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Added 9 mins ago
LH
Physiotherapy Assistant
Lifemark Health Group
Oshawa, ON
- $17.6 to $21.17 CAD / hour
- Part-time
…seniors. With over 30 years of experience, we are a preferred partner of more than 185 LTC homes, 55 retirement communities and provide over 180 senior dwellings with physiotherapy,…
Added 9 mins ago
IS
QA Automation Lead (Playwright)
Iris Software Inc.
Toronto, ON
- Contract
…role will lead automation strategy, mentor QA engineers, and partner closely with development and product teams to ensure high-quality software…
Added 9 mins ago
NS
Civil Engineer Designer
Next Structural Integrity Inc.
Burlington, ON
- Full-time
…industries inimitably qualify us as your go-to engineering…
Added 9 mins ago
JB
Spiritual Care Coordinator
Joseph Brant Hospital & Foundation
Hamilton, ON · Greater Hamilton (Burlington) Metropolitan Area
- Part-time
…designated as an Academic Community Teaching Hospital. JBH is also a partner member of the Burlington Ontario Health Team (BOHT). JBH is deeply committed to providing exemplary care and…
Added 9 mins ago
NC
Vice President Service Delivery
Nuvollo Corp.
Toronto, ON
- Full-time
Note: Travel cross-border between US and Canada is expected to be no more than 1-2x per quarter
Added 9 mins ago
CF
Manager, Finance (Wealth)
CI Financial
Toronto, ON
- Full-time
This role follows our in office work model and requires employees to be onsite four days per week to support collaboration and business needs
Added 9 mins ago
TC
Workday Integration Analyst
Tata Consultancy Services
Toronto, ON
- $90,000 to $100,000 CAD / year
- Full-time
Tata Consultancy Services (BSE: 532540, NSE: TCS) is the technology partner of choice for industry-leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest…
Added 9 mins ago
IB
Associate Director, Executive MBA, Recruitment and Admissions
Ivey Business School at Western University
London, ON
- Full-time
Added 9 mins ago
LH
Kinesiologist - Lifemark Physiotherapy Bridgewater
Lifemark Health Group
Bridgewater, NS
- Full-time
You are more than a clinician - you are a coach, educator, motivator, and trusted partner in recovery.
Added 9 mins ago
K
Information Technology Support Analyst
Kelly
London, ON
- Contract
Day Shift: $21.50/hour · Evening Shift (after 9 PM): $22.36/hour
Added 9 mins ago
D
Client Service Associate
Dialectica
Montreal, QC
- Full-time
…broker between our clients and industry experts. Your role is to partner with our clients to understand their knowledge gaps and identify experts with the most relevant experience and…
Added 9 mins ago
K
Director, IT Managed Services
Klick
Toronto, ON
- Full-time
Added 9 mins ago
S
Bilingual Supervisor, Customer Service
Serefin
Remote, Canada
- $55,000 to $65,000 CAD / year
- Full-time
- Remote
Leadership - We are empowered to take the initiative – to proactively deliver to our partner's unique needs and help drive our company’s growth.
Added 9 mins ago
IT Operations Manager
Chemelex
Edmonton, AB
Chemelex is seeking a proactive, highly organized, and trusted IT Operations Manager [WT1] to partner closely with the VP, Digital, AI, & Technology in driving strategic initiatives,…
Added 9 mins ago
Technology - Brokerage Engineering - Senior Data Engineer
Questrade Financial Group
Toronto, ON
Work-life balance in a hybrid environment with at least 3 days in office
Added 9 mins ago
B
Investment Bank Diversified Industries, Analyst
Barclays
Toronto, ON
- Full-time
Partner with other functions and business areas.
Added 9 mins ago
RU
Inside Sales Analyst - Canada
RSM US LLP
AB · Toronto, ON · Calgary, AB
- Full-time
Must possess impeccable confidence conversing via phone, video conferencing and email, required
Added 9 mins ago
Project Manager
Pomerleau
Ottawa, ON
Utilize your experience in trade partner selection and coordination of their activities;
Added 9 mins ago
WG
Warehouse Associate - Day Shift (Regina, SK)
Wolseley Group
Regina, SK
- Full-time
Join Wolseley Canada and take the next step in your career. Apply today to become a trusted partner in our mission to deliver excellence and innovation across Canada’s infrastructure.
Added 24 mins ago
P
Junior Solutions Engineer
Pontosense
Kitchener, ON
- Full-time
…next year and a half. Our biggest customers need a technical partner who can get them live and keep them…
Added 24 mins ago
P
SEO/AEO Specialist, Silvie
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Kitchener, ON
- Full-time
Authority that compounds: earned mentions, partner pages and expert content from caregivers, clinicians and our own engineers.
Added 24 mins ago
M
Lead, Enterprise IT VMO
McKesson
Mississauga, ON
- Full-time
Added 24 mins ago
L
Field Marketing Manager, Canada
Logitech
ON · Offsite - Canada - ON
- Full-time
Partner with sales on account-based marketing for priority accounts and target industries.
Added 24 mins ago
Sales Strategy and Operations Intern (Summer 2027)
ExaCare AI
Toronto, ON
The work does not stop when a customer first onboards to our platform. It deepens over time. We partner with operators, listening and learning about real problems, and translate that into…
Added 24 mins ago
Business Development Representative Intern (Summer 2027)
ExaCare AI
Toronto, ON
Partner with Revenue Operations and Marketing to support prospect lists, account research, campaign follow-up, and lead handoffs

