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Added 10 mins ago
TT
Production Employee - Press Department
TC Transcontinental
Calgary, AB
- Full-time
…artificial intelligence (AI) tools or automated decision-making systems are used in our recruitment or selection…
Added 10 mins ago
A
Manager, Global Strategic Partnerships
Ataccama
Toronto, ON
- Full-time
…own Ataccama's most important alliances worldwide. You will lead a select portfolio of global solution partners (GSIs and strategic consultancies) and technology partners (cloud platforms…
Added 10 mins ago
I
Sr BW Consultant - SAP SAP Trade Promotion Management (TPM)
Infosys
Mississauga, ON
- $92,740 to $105,008 CAD / year
- Full-time
We are seeking an experienced SAP TPM & BW/4HANA consultant to lead the design, architecture, and delivery of enterprise-wide Trade Promotion Management, Customer Business Planning, Trade…
Added 10 mins ago
IH
Lead | Community Systems
Interior Health Authority
BC · British Columbia, Canada
- $90,770 to $130,481 CAD / year
- Full-time
Interior Health is looking for an experienced Lead, Community Systems to join our team on a full time permanent basis.
Added 10 mins ago
A
Manager, Global Strategic Partnerships
Ataccama
Toronto, ON
- Full-time
…own Ataccama's most important alliances worldwide. You will lead a select portfolio of global solution partners (GSIs and strategic consultancies) and technology partners (cloud platforms…
Added 10 mins ago
IT
Engineering Manager
Infinity Testing Solutions Inc.
Mississauga, ON
- $120,000 to $140,000 CAD / year
- Full-time
Lead the engineering department at Infinity Testing Solutions Inc. (ITS), with a primary focus on research and development (R&D), custom machine design and equipment development. You will…
Added 10 mins ago
GL
Enterprise Architect
goeasy Ltd.
Mississauga, ON
- Full-time
Systems Integration and Integration Architecture:
Added 10 mins ago
ZS
Technical Systems Analyst – Canadian Wealth &asset
Zodiac Solutions, Inc
Toronto, ON
- Full-time
Job Title: Technical Systems Analyst – Canadian Wealth &asset
Added 10 mins ago
H
Technical Program Manager
HCLTech
Vancouver, BC
- $115,000 to $120,000 CAD / year
- Full-time
We are seeking an experienced Technical Program Manager (TPM) to lead the delivery of complex technology initiatives across software engineering, quality assurance, cloud platforms, and…
Added 25 mins ago
Business Systems Analyst ITS & HR (2026-MP-24)
University of Windsor
Windsor, ON
Data Integration Architecture: Support data integration solutions, develop technical specifications, and align systems with enterprise standards.
Added 25 mins ago
AC
Change Management Clinical Lead (1 day a week, 1 year contract)
Amplify Care
Kitchener, ON
- Part-time
The Change Management Clinical Lead will provide clinical and strategic leadership to support healthcare transformation and the successful adoption of innovative technologies and practices…
Added 25 mins ago
Y
AI Architect
Yochana
Vancouver, BC
- Contract
Lead integration across key marketing platforms such as Workfront, AEM, CRM systems, and Adobe tech/tools.
Added 25 mins ago
BC
Survey Lead – East Harbour Transit Hub Project
Bird Construction
Mississauga, ON
- Full-time
Reporting to the Project Director, the Survey Lead will work directly with the execution team to ensure that work completed by Bird Construction’s Infrastructure-Major Projects group meets…
Added 25 mins ago
PT
Embedded Software Developer
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Ottawa, ON
- Full-time
…low-latency, real-time video and data transport in 1000s of unique…
Added 40 mins ago
Machine Learning Engineer
Scotiabank
Toronto, ON
Oversee integration and movement of data across multiple source systems and cloud-based environments.
Added 40 mins ago
Software Engineer
Scotiabank
Toronto, ON
Oversee integration and movement of data across multiple source systems and cloud-based environments.
Added 55 mins ago
TH
Senior Advisor | Temporary Full time | CVH | Financial Planning
Trillium Health Partners
Toronto, ON
- Full-time
This position facilitates, coordinates, and leads the integration and interpretation of financial and strategic project information to enable effective, efficient program financial and…
Added 55 mins ago
TH
Project Manager I (Full-Time) - CVH PRCC Admin
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Mississauga, ON
- Full-time
…patient experience across these portfolios, while supporting integration and efficiencies with primary care providers, screening programs, diagnostic services and regional partners. The…
Added 55 mins ago
M
RQ11316 - Systems Testing/QA Specialist - Senior
Maarut
Toronto, ON
- Contract
including the execution of systems integration tests, specialized tests,
Added 55 mins ago
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RPA Platform Engineer
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ON · Ontario, Canada
- Full-time
Production Support & Escalation: Build and lead the production support function, setting up a tiered support matrix and managing critical escalations for live automation environments.
Added 55 mins ago
M
Staff Engineer - Backend & Architecture
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Toronto, ON
- Full-time
Design scalable, resilient, and maintainable distributed systems and backend services
Added 1 hour ago
S
Director, Solutions Engineering
Solink
Remote, Canada
- $279,504 to $349,380 CAD / year
- Full-time
- Remote
Our cloud-based platform integrates seamlessly with your existing cameras and systems, turning them into intelligent sensors that detect and interpret key moments. This empowers teams to…
Added 1 hour ago
FW
Senior Business Architect
Future Works
Remote, Canada
- Contract
- Remote
Future Works is a US-focused, AI-native professional services firm building operational AI and data systems. Our foundation beliefs are simple: optimization lowers need for resources, which…
Added 1 hour ago
FW
Solution Architect
Future Works
Remote, Canada
- Full-time
- Remote
Data Platform Collaboration: Work alongside the Data Engineering Lead to shape the canonical schema, integration patterns, and transformation rules required to unify historical freight,…
Added 1 hour ago
DD
Flight Controls Engineer
Dominion Dynamics
Canada
- Full-time
Lead the mechanical sizing, installation, monitoring & maintenance integration onto the airplane

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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