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Added 28 mins ago
CO
Human Resources Generalist
City of Saint John
Saint John, NB
- Full-time
…development, administration, onboarding, offboarding, Human Resources operations, policy application, employee experience and…
Added 29 mins ago
WI
Manager, Ethics and Integrity Program
WSP in Canada
Winnipeg, MB
- Full-time
Drive continuous improvement and support program priorities, identifying and executing tactical projects that strengthen program operations and performance while adjusting their direction…
Added 29 mins ago
WI
Manager, Ethics and Integrity Program
WSP in Canada
Moncton, NB
- Full-time
Drive continuous improvement and support program priorities, identifying and executing tactical projects that strengthen program operations and performance while adjusting their direction…
Added 29 mins ago
WI
Manager, Ethics and Integrity Program
WSP in Canada
Halifax, NS
- Full-time
Drive continuous improvement and support program priorities, identifying and executing tactical projects that strengthen program operations and performance while adjusting their direction…
Added 29 mins ago
TB
Retail Manager - Lively
The Beer Store
ON · Noelville, ON
- Full-time
We are currently searching for a Retail Store Manager, reporting to the District Manager. This vacancy is a full-time, permanent opportunity. The Store Manager plays a critical part in…
Added 29 mins ago
R|
Project Manager
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
The Centre for Precision Psychiatry – Quebec (CPPQ) is seeking a project manager for our large-scale longitudinal mental health research project across three clinical research sites,…
Added 29 mins ago
WI
Manager, Ethics and Integrity Program
WSP in Canada
Quebec, QC
- Full-time
Drive continuous improvement and support program priorities, identifying and executing tactical projects that strengthen program operations and performance while adjusting their direction…
Added 29 mins ago
PC
Manager, Integrated Supply Chain - M&M Food Market
Parkland Corporation
Mississauga, ON
- Full-time
The Manager, Integrated Supply Chain is responsible for managing the day-to-day execution of supply chain activities across demand planning, inventory management, procurement, supplier…
Added 29 mins ago
WI
Manager, Ethics and Integrity Program
WSP in Canada
Toronto, ON
- Full-time
Drive continuous improvement and support program priorities, identifying and executing tactical projects that strengthen program operations and performance while adjusting their direction…
Added 29 mins ago
WI
Manager, Ethics and Integrity Program
WSP in Canada
Montreal, QC
- Full-time
Drive continuous improvement and support program priorities, identifying and executing tactical projects that strengthen program operations and performance while adjusting their direction…
Added 29 mins ago
WI
Manager, Ethics and Integrity Program
WSP in Canada
Vancouver, BC
- Full-time
Drive continuous improvement and support program priorities, identifying and executing tactical projects that strengthen program operations and performance while adjusting their direction…
Added 29 mins ago
WI
Manager, Ethics and Integrity Program
WSP in Canada
Calgary, AB
- Full-time
Drive continuous improvement and support program priorities, identifying and executing tactical projects that strengthen program operations and performance while adjusting their direction…
Added 59 mins ago
A
Ingénieur Industriel
Actalent
Laval, QC
- $45 to $60 CAD / hour
- Contract
Analyser et diagnostiquer les flux de production et les processus, et proposer des initiatives d'amélioration liées aux opérations de fabrication.
Added 59 mins ago
AC
Chef De Projet | Project Manager
Aston Carter
Laval, QC
- $38 to $50 CAD / hour
- Contract
…initiatives de logistique et de flux de matériel dans lensemble des opérations de fabrication. Lobjectif principal consiste à optimiser et encadrer le mouvement des matériaux, depuis la…
Added 59 mins ago
H
Specialist – Project Planning & Integration
Hays
Sudbury, ON
- $110,000 to $125,000 CAD / year
- Full-time
This is a permanent position reporting to the Sr. Manager, Project Controls - Canada . The role is responsible for planning and scheduling across multiple studies and projects, ensuring the…
Added 59 mins ago
A
Power System Engineer
ABB
Montreal, QC · Saint-Laurent, QC
- Full-time
This role reports to: Project Operations Manager
Added 59 mins ago
BT
Senior Manager Level 3
Baker Tilly Canada
Owen Sound, ON
- Full-time
We are looking for a Senior Manager Level 3 to join our team - a role where your expertise will drive meaningful outcomes and your ambition will help shape what comes next. Here, you’ll…
Added 59 mins ago
TU
Trades 2 - Bricklayer
The University of British Columbia
Vancouver, BC
- $7,186 to $7,666 CAD / month
- Full-time
Building Operations Bricklayers perform skilled bricklaying work pertaining to construction, maintenance and repairs of buildings; following recognized bricklaying techniques. Is…
Added 1 hour ago
O
Sr. Manager Corporate Development
OpenText
Toronto, ON
- Full-time
…companies in the world, tackle complex issues, and contribute to projects that shape the future of digital…
Added 1 hour ago
O
Senior Cloud Service Manager- Financial Services
OpenText
Richmond Hill, ON
- Full-time
As a Senior Client Success Manager, you will serve as the primary point of contact for a portfolio of high-value Managed Services customers, owning the overall client delivery experience…
Added 1 hour ago
IS
Project Manager
Idealogical Systems Inc
Markham, ON
- Full-time
We are looking for an experienced Project Manager to lead client-facing XR development projects and strengthen our delivery practices as we grow.
Added 1 hour ago
AS
Vmware Consultant
Alquemy Search & Consulting
AB · Edmonton, AB
- Contract
…test plans, test results, implementation plans, transition to operations, processes/procedures) and other documents as…
Added 1 hour ago
BA
Manager, Payment Operations
Borderless AI
Toronto, ON
- Full-time
Borderless AI is looking for a highly organized, detail-oriented Manager, Payment Operations, to help lead our day-to-day payment operations as we scale. You'll manage cross-functional…
Added 1 hour ago
E
Manager, Facilities and Safety
Eva's
Toronto, ON
- $74,548.2 to $86,261.76 CAD / year
- Full-time
The Manager, Facilities and Safety will be responsible for leading a team of facility professionals to ensure the efficient and effective operation, maintenance, and safety of our…
Added 1 hour ago
IF
Vehicles Sales Manager
Impact Fulfillment Services
Dartmouth, NS
- Full-time
The Vehicles Sales Manager CN implements: marketing, sales and customer satisfaction initiative to increase retails sales productivity. Through development of a strong retail network, the…

Terra Dygital

Service Delivery Manager

Toronto, ON, Canada

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

Apply About employer

Applications open in a new tab.

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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