Technical Delivery Lead

Role: Technical Delivery Lead

Location: Ontario, Canada (or) North America ( Hybrid)

Employment Type: Full-Time

Department: Managed Services / Professional Services Delivery

Job Summary

We are looking for an experienced Technical Delivery Lead to provide strategic technical and delivery leadership across infrastructure, cloud, applications, and operations. The role will oversee multiple technology towers, guide Technical Tower Managers, manage escalations, drive service quality, and coordinate global resources supporting a 24x7 delivery model.

The ideal candidate should have strong technical breadth across infrastructure technologies along with experience in MSP / Managed Services / Professional Services environments.

Key Responsibilities

• Own end-to-end technical delivery oversight across infrastructure, applications, and operational support.
• Provide technical direction and governance to Technical Tower Managers and delivery teams.
• Monitor service quality, SLA/KPI performance, incidents, problems, risks, cost, and delivery timelines.
• Lead and support critical escalations, major incidents, and high-impact customer engagements.
• Coordinate resources across multiple technology towers, vendors, SMEs, and global delivery teams.
• Support customer onboarding, BAU operations, transformation projects, SOW changes, and transition/offboarding.
• Review and approve Root Cause Analyses (RCA) and ensure remediation actions are documented.
• Provide technical and architectural input for infrastructure and cloud projects.
• Support presales, client discovery, technical scoping, reference architecture, and SOW development.
• Translate customer requirements into technical direction and delivery plans.
• Drive process improvements, delivery governance, documentation, and operational consistency.
• Coordinate with North America and global teams to maintain 24x7 delivery coverage.

Technical Skills

• Operating Systems: Windows Server, Linux
• Virtualization: VMware vSphere, Microsoft Hyper-V
• Cloud: Azure, AWS and/or GCP
• Storage: SAN, NAS, replication, tiering
• Backup & DR: Backup platforms, Disaster Recovery, RTO/RPO, DR testing
• Databases: Oracle, MS SQL Server
• Networking: Firewalls, routers, switches, SAN fabric
• Application & Infrastructure: Application dependency mapping and transformation
• Datacenter: Hardware, deployment, ISP/connectivity and colocation environments
• Exposure to IBM AS/400 / IBM Series platforms is an advantage.

Required Qualifications

• 11+ years of hands-on technical experience across multiple infrastructure/technology domains.
• Experience leading or mentoring technical managers/team leads.
• Strong technical breadth across infrastructure, virtualization, cloud, storage, backup/DR, and databases.
• Production experience with VMware and/or Hyper-V.
• Hands-on migration or architecture experience with at least one hyperscaler: Azure, AWS, or GCP.
• Experience with Backup/BCDR, DR testing and validation.
• Experience with application discovery/dependency mapping.
• Familiarity with Oracle and/or MS SQL Server.
• Experience working in an MSP, Systems Integrator, or Professional Services environment.
• Strong experience handling technical escalations under pressure.
• Excellent communication, customer-facing, stakeholder management, and documentation skills.
• Ability to coordinate with global teams across time zones in a 24x7 delivery environment.

Preferred Qualifications

• Certifications such as VCP, Azure Solutions Architect Expert, AWS Solutions Architect, CCNA/CCNP, or ITIL Foundation.
• Presales / Solutions Engineering experience.
• Experience creating or contributing to SOWs and technical proposals.
• Experience in multi-tenant or multi-tower MSP delivery environments.