Working within a managed services (MSP) setting, you will own the day-to-day service relationship across multiple clients and properties. You will be accountable for the full service lifecycle, from tickets and escalations through to SLA performance and reporting, working closely with internal technical teams and external vendors to keep our clients' building technology running reliably. Working within a managed services (MSP) environment, you will own the day-to-day service relationship across multiple clients and properties.

You will be accountable for the full service lifecycle, from tickets and escalations through to SLA performance and reporting, working closely with internal technical teams and external vendors to keep our clients' building technology running reliably. Provide formal supervision to employees. Monitor the training and development of staff.

Conduct performance evaluations and coaching. Coordinate and manage the team's daily activities. Respond to and resolve technical and system issues within a variety of software packages. Document issues, resolutions, or other actions using an incident management system.

Communicate ongoing feedback on team, project, and department impact of projects. Present team and client facing training for system overviews, changes, and new system deliveries. Dispatch and assign technologists across project work, task work, changes, and tickets, matching the right resource to the right work while maintaining clear visibility of individual and team workloads to prevent bottlenecks and ensure balanced coverage.

Respond to incidents beyond regular business hours as required, ensuring critical issues are managed with urgency regardless of timing. Conduct and apply root cause analysis (RCA) following incidents, tailoring the approach to the specific client environment and using findings to prevent recurrence. Act as the escalation point for service issues, coordinating resources and keeping clients informed through to resolution.

Manage and report on SLA performance, producing clear service management reports and driving continual improvement. Serve as the primary client-facing contact for a portfolio of accounts, leading service reviews and building long-term relationships. Oversee technician performance to ensure consistent coverage and service quality across all sites.

Collaborate across cross-functional teams,



including networking, systems administration, and property operations, to deliver seamless service. Bachelor's Degree preferred with 3-5 years of relevant experience.

Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention preferred. Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems. Leadership skills to motivate team impact on quality, efficiency, and effectiveness of the job discipline and department.

In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc. Proven experience in a managed services (MSP) environment, supporting multiple clients simultaneously. ServiceNow, Zendesk, Freshservice), including the design, implementation, and operationalization of these platforms across an organization.

Proven experience establishing and operating a call center function supporting service requests, incident response, and after-hours coverage. Demonstrated ability to manage SLAs and produce data-driven service reporting. Familiarity with outage and incident management, including bridge call coordination and root cause analysis (RCA) processes.

Working knowledge of industry-standard change management practices, including facilitating Change Advisory Board (CAB) meetings and leading the change process end to end.

Experience working in cross-functional environments alongside networking, systems administration, and operations teams. Strong client-facing communication skills, including the ability to translate technical detail for non-technical stakeholders.

Experience coordinating technical teams, dispatch, and vendor relationships. A curiosity for learning new systems and a drive to identify innovative approaches to service-related challenges.



Willingness to respond to incidents and work outside regular business hours on an ad hoc basis as service demands require.

Experience in operational technology, building systems, or commercial real estate. Familiarity with monitoring and alerting tools. When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process. NYSE:CBRE), a Fortune 500 and S&P; 500 company headquartered in Dallas, is the world’s largest commercial real estate services and investment firm (based on 2024 revenue). Advisory (leasing, sales, debt origination, mortgage serving, valuations); Building Operations &

Experience (facilities management, property management, flex space & experience); Project Management (program management, project management, cost consulting); Real Estate Investments (investment management, development). Please visit our website at CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Service Delivery Manager position is $110,000 annually [or $52.89 per hour] and the maximum salary for the Service Delivery Manager position is $120,000 annually [or $57.70 per hour].

Equal Employment Opportunity Statement: CBRE is an equal opportunity employer who welcomes and encourages application from all persons regardless of race, creed, ancestry, national or ethnic origin, colour, age, religion, sex, sexual orientation, family status, gender identity or expression, disability or any other status or condition protected by applicable federal, provincial or territorial law. CBRE provides reasonable accommodations in job application procedures for individual with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at [email protected] or via telephone at Via telephone at +1 (phone hidden) (Canada) and +1 (phone hidden) (U.

📌 Support Service Delivery Manager (Toronto)
🏢 CBRE
📍 Toronto