment with the client’s operating model.
- Coach delivery managers and technical leads on effective service management, technical governance, client communication, and data-driven decision-making.
Consulting-Focused Initiatives
- Guide clients through operational and technical maturity assessments, service optimization roadmaps, cloud and infrastructure modernization, and digital transformation initiatives.
- Collaborate with architects, technical SMEs, consulting, and sales teams to shape and execute practical technology solutions, transformation programs, and operating-model changes.
- Translate complex technical issues, risks, dependencies, and investment choices into clear recommendations for business and technology leaders.
Team & Vendor Management
- Lead cross-functional teams including service desk leaders, service delivery leads, cloud and infrastructure specialists, consultants, architects, and technical SMEs.
- Manage partner and vendor relationships, ensuring aligned delivery and governance.
- Develop high-performing teams through coaching, knowledge sharing, and leadership.
- Demonstrate strong people leadership by inspiring, developing, and empowering teams to achieve high performance, foster collaboration, and drive organizational success.
Financial & Commercial Oversight
- Own account-level P&L, budget planning, and resource allocation.
- Support renewals, expansions, and transformation engagements by identifying growth opportunities.
- Ensure contractual obligations and change requests are well-managed and documented.
Skills & Qualifications: Required
- 10+ years of progressive experience in managed services, IT operations, service delivery, technical consulting, or technology leadership within an IT Services environment.
- Demonstrated experience leading complex client environments while providing management consulting, business advisory, technology strategy, or strategic account leadership.
- Strong practical understanding of ITIL/ITSM, shared service desk operations, incident and problem management, SLA governance, service integration, and continual service improvement.
- Broad technical knowledge across cloud platforms, hybrid infrastructure, networks, cybersecurity, end-user computing, applications, monitoring, automation, and enterprise support models.
- Proven ability to challenge, influence, and guide senior business and technology stakeholders while maintaining strong executive presence and communication skills.
Preferred
- Hands-on or leadership experience with Microsoft Azure, AWS, or GCP; Microsoft 365; hybrid infrastructure; and modern service management platforms.
- Experience managing or transforming shared service desk, cloud, infrastructure, end-user, application, network, or cybersecurity services.
- Certifications: ITIL Foundation required; Azure, AWS, Microsoft, ServiceNow, PMP, CSM, COBIT, or advanced ITIL certifications are strong assets.
- Bachelor’s degree in Business, Technology, Computer Science, Engineering, or a related field; MBA or management consulting experience is a strong asset.
What Compugen Offers You:
- Exciting, fast-paced challenging work environment
- A culture where authenticity and diversity are valued
- Professional development
- Participation in Women in Technology Network
- Opportunities to give back to our local communities
- Collaborative supportive team members
- Remote work/hybrid work options
- Work/life flexibility
Equity Statement At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.