Klick

Director, IT Managed Services

Toronto, ON, Canada

The base salary range for this position is between CAD $130,000 - $150,000. · Full-time

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Job details

Pay: The base salary range for this position is between CAD $130,000 - $150,000.
Job type: Full-time
Apply by: Dec 11, 2026
Posting language: English
Posted: Nov 11, 2026

Original job description

The Klick Group - comprising Klick Health (including Oxford PharmaGenesis, Klick Katalyst, and btwelve), Klick Media, Klick Applied Sciences (including Klick Labs), and Klick Consulting - is an ecosystem dedicated help life sciences brands achieve their full potential through best-in-class marketing and advertising, media, medical affairs and communications, market access, real-world evidence, and technology and analytics consulting - powered by 500+ in-house medical experts and award-winning data science and AI capabilities. Founded in 1997, we have offices in Toronto, New York, Oxford, London, Cambridge, Cardiff, Melbourne, Philadelphia, Saratoga Springs, São Paulo, and Singapore. One of the most-awarded health agencies on the planet, Klick is consistently recognized for its people-first culture as a Great Place to Work, Best Workplace for Women, Best Workplace for Inclusion, Most Admired Corporate Culture, and FORTUNE Best Workplace in Advertising. Klick also recently made history as Cannes Lions Healthcare Agency of the Year, Healthcare Network of the Year, and Independent Agency of the Year – Health.

About Our Technology Craft

Our Technology Craft powers Klick’s innovation through platforms, products, and emerging technologies. This craft enables scale, efficiency, and experimentation across the business. Technology teams transform ideas into functional, future-ready solutions. Their work supports both client delivery and internal growth.

Job Description

The Director, IT Managed Services leads day-to-day service delivery across Klick's IT Managed Services practice, ensuring predictable performance and measurable client outcomes from statement of work (SOW) execution through renewal. This role oversees multidisciplinary Klick teams, offshore partners, and vendor-supported delivery pods while managing service-level agreements (SLAs), incident response, resource capacity, and commercial performance. Working closely with client stakeholders, Resource Management, Engineering, and Klick leadership, this individual establishes consistent operating processes, strengthens service reliability, and ensures delivery commitments are met within agreed scope, timelines, and budgets.

What You'll Do

Lead IT Managed Services delivery across multiple client engagements, overseeing SLAs, scope, schedules, service quality, budgets, margins, and client satisfaction through structured weekly status reporting, service reviews, risk registers, and escalation management.
Direct incident management and monitoring practices, including severity classification, alert thresholds, event routing, on-call schedules, escalation policies, notification workflows, root cause analysis, and post-incident reviews to improve response performance and reduce recurring incidents.
Manage offshore and third-party delivery partners by establishing service expectations, reviewing SLA performance, coordinating vendor-supported delivery pods, and partnering with Resource Management on capacity forecasting, dedicated, anchor, and flex staffing models, and resource utilization.
Govern SOWs, change requests, and commercial delivery performance by tracking scope, assumptions, budgets, actual costs, margins, and utilization while supporting solution development, pricing, renewals, and early identification of delivery risks.
Lead client service reviews, executive escalations, and remediation planning while developing standardized delivery playbooks, reporting tools, and operational processes, and coaching delivery managers, project leads, and engineers to improve delivery consistency and team performance.

