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Added 2 mins ago
A
Supervisor, Production Operations
Apotex
Toronto, ON · North York, ON
- $83,958 to $116,377 CAD / year
The Supervisor, Production Operations is responsible for all aspects of a specific business unit within a Solid Dose Production facility, including ensuring that all work is performed in…
Added 2 mins ago
MI
Senior Associate, Fund Accounting, Real Assets (Yardi experience preferred)
MUFG Investor Services
Toronto, ON
- $72,000 to $105,600 CAD / year
- Full-time
…exchange overlay, corporate and regulatory services, custody, business consulting, and more. Operating from 17 locations worldwide, we help clients mitigate risk, enhance efficiency, and…
Added 2 mins ago
T&
Assistant Manager, Financial Accounting & Reporting
Turner & Townsend
Toronto, ON
- Full-time
Implement and maintain robust internal control systems to safeguard company assets (SOX)
Added 2 mins ago
FW
Solution Architect
Future Works
Remote, Canada
- Full-time
- Remote
Systems Thinking: Proven ability to design end-to-end solutions that connect data pipelines, business logic, analytics or machine learning components, and operational user interfaces.
Added 2 mins ago
AI
Business Systems Analyst – Salesforce
American Iron and Metal
Montreal, QC
- Full-time
The Business Systems Analyst (BSA) – Salesforce acts as a liaison between business needs and the Salesforce technical solution. The BSA analyzes business processes, defines functional…
Added 16 mins ago
Procurement Manager
PagerDuty
Toronto, ON
…join our team! In this role, you will act as a core strategic business partner to our Product Management Engineering, Marketing, and GTM teams, helping enable the business to reach its goal…
Added 16 mins ago
IT Project Manager
Canada Cartage Group of Companies
Mississauga, ON
…technology projects focused primarily on warehouse management systems (WMS), warehousing and distribution operations. Initially, the role will support complex customer implementations and…
Added 16 mins ago
SA
Parts Advisor
Somerville Auto Group
Toronto, ON
- Full-time
Ability to learn and use company-provided software systems
Added 17 mins ago
A
Guidewire Leads & Integration Gateway Developer – Aviva
Amyantek
Toronto, ON
- Contract
Experience with Gosu, Guidewire APIs, business rules, workflows, and integrations.
Added 17 mins ago
SS
Account Executive
S.i. Systems
Calgary, AB
- $75,000 to $110,000 CAD / year
- Full-time
Are you a dynamic sales professional in IT staffing with a passion for building lasting relationships and driving business success? We are seeking an experienced Account Executive (AE) to…
Added 17 mins ago
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Payroll Consultant - 6 Month Contract
Vaco
Toronto, ON
- $150,000 to $160,000 CAD / year
- Contract
Conduct a comprehensive assessment of the current payroll function, including end-to-end payroll processes, procedures, controls, systems, and operational practices.
Added 17 mins ago
ZS
Business Analyst with Adobe AEM app experience
Zodiac Solutions, Inc
Toronto, ON
- Full-time
Analyze and conceptualize solution designs in collaboration with Systems Architects, Software Developers, and other delivery partners to achieve business and client stakeholder objectives…
Added 17 mins ago
TI
PYTHON FULL STACK DEVELOPER WITH JAVA
Tekgence Inc
Mississauga, ON
- Full-time
Python We are seeking a skilled Backend Developer with 7+ to 10+ years of experience in designing, developing, and maintaining scalable backend applications. The ideal candidate will have…
Added 17 mins ago
MI
Senior Associate, Fund Accounting, Real Assets (Yardi experience preferred)
MUFG Investor Services
Toronto, ON
- $72,000 to $105,600 CAD / year
- Full-time
…exchange overlay, corporate and regulatory services, custody, business consulting, and more. Operating from 17 locations worldwide, we help clients mitigate risk, enhance efficiency, and…
Added 17 mins ago
SI
Business Analyst with Wholesale lending
Smart IT Frame LLC
Mississauga, ON
- Full-time
8-10 years of experience in business analysis or systems analysis
Added 17 mins ago
PI
Head of Marketing and Brand
Pack-Smart Inc.
Concord, ON
- $100,000 to $120,000 CAD / year
- Full-time
We develop engineered automation, digital printing, connected packaging systems and real time tracking. You must be credible with engineers, curious with customers and comfortable on the…
Added 17 mins ago
B
Senior Application Architect
Bevertec
Toronto, ON
- Contract
Extensive experience in systems analysis and design in large systems environments
Added 17 mins ago
MD
Transactions Specialist - Human Resources Technician 2
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
…processing personnel transactions in the State's personnel/payroll systems (SEMA4) and providing administrative support, as assigned, for the HR Office. This position will have access to…
Added 17 mins ago
A
Manager, Sales Compensation
Aviso
Toronto, ON
- $110,000 to $135,000 CAD / year
- Full-time
…incentive plans effectively drive sales performance, support business objectives, and align with organizational priorities. Working closely with Sales, Finance, and People teams, the…
Added 17 mins ago
TI
JAVA DEVELOPER WITH SOLACE
Tekgence Inc
Mississauga, ON
- Full-time
…microservices. Integrate with various internal and external systems. Write unit and integration tests using JUnit and other testing frameworks. Apply design patterns to create efficient and…
Added 17 mins ago
MT
Account Executive (Territory Sales)
MT Talent Solutions Inc.
Winnipeg, MB
- Full-time
…turning opportunities into lasting relationships. You will grow business within long-term care, combining new opportunity development with a strong commitment to existing…
Added 17 mins ago
ME
Sales Operations Coordinator
Mark Edwards
Montreal, QC
- Full-time
Support the adoption and use of sales tools and systems
Added 17 mins ago
C
Business System Analyst
CirrusLabs
Toronto, ON
- Contract
Data Designer / Data Business Systems Analyst – Databricks & Financial Services
Added 17 mins ago
PT
Senior Software Engineer
PlugandPlay Talent
Vancouver, BC
- Full-time
Senior Backend Developer (.NET / APIs / Azure)
Added 17 mins ago
C
Manager, Fire Safety and Ground Operations, Facilities Management – Permanent Full-Time
CHEO
Ottawa, ON
- $58.74 to $69.12 CAD / hour
- Full-time
…inspection and maintenance of fire detection and suppression systems, and conducts monthly fire drills, serving as the primary liaison with local fire services. Additionally, the Manager is…

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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