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Added 12 mins ago
J
Brand Advocacy Program Specialist
Jobgether
Canada
- Full-time
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Brand Advocacy Program Specialist based in Canada.
Added 27 mins ago
A
AML Manager
Altis
Toronto, ON
- $100,000 to $110,000 CAD / year
- Contract
Are you an experienced Anti-Money Laundering (AML) professional who enjoys strengthening governance, managing risk, and driving meaningful change? An established financial services…
Added 27 mins ago
O
Senior Engineering Manager - Stratus Imaging Archive
Optum
Richmond, BC
- Full-time
Partner closely with Architecture, Infrastructure, Quality Engineering, Security, Operations, and development partners (e.g. Google) to deliver enterprise-grade solutions
Added 27 mins ago
S
Lead Product Designer
Scrambly
Canada
- Full-time
You will act as a strategic partner to Product and Engineering leadership, translating business goals, product metrics, and user needs into clear, user-centered design solutions. You will…
Added 27 mins ago
PA
SMS & IOSA Lead
PAL Airlines
St. John's, NL
- Full-time
…compliance activities, IOSA certification requirements, and airline partner…
Added 42 mins ago
F
Business Immigration Lawyer
Fragomen
Toronto, ON
- Full-time
Partner with colleagues to resolve client issues, share information, and support client projects.
Added 42 mins ago
GD
Research Scientist, Memory, Reasoning and Continual Learning, DeepMind
Google DeepMind
Toronto, ON
- Full-time
…large-scale tests and deploy promising ideas quickly and broadly, managing deadlines and deliverables while applying the latest theories to develop new and improved products, processes, or…
Added 1 hour ago
D
Registered Social Worker (MSW with Clinical Designation)
DiveThru
AB · Edmonton, AB
- Contract
…services include therapy and psychological assessments. We also partner with organizations to make mental health support more accessible for their…
Added 1 hour ago
D
Registered Provisional Psychologist
DiveThru
AB · Edmonton, AB
- Contract
…services include therapy and psychological assessments. We also partner with organizations to make mental health support more accessible for their…
Added 1 hour ago
D
Registered Psychologist
DiveThru
AB · Edmonton, AB
- Contract
…services include therapy and psychological assessments. We also partner with organizations to make mental health support more accessible for their…
Added 1 hour ago
S
Associate, Index Management – Equity Rebalance
Solactive
Toronto, ON
- Full-time
Act as a key contact and trusted partner for an international client base in both North America and Europe, including leading investment banks, asset managers, hedge funds, and trading…
Added 1 hour ago
O
Solution Consultant Director, Partner channel
Omilia
Remote, Canada
- Remote
Represent Omilia at senior customer forums, industry events, and partner engagements, reinforcing the company's technical reputation and market credibility.
Added 1 hour ago
Research Scientist, Memory, Reasoning and Continual Learning, DeepMind
Google
Toronto, ON
…large-scale tests and deploy promising ideas quickly and broadly, managing deadlines and deliverables while applying the latest theories to develop new and improved products, processes, or…
Added 1 hour ago
SP
Canadian Public Sector Engagement Delivery Leader
Salesforce Partner Canada
Toronto, ON
- Full-time
…programs teams, both non-technical and technical consultants, and managing relationships, deliverables, and outcomes. Our Engagement Delivery Leads are also domain experts who actively…
Added 1 hour ago
SP
Director, Finance Data Strategy & Stewardship
Salesforce Partner Canada
Toronto, ON
- Full-time
Partner with Finance, IT, and product teams to assess new data requirements and convert them into actionable data delivery roadmaps.
Added 1 hour ago
SP
Business Operations Manager
Salesforce Partner Canada
Toronto, ON · Greater Toronto Area, Canada
- Full-time
5+ years in partner Operations, channel, or business operations, including 2+ years managing people.
Added 1 hour ago
SP
Software Engineering SMTS
Salesforce Partner Canada
Toronto, ON
- Full-time
Experience as a software developer, coupled with a proven track record of managing and leading teams of developers.
Added 1 hour ago
SP
Enterprise Account Executive - Canada
Salesforce Partner Canada
Toronto, ON
- Full-time
Experience managing and growing one large, strategic account
Added 2 hours ago
RB
Financing Specialist - Agriculture
Royal Bank of Canada
Guelph, ON · Strathroy-Caradoc, ON · Woodstock, ON
- Full-time
…financial and credit advice, and support portfolio management. You partner with Relationship Managers, Commercial Financial Services, in credit discovery and advice leading to issuance of…
Added 2 hours ago
FA
Finance Business Partner
Flair Airlines
Calgary, AB
- Full-time
Reporting to the Manager, Business Partnering, the Finance Business Partner provides financial insights and strategic support to operational leaders across the organization. The position is…
Added 4 hours ago
RB
Client Advisor
Royal Bank of Canada
Stephenville, NL
- Part-time
…opportunities for advice, solutions, digital enablement and partner…
Added 4 hours ago
RB
Client Advisor Intern
Royal Bank of Canada
Windsor, ON
- Part-time
…opportunities for advice, solutions, digital enablement and partner…
Added 5 hours ago
RP
Manager, Inventory
Rexall Pharmacy Group Ltd.
Mississauga, ON
- $80,000 to $105,000 CAD / year
- Full-time
…works with multiple departments as a valued finance business partner to assist in identifying and mitigating risks, as well as developing strategies for process improvements and…
Added 5 hours ago
NA
Client Manager, Personal Insurance
NFP, an Aon company (Canada)
Vaughan, ON
- Full-time
Stay up to date with insurer partner products, offerings, and market intelligence
Added 5 hours ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
Partner with departments to understand operational needs and translate them into technology-enabled solutions

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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