ITSM Service Delivery Manager - Incident and Problem Management, SLA, Change Management

- Service Delivery Management: Oversee the end-to-end delivery of IT services, ensuring alignment with business objectives and service level agreements (SLAs).
- Act as the primary point of contact for stakeholders regarding IT service delivery and operational performance.
- Monitor and report on service delivery metrics, ensuring adherence to agreed-upon standards and timelines.
- Incident and Problem Management: Lead the resolution of critical incidents, ensuring minimal disruption to business operations.
- Conduct root cause analysis for recurring issues and implement preventive measures to avoid future occurrences.
- Collaborate with technical teams to ensure timely resolution of incidents and problems.
- Change and Release Management: Manage IT changes and releases, ensuring minimal impact on business operations.
- Coordinate with cross-functional teams to plan, test, and implement changes effectively.
- Ensure compliance with change management processes and policies.
- Team Leadership and Collaboration: Lead and mentor a team of IT operations professionals, fostering a culture of accountability and continuous improvement.
- Collaborate with cross-functional teams, including infrastructure, application development, and business units, to ensure seamless service delivery.




- Drive team performance by setting clear goals, providing regular feedback, and supporting professional development.
- Vendor and Stakeholder Management: Manage relationships with third-party vendors and service providers to ensure high-quality service delivery.
- Negotiate contracts and service agreements to achieve cost-effective solutions.
- Act as a liaison between business stakeholders and IT teams to ensure alignment and effective communication.
- Continuous Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery.
- Drive automation and innovation initiatives to improve operational efficiency and reduce costs.
- Stay updated on industry trends and emerging technologies to ensure the organization remains competitive.
- Risk and Compliance Management: Ensure IT operations comply with regulatory requirements, security standards, and organizational policies.
- Identify and mitigate risks associated with IT service delivery and operations.
- Develop and maintain disaster recovery and business continuity plans.

Experiences: 8-10 years

Seniority level

- Mid-Senior level

Employment type

- Full time

Job function

- Information Technology
- IT Services and IT Consulting

Toronto, Ontario, Canada CA$110,000.00-CA$130,000.00 3 weeks ago

📌 ITSM Service Delivery Manager - Incident and Problem Management, SLA, Change Management (Toronto)
🏢 Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
📍 Toronto