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Added 8 mins ago
SB
Manager, Risk Management (Credit Risk)
Shinhan Bank Canada
Toronto, ON
- Full-time
…Management department, Manager – Credit Risk will report to Director, Credit Risk with regards to Shinhan Bank Canada’s Credit Risk Management function and other ancillary credit risk…
Added 8 mins ago
SM
Associate/Senior Associate/Director
Soriano Mizrahi de Gray Inc.
Toronto, ON
- Full-time
…is an exceptional opportunity to join a fast-growing, high-performance environment at the outset and play a direct role in building a boutique…
Added 8 mins ago
CN
Director of Facilities & Maintenance
Canadian Niagara Hotels
Niagara Falls, ON
- Full-time
…serving as a trusted advisor to ownership on the long-term performance and value of our…
Added 8 mins ago
SG
Project Management Director
Socomec Group
Brampton, ON
- Full-time
Socomec Group (Socomec) is a global leader in electrical equipment engineering and manufacturing, specialized in low voltage energy performance.
Added 8 mins ago
C
Biorepository Technician I
CooperCompanies
Mississauga, ON
- Full-time
…Essential activities include daily monitoring of equipment performance, executing calibrations and preventative maintenance, and performing inventory and transfer activities. This role also…
Added 8 mins ago
CO
Senior Manager, Software Engineering
Capital One
Toronto, ON
- Full-time
At least 4 years of experience providing direct people leadership including talent development, performance management, team building and succession planning
Added 8 mins ago
UO
Lead, Enterprise Risk Management & Quality Assurance
University of Alberta
Edmonton, AB
- Full-time
The Lead, Enterprise Risk Management and Quality Assurance position reports to the Executive Director, Internal Audit (IA) & Enterprise Risk Management (ERM) to support the mandate of…
Added 8 mins ago
R
Director, New Accounts and Documentation
RBC
Toronto, ON
- Full-time
The Director, New Accounts and Documentation sets strategic direction, ensuring departments meet service and professionalism standards, and aligns priorities with firm-wide initiatives. The…
Added 8 mins ago
SL
Director, Security Architecture
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
Added 23 mins ago
H
Director Progam Planning & Support
HealthCareersInSask.ca
Saskatoon, SK
- Full-time
Department: Director Program Planning and Support
Added 38 mins ago
XI
Director, Network Development & Operations
Xplore Inc.
Cornwall, ON
- Full-time
The Director, Network Development & Operations is the senior leader responsible for turning Xplore’s network architecture into an automated, scalable production network, delivering Core &…
Added 38 mins ago
XI
Director, Network Development & Operations
Xplore Inc.
Markham, ON
- Full-time
The Director, Network Development & Operations is the senior leader responsible for turning Xplore’s network architecture into an automated, scalable production network, delivering Core &…
Added 38 mins ago
XI
Director, Network Development & Operations
Xplore Inc.
Fredericton, NB
- Full-time
The Director, Network Development & Operations is the senior leader responsible for turning Xplore’s network architecture into an automated, scalable production network, delivering Core &…
Added 38 mins ago
XI
Director, Network Development & Operations
Xplore Inc.
Woodstock, NB
- Full-time
The Director, Network Development & Operations is the senior leader responsible for turning Xplore’s network architecture into an automated, scalable production network, delivering Core &…
Added 38 mins ago
BC
Quality and Patient Safety Consultant
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Director, Quality, Patient Safety & Experience, this position collaborates with clinical and corporate leadership to work on initiatives targeting improvements in…
Added 38 mins ago
DM
Agency Account Director
DACS Marketing Group
Mississauga, ON
- Full-time
We are seeking an experienced, hands-on Account Director to lead a major new client account, bringing the strategic thinking, operational discipline and commercial accountability of an…
Added 38 mins ago
XI
Director, Network Development & Operations
Xplore Inc.
Calgary, AB
- Full-time
The Director, Network Development & Operations is the senior leader responsible for turning Xplore’s network architecture into an automated, scalable production network, delivering Core &…
Added 38 mins ago
RS
QHSE Administrator (Contract position up to 18 months)
Rockwood Service Corporation
Red Deer, AB
- Full-time
Reporting to the QHSE Director and HSE Manager, this full-time, temporary contract position will provide maternity leave coverage for up to 18 months. The role will be based out of our Red…
Added 38 mins ago
BP
Director, Finance
BC Pavilion Corporation (PavCo)
Vancouver, BC
- $125,000 to $140,000 CAD / year
- Full-time
Reporting to the Chief Financial Officer, the Director, Finance of BC Place is an experienced business and people leader responsible for providing financial oversight, direction, and…
Added 38 mins ago
MM
Senior Financial Analyst
Morgan McKinley
Toronto, ON
- $95,000 to $110,000 CAD / year
- Full-time
Reporting to the Director, Financial Analysis and Business Insights, the successful candidate will play an important role in analysing the firm's financial performance, developing financial…
Added 38 mins ago
HR Field Coordinator
Western Energy Services Corp.
Leduc, AB
Reporting directly to the Director, HR – Field Resources, the HR Field Coordinator will be responsible for assisting in the day-to-day operations of the Personnel Department within Drilling…
Added 38 mins ago
Project Manager
Systemair
Moncton, NB
Under the supervision of the Product Marketing Director, and the task direction of the Regional Project Management Lead, you will play a critical role in overseeing the planning, execution,…
Added 38 mins ago
E
Associate Director of Care (Full Time) - West Oak Village
Extendicare
Saint-Lazare, QC · West Oak Village
- Full-time
To collaborate with the Executive Director to select, orient and monitor the performance of departmental and program managers;
Added 1 hour ago
VC
Program Delivery Director (Integrated Marketing Campaign)
VTRAC Consulting Corporation (WBE)
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Position: Program Delivery Director (Integrated Marketing Campaign)
Added 1 hour ago
WH
Senior Director, Human Resources (Unionized)
Waterstone Human Capital
Mississauga, ON
- Full-time
…and serving as a member of the HR Leadership Team, the Senior Director, Human Resources will be the senior HR partner to national Operations leadership - bridging the gap between field and…

Terra Dygital

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: Dec 2, 2026
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, oversee service quality and incident response, and take ownership of complex customer escalations. Maintain client relationships, drive root cause and service improvement initiatives, and ensure escalations meet SLAs and company 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, complex incident leadership, SLA and vendor management experience, coaching ability, and several advanced Microsoft certifications.

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
PowerShell
Root Cause Analysis

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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