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Added 1 hour ago
BT
Senior Manager, Indirect Tax
Baker Tilly Canada
Vancouver, BC
- Full-time
We are seeking a Senior Manager or Director, Indirect Tax to join our growing Tax practice in Toronto or Vancouver. This is a leadership role focused on indirect tax advisory, compliance,…
Added 2 hours ago
ND
Project Officer
NATO DIANA
Halifax, NS
- $9,820.4 CAD / month
- Full-time
Application Deadline 22-Nov-2026, 10:59:00 PM
Added 5 hours ago
CO
Human Resources Generalist
City of Saint John
Saint John, NB
- Full-time
…onboarding, offboarding, Human Resources operations, policy application, employee experience and…
Added 5 hours ago
AC
Supply Chain Manager
Aston Carter
Acheson, AB
- $52 to $62 CAD / hour
- Contract
…growing quickly, with several large projects heading toward delivery. They need a Supply Chain Manager to lead procurement and own the material plan, from the bill of materials through to…
Added 6 hours ago
IC
Human Resources Specialist (Recruitment & Talent Outreach)
International Civil Aviation Organization
Montreal, QC
- Full-time
Provide guidance to hiring managers on the preparation of job descriptions, and the application of classification policies and procedures.
Added 10 hours ago
TG
Production Supervisor
Trench Group
Toronto, ON · Scarborough, ON
- Full-time
…the power transmission industry. Reporting to the Production Manager, the Production Supervisor will be responsible for executing production plans, ensuring compliance with Ontario’s…
Added 12 hours ago
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Funeral Director, Funeral Services
Mount Pleasant Group
Pickering, ON
- $41.4 to $46.43 CAD / hour
- Full-time
Added 12 hours ago
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Part-Time Professors - Aerospace, Information & Defence Technologies
Fanshawe College
London, ON
- Part-time
Reporting to the Program Manager of Norton Wolf School of Aviation and Aerospace Technology, part-time Professors are responsible for teaching courses within the programs and developing an…
Added 13 hours ago
FT
Part-Time Professors - Aerospace, Information & Defence Technologies
Fanshawe Toronto@ILAC
London, ON
- Part-time
Reporting to the Program Manager of Norton Wolf School of Aviation and Aerospace Technology, part-time Professors are responsible for teaching courses within the programs and developing an…
Added 15 hours ago
CO
Human Resources Generalist
City of Saint John
Saint John, NB
- Full-time
…onboarding, offboarding, Human Resources operations, policy application, employee experience and…
Added 16 hours ago
Area Manager II, YYZ4
Amazon
Brampton, ON
…customer-focused individuals who want to join our team as an Area Manager. In this role, you will lead a team of hourly workforce and will be responsible for engaging your team during their…
Added 17 hours ago
F
Project Manager
FISPAN
Vancouver, BC
- Full-time
Develop repeatable and scalable processes to improve project quality and delivery
Added 18 hours ago
C
Director, Client Support
CIBC
Toronto, ON
- Full-time
As the Director, Client Support in Business Banking, you'll lead a team of Manager Advisory Services (MASs) who oversee Financial Services Associates (FSAs) delivering both lending and…
Added 19 hours ago
CG
Senior Manager, Cybersecurity Technology Transformation Services
Cyberium Group
Richmond, BC
- Part-time
We are looking for a Senior Manager, Cybersecurity Technology Transformation Services who will lead and deliver complex cybersecurity engagements across both assessment and implementation…
Added 20 hours ago
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Order Picker Full-Time - 7222 Fort Saskatchewan
The Home Depot Canada
Fort Saskatchewan, AB
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Gathering the product mix to fill all orders in a timely manner, while utilizing the Order Fulfillment Application.
Added 20 hours ago
LC
Software Development Manager
Lightspeed Commerce, Inc.
Remote, Canada
- Full-time
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Lightspeed Financial Services is looking for a Software Development Manager in North America to grow and lead our technical team within the Financial Services organization.
Added 22 hours ago
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Manager, Financial Services (Temporary)
Abbotsford School District
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Reporting to the Manager, Payroll, the Manager, Financial Services (Temporary) supports the implementation and deployment of Sparkrock HRP system. The role assists with implementation…
Added 22 hours ago
TH
Order Picker Full-Time - 7222 Fort Saskatchewan
The Home Depot
Fort Saskatchewan, AB
- Full-time
Gathering the product mix to fill all orders in a timely manner, while utilizing the Order Fulfillment Application.
Added 23 hours ago
A
Design Engineer, North America AMZL Design Engineering
Amazon
St. Thomas, ON
- Full-time
…customer-focused individuals who want to join our team as an Area Manager. In this role, you will a team of hourly workforce and will be responsible for engaging your team during their…
Added 1 day ago
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Program Manager, Capital Projects – Minor
Covenant Health Canada
AB · Edmonton, AB
- Temporary
As a Program Manager, Capital Projects - Minor with Covenant Health's Capital Management team, you will provide leadership and oversight for a provincial Project Management Office (PMO)…
Added 1 day ago
TH
Associé(e) à la préparation de commandes (temps partiel)
The Home Depot
Canada
- Part-time
Gathering the product mix to fill all orders in a timely manner, while utilizing the Order Fulfillment Application.
Added 1 day ago
S
Speech Language Pathologist, Neuromotor - BC Children’s Hospital & Sunny Hill Health Centre
Sanya’k̓ula
Vancouver, BC
- Full-time
…practice and treatment team in partnership with the Program Manager and/or Professional Practice…
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TH
Project Manager - Garron Family Centre for Cancer & Blood Disorders
The Hospital for Sick Children
Toronto, ON
- Full-time
The Project Manager will develop practical project plans, manage assigned budgets and timelines, anticipate risks and dependencies, and track project progress. The Project Manager will work…
Added 1 day ago
Systems Engineering
BWXT
Peterborough, ON
Reporting to the Systems Engineering Manager, this role entails supporting the technical direction for the overall project and supporting technical interfacing to both internal and external…
Added 1 day ago
E
Program Manager
Equus
Bath, ON · Loyalist Township/Bath, Ontario
- $32.5 CAD / hour
- Full-time
The Program Manager reports to the Project Director for a given region and provides leadership through planning, implementing, coordinating, and evaluating Agilec sites/projects to ensure…

