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Position: Service Delivery Manager / Team Leader.

Client: Federal Government.

Location: Ottawa - On-Site.

Duration: Multi Year.

Security Clearance: Enhanced Reliability with federal government.

Language: English (French is nice to have).

Background

Kyndryl Canada is supporting our Federal Government client with their Service Desk and data center operations. We are currently seeking an adept and forward‑thinking Service Delivery Manager to oversee the multifaceted operations and performance of our clients' service desks. The incumbent will play a critical role in ensuring seamless service delivery, maintaining quality standards, driving continuous improvement initiatives, and fostering robust client relationships.

Qualifications

- Active clearance with the federal government.
- 5–7 years of experience as a Service Delivery Manager or Team Leader of a Service Desk.
- Extensive experience in crafting management action plans and defining technical workload specifications to exacting standards.
- A proven track record of ensuring the fulfillment of service level agreements and delivering impeccable IT technical support services for Commercial Off‑The‑Shelf (COTS) products.
- Comprehensive experience in administering corrective actions within a call center environment and identifying opportunities for process enhancement.

Responsibilities

- Serve as the primary liaison with client management to address daily issues, concerns, or requests related to service desk provisions.
- Manage the service delivery performance for delivered services.




- Uphold a commitment to delivering exemplary support services while rigorously adhering to service level agreements.
- Manage all reporting activities essential to supporting contractual obligations, including meticulous monitoring of performance metrics.
- Lead implementation of service changes and coordinate seamless delivery of projects tailored to client needs.
- Participate in client meetings to provide insights into service delivery performance and collaboratively explore avenues for enhancement.
- Develop precise technical workload specifications and craft management action plans to optimize service desk operations.
- Provide corrective actions within a call center environment and proactively propose process improvements to enhance operational efficiency.
- Coordinate with internal teams for successful execution of projects and initiatives, fostering collaboration and cross‑functional communication.
- Conduct regular reviews of service delivery processes and procedures, identifying areas for improvement and implementing creative solutions.
- Lead and mentor a team of service desk professionals, providing guidance, support, and professional development opportunities.
- Stay abreast of industry best practices, emerging technologies, and trends in service delivery management to drive continuous improvement and maintain competitive edge.

#IndKyn – This is a contract position with one of Kyndryl's clients and not full time employment as a member of Kyndryl Canada.

Seniority Level

Mid‑Senior level

Employment Type

Contract

Job Function

Information Technology

Industries

IT Services and IT Consulting

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📌 Service Delivery Manager (Ottawa)
🏢 Kyndryl
📍 Ottawa