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Added 4 mins ago
PA
Sales Manager
PAL Airlines
Montreal, QC
- $65,000 to $70,000 CAD / year
- Full-time
Identify and assist in the development of product improvements for PAL Airlines scheduled service and cargo operations;
Added 4 mins ago
1
Assistant Office Manager - 12853
123Dentist
Toronto, ON · North York, ON
- $25 to $27 CAD / hour
- Temporary
The ideal Assistant Office Manager for our team will be highly motivated to lead and support our front desk team, promote a positive and collaborative workplace, and ensure the smooth…
Added 4 mins ago
1
Assistant Office Manager - Apple Tree Dental for Kids Newmarket
123Dentist
Newmarket, ON
- $25 to $27 CAD / hour
- Temporary
The ideal Assistant Office Manager for our team will be highly motivated to lead and support our front desk team, promote a positive and collaborative workplace, and ensure the smooth…
Added 4 mins ago
1
Office Manager - Vancouver City Centre Dental
123Dentist
Vancouver, BC
- $35 to $38 CAD / hour
- Full-time
The team at Vancouver City Centre Dental located in Vancouver, BC are looking for a passionate, hard-working Office Manager on a full-time basis.
Added 5 mins ago
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Clinical Manager, Birthing Services| Permanent Full Time
Trillium Health Partners
ON · ON, Canada
- Full-time
Reporting to the Director, Women’s and Children’s Health Program, the Patient Care Manager provides strategic and operational leadership for Birthing Services. The Manager is accountable…
Added 19 mins ago
H&
Service Manager
Harvey & Company Ltd - Corner Brook
Corner Brook, NL
- Full-time
Harvey and Company is looking for a dynamic Service Manager for our Corner Brook location. If your career goals include making a valuable contribution as a Service Department Manager in an…
Added 34 mins ago
AH
Operating Room Business Lead
Alberta Health Services
Red Deer, AB
- Full-time
Reporting to the Director of Surgery/Zone Programmatic Lead Surgery/MDRD, the Clinical Support Business Manager is responsible for providing leadership, analysis and direction in the…
Added 34 mins ago
ME
Human Resources Manager
McDougall Energy Inc.
Goderich, ON
- Full-time
McDougall Energy is looking for an experienced and energetic team member to fill the position of Human Resources Manager in our Goderich location reporting to the Director, Human Resources.…
Added 34 mins ago
ME
Customer Service Representative
McDougall Energy Inc.
Thunder Bay, ON
- Part-time
Reporting to the Site Manager, this position is responsible for:
Added 34 mins ago
ME
Customer Service Representative
McDougall Energy Inc.
Thunder Bay, ON
- Part-time
Reporting to the Site Manager, this position is responsible for:
Added 34 mins ago
ME
Service Technician
McDougall Energy Inc.
Goderich, ON
- Full-time
Reporting To The Operations Manager, Responsibilities Include
Added 34 mins ago
ME
Customer Service Representative Lead Hand
McDougall Energy Inc.
Thunder Bay, ON
- Part-time
Support and assist the Manager will all aspects of retail operations.
Added 34 mins ago
ME
Professional Delivery Driver
McDougall Energy Inc.
St. Thomas, ON
- Temporary
Reporting To The Operations Manager, Responsibilities Include
Added 34 mins ago
AM
Pre-Planning Director
Arbor Memorial Inc.
AB · Edmonton, AB
- Full-time
…and their families. We also provide a robust pension plan to support your long-term financial planning and…
Added 34 mins ago
ME
Service Coordinator
McDougall Energy Inc.
Sudbury, ON · Lively, ON
- Full-time
…Service Coordinator at our Sudbury Branch. Reporting to the Operations Manager, the Service Coordinator is an integral member of the Service team and is responsible for scheduling and…
Added 34 mins ago
BT
General Manager
Bosch Truck Group / Bosch Idealease
Airdrie, AB
- Full-time
We are seeking an experienced and results-driven General Manager to lead all aspects of our Airdrie truck dealership operations. The General Manager is responsible for the overall…
Added 34 mins ago
ME
Dispatcher
McDougall Energy Inc.
Chatham-Kent, ON · Chatham, ON
- Full-time
McDougall Energy is looking for a Dispatcher to join our Chatham team. Reporting to the Operations Manager, this position is responsible for:
Added 34 mins ago
ME
Dispatcher
McDougall Energy Inc.
Timmins, ON
- Full-time
…Dispatcher to join our team in Timmins, Ontario. Reporting to the Operations Manager, this is an integral member of the Operations team responsible for coordinating daily dispatch…
Added 34 mins ago
ME
Office Administration
McDougall Energy Inc.
Timmins, ON
- Contract
…for a period of approximately 6 to 8 months. Reporting to the Operations Manager, this position will be responsible for supporting the day-to-day administrative needs of the operation,…
Added 34 mins ago
ME
Professional Delivery Driver
McDougall Energy Inc.
Sudbury, ON · Lively, ON
- Full-time
Reporting To The Operations Manager Responsibilities Include
Added 34 mins ago
ME
Customer Service Representative
McDougall Energy Inc.
Strathroy, ON
- Part-time
Reporting to the Site Manager, this position is responsible for:
Added 34 mins ago
ME
Professional Delivery Driver
McDougall Energy Inc.
St. Thomas, ON
- Full-time
Reporting To The Operations Manager, Responsibilities Include
Added 34 mins ago
ME
Professional Delivery Driver
McDougall Energy Inc.
St. Marys, ON
- Full-time
Reporting To The Operations Manager, Responsibilities Include
Added 34 mins ago
ME
Service Technician
McDougall Energy Inc.
Timmins, ON
- Full-time
…Technician to join our team in Timmins, ON. Reporting to the Operations Manager is an integral member of the Operations team responsible for providing exceptional service with an unwavering…
Added 34 mins ago
ME
Operations Supervisor
McDougall Energy Inc.
Timmins, ON
- Full-time
Reporting to the Operations Manager, this position is responsible for:

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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