IT Service Delivery Manager

Responsibilities

• Assist in ongoing day-to-day service delivery and customer relationship management
• Coordinate and manage customer reporting in accordance with contracted SLAs
• Maintain and update the Configuration Management Database (CMDB) with all relevant changes
• Oversee the Incident Management process and coordinate staff activities for incident resolution
• Provide customer-level escalations and clear communication during service disruptions
• Partner with project managers to ensure seamless knowledge transfer from projects to operations
• Provide management oversight for small project work packages

Requirements

• 5+ years of experience in an IT, Telecommunications, or Networking environment
• Proven experience working within Managed Services infrastructure, preferably in mission-critical 24/7 environments
• Strong knowledge of ITIL frameworks
• Experience with CMDB and Incident Management processes
• Ability to interface effectively with both technical and operational teams
• Current driver's license

About the Company

SystemCanada is a global technology provider with offices in Canada, the USA, Australia, the UK, South Africa, New Zealand, Ireland, and Japan. We focus on strengthening our skills base through continuous learning and formal training, ensuring our team brings diverse and cutting-edge expertise to every client engagement.