Service Delivery Manager ( Blairmore, AB)

Service Delivery Manager

Reports To: Chief Operating Officer

Position Type: Full-Time, 1 vacancy 

Location: Blairmore, Alberta (Hybrid)

Hours of Work: Monday to Friday, 8:00 am to 2:00pm, 30 hours per week, MST

About the Company

We are a one‑stop compliance powerhouse trusted by clients who expect precision, agility, and results. We run like a championship sports team where every player knows their role, every move is strategic, and winning means delivering industry‑leading compliance outcomes for every client we serve.

About the Team

We are a high‑performance squad that thrives on trust, accountability, and measurable impact. We train hard, execute flawlessly, and celebrate the wins together.

About the Role

We are seeking an experienced and proactive Service Delivery Manager (SDM) to oversee end-to-end client engagement operations. In this role, you will act as the operational bridge between our consulting partners, client stakeholders, and delivery teams.

You will drive engagement timelines, enforce service quality and compliance, eliminate operational bottlenecks, and ensure deliverables meet our high standards on schedule and within budget.

This is an ideal role for an operational leader who thrives in a small-firm, entrepreneurial environment where your contributions directly shape company operations and client retention.

Key Responsibilities1. Engagement & Delivery Management

1. Oversee the end-to-end delivery lifecycle of client engagements concerning the below workstreams

• Fractional CCO
• Compliance Operations
• Banking
• Administrative
• Onboarding
• Sales
• Establish, track, and enforce project milestones, resource allocation, and Statement of Work (SOW) deliverables.

2. Client Relationship & SLA Governance

• Serve as an operational point of internal escalation for leadership regarding project schedules, delivery status, and scope adjustments.
• Conduct regular operational check-ins and delivery health reviews to evaluate client satisfaction and address service bottlenecks proactively.

3. Operational Excellence & Process Optimization

• Standardize delivery frameworks, review checklists, and reporting templates across client engagements.
• Implement and manage workflow management systems (e.g. Hubspot, Jira) to track utilization, billable hours, and task status.
• Drive continuous improvement initiatives to minimize turnaround times without compromising accuracy or regulatory compliance.

4. Team Coordination & Resource Planning

• Manage consultant capacity, work-in-progress (WIP), and task handoffs between financial analysts, senior consultants, and third-party contractors.
• Facilitate weekly operational standups and project retrospectives to ensure cross-functional alignment.

Required Qualifications

• Education: Bachelor’s degree in Business Administration, Finance, Commerce, or equivalent experience
• Experience: 5+ years of operational or service delivery management experience within professional services, financial consulting, accounting, corporate finance, or related advisory sectors.
• Project Management Skills: Demonstrated expertise managing multiple concurrent client engagements, project timelines, and operational budgets. Certifications such as PMP, Lean Six Sigma, or ITIL are an asset.
• Financial Literacy: Solid foundational understanding of financial reporting, consulting workflows, and billing metrics (WIP, realization rates, billable utilization).
• Communication: Exceptional client-facing presence and written communication skills suitable for communicating with C-suite executives and business owners.
• Tech Savvy: High proficiency with modern project management software, CRM platforms, and Google Suite (advanced Excel/PowerPoint skills required).

Nice to Have

• Familiarity with blockchain analytics tools for forensic investigation
• FATF guidelines, SEC, FINTRAC, FINCEN regulations, AML directives
• Strong understanding of licensing, audits, regulatory frameworks, and compliance automation
• Risk matrices and crypto transaction monitoring, including sanctions screening and KYC/CDD

Technology & Software

• Google Workplace
• HubSpot
• AI platforms

Working Conditions

This position involves prolonged periods of desk work, including sitting and computer use for extended hours. Minimal physical activity is required, though occasional movement such as walking to meetings or retrieving documents may occur. The work environment is a standard indoor office setting with consistent weekday hours.

Benefits

After completing your probationary period, you will be eligible for a comprehensive benefits package designed to support your health, well-being, and professional development:

• Extended health care
• Dental and vision care
• Life insurance
• Employee Assistance Program (EAP)
• Paid time off (PTO) including sick leave, volunteer days, and a paid day off for your birthday
• Generous tuition reimbursement for professional training, courses, and certifications

Hiring Process

Our recruitment process is designed to identify top talent through a structured and thoughtful approach:

• Step 1: Prescreening | We begin with an initial review of your application and a brief phone interview to assess qualifications, experience, and alignment with the role.
• Step 2: Panel Interview | Shortlisted candidates are invited to a panel interview with team members from relevant teams. This stage focuses on soft skills.
• Step 3: Executive Meeting | Finalists meet with a senior executive for a strategic conversation about vision, leadership, and long-term potential within the organization.

Offer Conditions

Job offers are contingent upon passing reference checks, background checks, and providing valid work authorization. Work Permit Holders: If your permit is nearing expiration, you must provide proof of an active extension application (maintained status) or bridging permit before your start date. Continued employment requires maintaining valid work authorization and notifying management at least 90 days before permit expiry.