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LocationThis is a full time role based in Toronto, CA.
About The Job You're ConsideringThe Service Delivery Manager/Director serves as the senior interface between the client and the Service Delivery Operations teams delivering IT infrastructure services. The Service Delivery Manager/Director works closely with the Client Partner and Client Delivery Partner to deliver to the client and grow the account. This role carries director-level accountability for contract performance, financial management, service excellence, client satisfaction, operational governance, and growth within the account. The Service Delivery Manager/Director provides strategic leadership across service delivery, acts as the executive point of contact for delivery issues, and drives alignment across operations, commercial teams, legal, and client stakeholders to ensure contractual commitments are achieved while expanding business value. This role also oversees internal and external reporting, cost optimization, risk and escalation management, and identification of organic growth opportunities at defined contribution margins.
Your RoleKey Performance IndicatorsContractual compliance and service delivery performanceAccount financial performance, including revenue, margin, billing, and cost controlOrganic growth, bookings, and expansion within existing accountsClient satisfaction, executive stakeholder confidence,



and customer referencabilityGeneral LeadershipLead the day-to-day and strategic client relationship to maintain a high level of satisfaction, trust, and long-term account stability.
Serve as the senior escalation point for client issues, delivery challenges, contractual concerns, and service improvement opportunities across towers.
Partner with the Client Partner, Client Delivery Partner, Operations, and regional leadership to define and execute the client relationship strategy, with a focus on service excellence, cost optimization, and business growth.
Collaborate with legal, commercial, and operational stakeholders on contract matters, change requests, risk management, and governance decisions.
Provide leadership across operational teams to track service performance, resolve issues, remove barriers, and ensure timely execution of corrective actions.
Contribute to solutioning, governance stage gates, and client-facing discussions by applying solid commercial, service delivery, and executive communication skills.
Service Delivery LeadershipMonitor SLA performance and continuous service improvement outcomes, identify risks and negative trends, and direct implementation of recovery plans with operational leads.
Oversee service improvement planning and the contract change process to maintain contractual consistency, delivery alignment, and governance discipline.
Anticipate and influence customer demand for services,



ensuring delivery organizations are positioned with the right capabilities and capacity to meet business needs.
Partner with operations to drive cost containment, delivery efficiency, and sustainable service performance across the account.
Service Quality and Continuous ImprovementEnsure service processes, documentation, and governance practices align with ITIL principles, client requirements, and operational standards.
Assess the quality and consistency of deliverables produced by service teams, including reports, reviews, and project outputs, to maintain a high standard of execution.
Provide leadership, feedback, and coaching to improve execution quality, strengthen accountability, and prevent recurring issues.
Act as the leadership escalation point for client complaints, service issues, and delivery concerns, ensuring timely resolution and executive visibility where needed.
Own customer satisfaction outcomes for the services in scope and lead improvement actions to strengthen the client experience.

Key Responsibilities
Financial Management and Commercial OwnershipOwn account growth and deliver against revenue and margin commitments.
Direct financial controls including billing, work in progress, accounts receivable, and forecasting discipline.
Manage the financial cycle across invoicing, cost management, and financial governance.
Develop account financials in collaboration with account leadership and operational leads, including monthly delivery reviews and client reporting submissions.
Forecast revenue and cost performance across assigned project codes and ensure financial visibility for leadership decision-making.
Ensure strong cost control and margin management across the assigned portfolio.
Service Demand and Capacity PlanningLead demand mana

📌 Principal Service Delivery Manager (Toronto)
🏢 Capgemini
📍 Toronto