Service delivery manager owning end-to-end delivery governance and operational performance. This role is hired on two engagement lines with a shared core purpose but different scope emphasis — see below. Choose the track that matches the requisition.
Onshore
Track (Vancouver )
Onshore service delivery manager owning end-to-end delivery governance, SLA/XLA and client management, with commercial/financial accountability and escalation ownership. Key Responsibilities
End-to-end service delivery governance
SLA / KPI management
Client & stakeholder management
Commercial & financial governance (P&L;, billing)
Risk & escalation ownership Additional Skills (Good to Have)
ITIL 4 service management
Continual Service Improvement (CSI)
Vendor & contract management
Transformation & transition oversight
Executive reporting Certifications – Preferred: ITIL 4 Managing Professional