We are looking for an experienced Service Delivery Manager SDM to lead end-to-end service delivery client engagement resource management and operational excellence across multiple projects and accounts The ideal candidate should possess strong stakeholder management skills a proven track record in service delivery and experience managing global teams within an IT services environment Key Responsibilities Service Delivery Management Manage end-to-end service delivery for assigned accounts and projects Ensure adherence to SLAs KPIs and contractual commitments Drive operational excellence and continuous service improvement initiatives Monitor project health risks dependencies and escalations Ensure timely and high quality delivery of services Client Stakeholder Management Act as the primary point of contact for client delivery related matters Build and maintain strong relationships with client stakeholders Conduct regular governance meetings and service reviews Address and resolve customer concerns and escalations proactively Ensure high customer satisfaction and account growth Resource Team Management Manage resource planning allocation and utilization Lead cross functional and geographically distributed teams Support recruitment onboarding and workforce planning activities Mentor team members and drive performance management initiatives Foster a culture of collaboration and accountability Financial Management Track project revenue margins and profitability Manage budgeting forecasting and cost optimization Ensure accurate invoicing and revenue recognition Support business growth through demand planning and resource forecasting Risk Compliance Management Identify delivery risks and implement mitigation plans Ensure compliance with organizational and client policies Support audits security requirements and governance processes Monitor adherence to quality standards and best practices Required Skills 8 years of experience in IT Services Consulting or Managed Services 3 years of experience in Service Delivery Management Solid understanding of ITIL processes and service management frameworks Experience managing multiple projects and client engagements Proven ability to handle stakeholders at various levels Strong project management and risk management skills Excellent communication negotiation and leadership abilities Experience with resource management and workforce planning Preferred Skills Experience in Insurance Banking Healthcare or Financial Services domains Knowledge of Agile Scrum and Waterfall methodologies Experience with Managed Services engagements Familiarity with Service

Now Jira MS Project or similar tools ITIL Foundation Intermediate Certification PMP Prince2 or Scrum certifications are an advantage Educational Qualification Bachelors Degree in Engineering Technology Computer Science or related field MBA or equivalent qualification is preferred Key Competencies Strategic Thinking Customer Focus Team Leadership Problem Solving Conflict Resolution Decision Making Stakeholder Management Financial Acumen Operational Excellence

📌 Service Delivery Manager (Toronto)
🏢 J M Group
📍 Toronto