Terra Dygital

IT Service Delivery Manager

Toronto, ON, Canada

$115,000 to $130,000 CAD / year · Full-time

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Applications open in a new tab.

Job details

Pay: $115,000 to $130,000 CAD / year
Job type: Full-time
Apply by: May 1, 2027
Experience: 3+ years of people management, supervision, or team lead experience, including performance conversations and day-to-day operations.
Posting language: English
Posted: Nov 2, 2026

Original job description

About Terra Dygital

Terra Dygital Solutions is an innovative IT services provider headquartered in Vancouver, BC. We are dedicated to effectively addressing a diverse range of complex IT challenges by leveraging modern technologies. Our core expertise lies in advising clients on cybersecurity and business/system architecture through our Virtual CIO services, developing cutting-edge solutions via application development and system integration, and managing and optimizing desktop, server, and network environments as a Managed Services Provider. Join our dynamic and rapidly growing team, where you will collaborate with top-notch professionals, work with the latest technologies, and play a crucial role in our clients’ success, all while enjoying significant opportunities for personal and professional growth.

About This Role

As a Service Delivery Manager, you are a hands-on technical leader who earned credibility as a Senior System Administrator before moving into people management. You own the quality of service we deliver to clients and lead the Team Leads who run our Managed Services function day to day.

This is not a pure management role. You will guide our technical team through complex troubleshooting scenarios and act as an escalation point for them. Working alongside the Director, Managed Services and the Technical Escalations Manager, you will be the primary point of guidance and escalation for Team Leads and the day-to-day relationship manager for client technical environments. Strong client relationships, proactive root cause work, and steady process improvement are central to the job. Travel may be required as needed.

