Service Delivery Manager

Job summary

Serve as the primary contact between the client and internal delivery teams, overseeing daily IT service operations and ensuring performance targets and SLAs are met. Lead service improvements, escalations, reporting, and governance meetings while identifying ways to improve efficiency, service quality, and customer experience.

Job details

Overview: TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Position: Service Delivery Manager Location: Toronto, ON Duration: 5 Months Job Type: Temporary Assignment Work Type: Onsite Language: English Pay Rate: $ 55.42-55.42/ Hourly Job Description: We are seeking a Service Delivery Manager to join our client, a leading IT managed services and technology solutions provider. The Service Delivery Manager will be responsible for ensuring the successful delivery of IT services, maintaining strong client relationships, and driving operational excellence across multiple service lines. Key Responsibilities: Act as the primary point of contact between the client and internal delivery teams. Oversee day-to-day IT service delivery operations to ensure performance targets and SLAs are met. Manage service improvement initiatives and ensure continuous optimization of service delivery. Coordinate with technical teams to resolve escalations and ensure timely issue resolution. Prepare and present regular reports on service performance, customer satisfaction, and operational metrics. Identify opportunities to enhance efficiency, service quality, and customer experience. Lead governance meetings with internal and client stakeholders to review service outcomes and priorities. Qualifications: 7+ years of experience in IT service delivery, service management, or related roles. Proven experience managing enterprise-level clients or IT infrastructure services. Strong understanding of ITIL processes and service management frameworks. Excellent communication, leadership, and client relationship management skills. Ability to manage multiple priorities in a fast-paced environment. ITIL certification (preferred). TekWissen® Group is an equal opportunity employer supporting workforce diversity.

What you’ll do

Serve as the primary contact between the client and internal delivery teams, overseeing daily IT service operations and ensuring performance targets and SLAs are met. Lead service improvements, escalations, reporting, and governance meetings while identifying ways to improve efficiency, service quality, and customer experience.

Requirements

Requires 7 or more years of experience in IT service delivery, service management, or a related role, with experience managing enterprise clients or IT infrastructure services. Candidates should understand ITIL and service management frameworks and demonstrate strong communication, leadership, client relationship, and prioritization skills; ITIL certification is preferred.

Listed skills

• Performance Reporting · Preferred
• Operational Excellence · Preferred
• Leadership · Preferred
• Communication · Preferred
• SLA Management · Preferred
• Prioritization · Preferred
• Client Relationship Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Service Delivery
• Service Management
• Client Relationship Management
• ITIL
• SLA Management
• Service Improvement
• Operational Excellence
• Escalation Management
• Performance Reporting
• Customer Satisfaction
• Governance
• Leadership
• Communication
• Prioritization
• IT Infrastructure Services

Job areas

• Technology
• Management & Leadership
• Customer Service & Support

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