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Added 3 mins ago
Lead Optometrist- LaSalle
Specsavers
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Support when you need it - benefit from Specsavers’ back office support, resources, and professional development, so you can stay focused on patient care.
Added 3 mins ago
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Supervisor, Production Operations
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Toronto, ON · North York, ON
- $83,958 to $116,377 CAD / year
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Added 3 mins ago
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- Full-time
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- Full-time
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- Full-time
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- Full-time
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…validation into production use. Working closely with Data Engineers, Business Analysts, Full Stack Engineers, and QA, you will turn a fragmented operational landscape into a secure,…
Added 3 mins ago
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Account Executive, SMB
Loopio Inc.
Remote, Canada
- $70,000 to $90,000 CAD / year
- Full-time
- Remote
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Added 3 mins ago
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Business Systems Analyst – Salesforce
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- Full-time
Join the AIM team, a growing team that, over the years, has transformed into a multifaceted company with business divisions that include metal recycling, construction waste recycling,…
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Membership Sales Associate
Orangetheory Fitness 10033
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- $17.9 to $20 CAD / day
- Part-time
…environment free of discrimination and harassment. All employment and business decisions at Orangetheory Fitness are based on business needs, job requirements, and individual…
Added 18 mins ago
Procurement Manager
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Added 18 mins ago
IT Project Manager
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Brossard, QC · Joliette, QC · Laval, QC · Mont-Royal, QC · Montreal, QC · Quebec, QC · Saint-Laurent, Quebec · Mount Royal, Quebec
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Contribute to key initiatives related to economic development in Quebec and Canada.
Added 18 mins ago
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Tax Manager, Enterprise Tax
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Added 18 mins ago
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Senior Manager, Audit
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Added 18 mins ago
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Senior Finance Officer
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Assist in the development of the finance department operational plan.
Added 18 mins ago
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CCaaS Architect
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- Full-time
…Fortune 1000 organizations transform bold ideas into measurable business impact. We go beyond building innovative AI technologies - we solve the problems that matter most to our…
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Guidewire Leads & Integration Gateway Developer – Aviva
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Toronto, ON
- Contract
Strong hands-on experience with Guidewire ClaimCenter configuration, customization, and development.
Added 18 mins ago
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Account Executive
S.i. Systems
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- $75,000 to $110,000 CAD / year
- Full-time
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Terra Dygital

IT Service Delivery Manager

Toronto, ON, Canada

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

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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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