Service Delivery Manager

Davies
Canada
Workplace: RemoteFull timeCAD 71,600 - 107,500 annuallyFunction: Program & Project Management (PMO)Experience: 5+ yearsSkills: ["Customer focus","Continuous improvement","Communication","Stakeholder management","Attention to detail"]

Own end-to-end IT service delivery across regional sites, ensuring high availability, performance, and reliability. Serve as the escalation point for major incidents and manage service operations using defined processes, SLAs/OLAs, and service governance. Drive continuous service improvement using dashboards and KPIs, lead operational and service reviews, and coordinate incident, problem, change, transition, vendor governance, capacity planning, and compliance within a global IT environment.

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Davies
Davies
1 month ago

Service Delivery Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own end-to-end IT service delivery across regional sites, ensuring high availability, performance, and reliability. Serve as the escalation point for major incidents and manage service operations using defined processes, SLAs/OLAs, and service governance. Drive continuous service improvement using dashboards and KPIs, lead operational and service reviews, and coordinate incident, problem, change, transition, vendor governance, capacity planning, and compliance within a global IT environment.
Location: Canada
Workplace: Remote
Employment Type: Full time · Permanent
Job Function: Program & Project Management (PMO)
Seniority: Manager level

Key Responsibilities

  • •Own and oversee end-to-end IT service delivery across all regional sites, ensuring high availability, performance, and reliability.
  • •Act as the regional escalation point for major incidents and manage service operations through defined processes and agreed SLAs/OLAs.
  • •Lead service governance and continuous improvement, driving CSI initiatives and monitoring performance via dashboards and reporting frameworks.
  • •Drive incident, problem, and change management to reduce major incidents, improve SLA performance, and support successful change outcomes.
  • •Ensure effective service transition into BAU and partner on operational readiness for new services/projects, acquisitions, and technology deployments.
Travel: Low travel

Pay and Benefits

Salary: CAD 71,600 - 107,500 annually

Key Requirements

  • •5+ years of experience in IT Service Delivery roles, including managing regional or multi-site IT environments.
  • •Strong background in ITIL-based service management frameworks (Incident, Problem, Change, Service Level).
  • •Experience driving service governance and performance frameworks (SLAs/OLAs, KPIs, SLA Performance, CSAT, MTTR).
  • •Proven ability to deliver measurable service improvements and lead continuous service improvement (CSI) initiatives and service improvement plans.
  • •Experience in vendor and supplier management, including performance reviews and ensuring contractual SLA obligations.
Experience:5+ yearsIT service deliveryITILGlobal organizationsMulti-site environmentsRegulated industries
Skills:Customer focusContinuous improvementCommunicationStakeholder managementAttention to detail
Tech Stack:ITILSLAsOLAsDashboardsEUCNetworksCloudApplicationsCSISIPsXLAKPIs

Company Brief

Davies
Davies is a specialist professional services and technology firm delivering claims, underwriting, and risk solutions to insurers, reinsurers, brokers and regulated businesses globally, with major capabilities in claims management, forensics, and digital transformation.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: City of London, United Kingdom
Founded: 1968
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor