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Added 2 mins ago
E
Senior Environmental Engineer or P.Geo
EXP
Kingston, Ontario
- Full-time
Maintaining excellent client relationships in various industries
Added 2 mins ago
E
Supervisor, Plant Operations & Maintenance
EllisDon
ON · Ontario Projects
- Full-time
Participate in the site's Duty Manager rotation, providing after-hours leadership, incident escalation, emergency response coordination, and client support as required.
Added 2 mins ago
Advisor Associate - Hamilton
Scotiabank
Hamilton, ON
Reporting to the Manager, Regional Administration, as a Client Service Associate, you will be responsible for providing administrative and operational support, both in-office and virtually,…
Added 2 mins ago
Sample Inspection Technician
Bureau Veritas
Montreal, QC
Inspect the document requirements and communicate any abnormalities or unacceptable conditions to the project manager teams or to client directly;
Added 2 mins ago
B
Senior Director, People Operations
Boldr
Remote, Canada
- Full-time
- Remote
Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating
Added 2 mins ago
SH
Respiratory Therapy Educator - Full Time
Southlake Health Community
Newmarket, ON · Southlake Health
- Full-time
…expertise in the support, orientation and competency based skills development of hospital staff. The RT Educator works collaboratively with the interprofessional program team in…
Added 2 mins ago
VE
Employment Counsellor
VPI Employment Services
Hamilton, ON
- Full-time
…impact for the individuals we serve. Providing exceptional client experience; creating an environment where clients feel safe, heard, supported, and see progression with skill development,…
Added 2 mins ago
QM
gestionnaire de comptes en commerce électronique / E-Commerce Account Manager
Quantum Management Services Ltd.
Montreal, QC
- $78,000 CAD / year
- Full-time
Our client, a growing and innovative consumer products company, is seeking an E-Commerce Account Manager to manage and expand key online accounts across Canada and the United States.
Added 2 mins ago
H
Operations Manager
Hays
Victoria, BC
- $130,000 to $165,000 CAD / year
- Full-time
Reporting directly to the General Manager, the Operations Manager will oversee the day-to-day operations of multiple civil construction projects and support strategic planning, resource…
Added 2 mins ago
AT
PLC Automation Engineer – Siemens / Conveyor Systems
Altis Technology
Toronto, ON · Greater Toronto Area, Canada
- $100,000 to $110,000 CAD / year
- Full-time
Our client, an established global provider of automated material handling and logistics solutions, is looking for an experienced PLC Automation Engineer to join its growing engineering team.
Added 2 mins ago
AC
Intermediate Electrical Engineering Project Manager
Accenture Construct
Ottawa, ON · Greater Ottawa Metropolitan Area
- Full-time
We are seeking an experienced Project Manager to lead the delivery of complex infrastructure construction projects based in Ottawa. This role is responsible for managing projects from…
Added 2 mins ago
SI
Future Talent Pipeline -Executive Chef - Sous Chef
Shannex Incorporated
ON · Ontario, Canada
- Part-time
…healthcare sector, Shannex offers opportunities for growth, development and advancement. And at the end of every day, you will know you’ve made a measured difference in the lives of our…
Added 17 mins ago
F
Webber - Operations Manager - Infrastructure Management
Ferrovial
ON · CAN - Webber - Infra - Niagara
- Full-time
…innovators and trailblazers. Ferrovial is also leading the development of the New Terminal One at JFK International Airport. Ferrovial shares trade under the ticker symbol FER on two stock…
Added 17 mins ago
KD
Direct Support Professional - Part-Time Flex
Karis Disability Services
Orillia, ON
- Part-time
…they support people to learn skills for their own growth and…
Added 17 mins ago
UH
Cogito Business Intelligence Analyst, Cogito Reporting
University Health Network
Toronto, ON
- Full-time
Reports to: Program Manager, Cogito Reporting
Added 17 mins ago
UH
Cogito Business Intelligence Developer, Cogito Reporting
University Health Network
Toronto, ON
- Full-time
Provide professional internal and client-facing documentation (SRS - System Requirement Specifications, PRD - Business Requirements Documentation, etc.);
Added 17 mins ago
C
Civil Substation Lead Engineer
CIMA+
Vancouver, BC
- $142,000 to $192,000 CAD / year
- Full-time
Welcome to a commitment to sustainable development you can relate to.
Added 17 mins ago
RI
Executive Chef for an amazing Resort in Ontario - Canada
Renard International Hospitality Search Consultants
Toronto, ON
- Full-time
Our Client requires a culinary leader who combines world-class standards with genuine hospitality and understands what it takes to operate a successful luxury resort kitchen. If you are an…
Added 17 mins ago
AC
Infrastructure & Capital Projects - Project Manager, COM
Accenture Construct
Ottawa, ON · Greater Ottawa Metropolitan Area
- Full-time
We are seeking an experienced Project Manager to lead the delivery of complex infrastructure construction projects based in Ottawa. This role is responsible for managing projects from…
Added 17 mins ago
CF
Business Development Manager
CI Financial
Calgary, AB
- Full-time
We are currently seeking a Business Development Manager (BDM) who will be responsible for sales and asset retention and brand promotion of all CI Global Asset Management investment…
Added 17 mins ago
B
Manager, Enterprise
BrainStation
Toronto, ON
- Full-time
Grow your client relationships: identify, shape, and secure new and follow-on engagements, own the development of proposals and business cases, and shape the scope and commercial structure…
Added 17 mins ago
A
Transformation Director : Toronto, ON (Hybrid) : FTE
AceStack
Toronto, ON
- Full-time
The infrastructure project manager will be responsible for the concurrent management and deliverables of several infrastructure workstreams that support the major changes planned across our…
Added 32 mins ago
Warehouse Operations Manager (3PL)
Canada Cartage Group of Companies
Winnipeg, MB
Under the direction of the General Manager, the Warehouse Operations Manager is responsible for managing the day-to-day operations of a multi-client third-party logistics warehouse. This…
Added 32 mins ago
UO
Intermediate Learning Specialist, Academic Accommodation
University of Ottawa
Ottawa, ON
- Full-time
…and varsity sports activities, we run an innovative career development and experiential learning program and much…
Added 32 mins ago
Insurance Advisor
Talent Acquisition Team at Westland Insurance. Text reply only.
Winnipeg, MB
…Do you love to talk about insurance and provide exceptional client service? If so, you will love working for Westland! We are looking for a career-minded individual who is focused on…

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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