Qualifications

Required:

8+ years of progressive experience in IT delivery, managed services, or technical program management, including at least 3 years leading delivery managers, technical teams, or multidisciplinary service delivery functions.
Experience managing multiple concurrent client engagements or technical workstreams in an agency, consultancy, or managed services environment, with demonstrated accountability for SLAs, service quality, delivery schedules, budgets, and client reporting.
Hands-on experience leading major incident management processes, including incident detection, triage, severity classification, escalation, client communication, resolution, root cause analysis, and post-incident reviews, with examples of corrective actions that reduced recurring incidents or improved response performance.
Experience designing and configuring service monitoring and incident response workflows, including alert thresholds, event routing, notification channels, on-call schedules, escalation policies, runbooks, and regular testing or optimization of monitoring effectiveness.
Experience managing offshore or third-party delivery partners, including SLA governance, performance reviews, resource forecasting, capacity planning, and coordination of distributed teams across client engagements.
Experience managing SOWs, change requests, project budgets, margins, and resource utilization, with demonstrated ability to report commercial performance, manage delivery risks, and communicate recommendations to senior clients or executive stakeholders.

Desired:

Comfort and enthusiasm for using AI as a regular part of how work gets done.
Experience delivering IT managed services or technology programs within pharmaceutical, biotechnology, healthcare, life sciences, or another regulated industry.
Experience configuring or managing service delivery platforms such as Jira Service Management, ServiceNow, or comparable ticketing and IT service management systems, including service reporting or workflow automation.
Experience implementing monitoring, alerting, or incident response solutions using PagerDuty, SolarWinds, or comparable platforms, with examples of improved alert quality, incident response, or operational visibility.
ITIL, PMP, or comparable service management or project delivery certification, supported by practical application of structured service management or delivery methodologies.
Experience using professional services automation, resource management, or scheduling tools to support capacity planning, utilization reporting, delivery forecasting, or commercial performance management.

Additional Information

This posting is for a net new role at Klick. The base salary range for this position is between CAD $130,000 - $150,000. The final amount offered will be determined based on several factors such as a candidate's work location, their unique skill set, education, and prior work experience. This is a hybrid role based in Klick's Toronto office.

Our Commitment to Inclusion

Klick is consciously creating a culture where everyone can thrive and grow in their careers. We believe that our best work comes from our diverse backgrounds, perspectives, and skills. We strongly encourage members of historically underrepresented communities to apply, including Black people, Indigenous peoples, and other people of color, people with disabilities, people from gender and sexually diverse communities and people with intersectional identities. We're also committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please contact us at careers@klick.com and we will work with you to meet your accessibility needs and ensure you have a positive experience.

Klick uses an AI-powered tool as part of an automated process to support our hiring process by analyzing your experience, skills, and qualifications to help identify alignment with role requirements. Please note that the tool does not make final decisions or automatically disqualify candidates. Hiring decisions are made by our team, with thoughtful human judgment and oversight. We are committed to fair and transparent hiring practices and have implemented safeguards to help mitigate bias and support compliance with applicable laws. If you have questions, accessibility needs, or concerns about the use of this tool, please contact us.

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More about this job

Responsibilities

Lead managed services delivery across multiple client engagements, overseeing service levels, incidents, staffing, budgets, margins, client satisfaction, and delivery risks. Manage offshore and third-party partners, lead client reviews and escalations, and develop standardized processes and playbooks while coaching delivery teams.

Requirements

Requires 8+ years of progressive IT delivery, managed services, or technical program management experience, including at least 3 years leading teams or service delivery functions. Candidates should have experience managing concurrent client engagements, major incidents and monitoring workflows, distributed partners, SOWs, budgets, margins, and executive-level client communications.

Skills

IT Managed Services Delivery
Incident Management
Monitoring and Alerting
Root Cause Analysis
Offshore Partner Management
Capacity Planning
Resource Management
Statement of Work Management
Budget and Margin Management
Risk and Escalation Management
Service Reporting
IT Service Management
Delivery Process Improvement
AI Adoption

Visa sponsorship

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Keywords

IT Managed Services
Service-Level Agreements
Incident Management
Severity Classification
Alert Thresholds
Event Routing
On-Call Schedules
Escalation Policies
Root Cause Analysis
Post-Incident Reviews
Offshore Delivery
Third-Party Vendor Management
Capacity Planning
Resource Utilization
Statements of Work
Change Requests
Budget Management
Margin Management
Jira Service Management
ServiceNow
PagerDuty
SolarWinds
ITIL
PMP
Professional Services Automation
Pharmaceutical Industry
Biotechnology
Healthcare
Life Sciences
Artificial Intelligence

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