Key Responsibilities

Provide day to day oversight and support to Team Leads in the Managed Services function, acting as a point of guidance for technical decision-making and issue escalation.
Support Team Leads with workload prioritization, incident response, and service quality management.
Promote consistent standards, decision-making, and escalation handling across the function.
Support the Director, Managed Services in the day to day management of the Service Desk, and support the on-call rotation as required.
Take ownership of high-priority and complex customer escalations, ensuring timely, effective, and customer-focused resolution.
Lead the resolution of critical escalations, offering technical insight and decisive guidance to ensure operational excellence.
Serve as a customer advocate by understanding concerns, managing expectations, and providing clear, regular updates throughout the escalation lifecycle.
Build and maintain strong relationships with customers and internal stakeholders to support long-term trust and satisfaction.
Collaborate closely with the Service and Projects teams and other internal teams to drive service delivery and improvement initiatives, ensuring alignment, accountability, and clear communication.
Investigate the root causes of recurring escalations and systemic issues, and partner with relevant teams to implement corrective and preventative actions.
Engage and work with vendors and third parties as needed.
Continuously evaluate escalation processes, workflows, and tooling, recommending and implementing improvements that reduce resolution times and improve efficiency.
Ensure the Managed Services systems and tools are configured to support the team.
Maintain accurate and detailed records of escalations, resolutions, and lessons learned.
Prepare and contribute to regular reporting on escalation trends, performance metrics, and improvement opportunities.
Ensure escalated issues are managed in accordance with company policies, service level agreements (SLAs), and quality standards.
Provide coaching and knowledge sharing on escalation handling best practices, and contribute to training and onboarding for complex issue resolution.
Promote a customer-centric, accountable, and continuously improving culture within Managed Services.

Skills and Knowledge

Deep, current expertise administering Windows Server, Active Directory / Entra ID, Microsoft 365, and Azure, including Group Policy, DNS, DHCP, and identity and access management.
Strong working knowledge of virtualization (VMware or Hyper-V), backup and disaster recovery, networking and firewalls, and endpoint management.
Proven ability to troubleshoot complex, multi-layer outages and to lead root cause analysis on recurring issues.
Experience with scripting and automation (PowerShell required).
Solid understanding of SaaS platforms, APIs, and general troubleshooting workflows.

Education and Experience

6+ years of professional systems administration experience, including at least 3 years at a Senior System Administrator level (or equivalent scope and ownership) supporting multiple client or production environments.
3+ years of people management, supervision, or team lead experience, including performance conversations and day-to-day operations. This experience should build on your systems administration background, not replace it.
Demonstrated ability to lead the resolution of high-pressure, time-sensitive incidents while maintaining professionalism and client confidence.
Experience working with SLAs, service desk tooling, and vendor management.
Ability to coach technical staff, set standards, and make sound decisions under pressure.
Several advanced Microsoft certifications.

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More about this job

Responsibilities

Lead and support Managed Services Team Leads, guide complex technical escalations, and ensure incidents are resolved promptly while maintaining client confidence and service quality. Build client and internal relationships, investigate recurring issues, improve escalation processes and tools, and contribute to reporting, coaching, and operational standards.

Requirements

Requires at least six years of systems administration experience, including three years at a senior level, plus three years of people management, supervision, or team lead experience. Candidates need advanced Microsoft systems expertise, PowerShell scripting, experience with complex incident resolution, SLAs, service desk tools, and vendor management; several advanced Microsoft certifications are also required.

Skills

Windows Server Administration
Active Directory
Microsoft Entra ID
Microsoft 365
Azure
Group Policy
DNS
DHCP
Identity And Access Management
VMware
Hyper-V
Backup And Disaster Recovery
Networking And Firewalls
Endpoint Management
Root Cause Analysis
PowerShell Scripting

Visa sponsorship

Not detected in the job text

Keywords

Managed Services
Service Delivery
Service Desk
Windows Server
Active Directory
Microsoft Entra ID
Microsoft 365
Azure
Group Policy
DNS
DHCP
Identity And Access Management
VMware
Hyper-V
Backup And Disaster Recovery
Networking
Firewalls
Endpoint Management
PowerShell
SaaS
APIs
Root Cause Analysis
Incident Response
Escalation Management
Service Level Agreements
Vendor Management
Process Improvement
Technical Leadership
Microsoft Certifications

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