Our Client which is a large EduTech Firm is urgently looking for Jr-Mid Level Service Delivery Manager. Jr-Mid Level Service Delivery Manager.

100 % Remote.

Multi Year Contract.

Salary ( T4 Based ).

Required Skills - Jr-Mid Level Service Delivery Manager, SRE workplace, ITIL Process, Jira, ServiceNow ( CMDB/RITM/CHG) , Incident Platforms - PagerDuty, operational dashboards and metrics such as MTTR, AI. What a Strong Candidate Looks Like Hands on experience working in a Service Delivery, Service Operations, or Site Reliability (SRE) environment supporting production systems

Comfortable participating in an on call rotation and coordinating major incident response

Familiar with operational tooling such as Jira, ServiceNow (CMDB, RITM, CHG), and incident platforms such as PagerDuty

Able to coordinate work across multiple teams while maintaining Jira tracking, reporting, and operational documentation

Experience supporting operational metrics and dashboards such as uptime, incident reporting, and MTTR

Able to facilitate team work intake and lightweight Scrum style ceremonies while functioning as a working member of the team rather than a full time project manager

Interested in improving operational efficiency through automation, APIs, or AI assisted workflow improvement.

Key Responsibilities Coordinate response to high severity production incidents (P1/MP2), ensuring rapid engagement, clear communication, and progress toward resolution

Participate in the Service Delivery on call rotation supporting production systems and major incident response

Host and support Change Advisory Board (CAB) meetings and review production change requests to ensure proper governance and coordination

Lead or coordinate root cause analysis (RCA) activities and track corrective actions to completion

Maintain clear operational communication during incidents including stakeholder updates and service status reporting

Facilitate team work intake and operational ceremonies (standups, backlog coordination, sprint tracking)



in a Scrum tyle workflow while supporting the team as a working member rather than a dedicated project manager

Manage and maintain team work tracking in Jira, ensuring operational tasks, incidents, and projects are accurately documented and prioritized

Produce operational reporting and dashboards including incident summaries, MTTR metrics, and service reliability reporting for leadership and executive stakeholders

Coordinate internal initiatives such as audit activities, CMDB improvements, and operational projects that require collaboration across multiple teams

Maintain and support ServiceNow and PagerDuty operational workflows including CMDB updates, RITM tracking, and change request coordination

Identify opportunities to streamline manual operational processes through automation, workflow improvements, or integrations across operational tools

Explore and implement automation opportunities using APIs or AI assisted tooling to improve operational workflows and transmit operational data such as uptime metrics Preferred Qualifications Experience working directly in a Service Delivery, Service Operations, or Site Reliability (SRE) environment supporting production systems.

Strong understanding of ITIL processes including Incident, Change, and Problem Management.

Experience coordinating major incident response across multiple engineering teams.

Hands on experience with Jira for operational work tracking and Scrum style team coordination.

Experience working with ServiceNow including CMDB, RITM requests, and change management workflows.

Experience using PagerDuty or similar incident management platforms.

Experience building or supporting operational dashboards and metrics such as MTTR or service uptime reporting.

Experience using Smartsheet for project tracking or reporting (including DataMesh capabilities).

Interest in improving operational efficiency through automation, APIs, AI assisted tooling, or workflow optimization.

Strong organizational and coordination skills when working across multiple teams and operational initiatives.

📌 Jr-Mid Level Service Delivery Manager. (Toronto)
🏢 Iris Software
📍 Toronto