Service Delivery Manager

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.

Position: Service Delivery Manager

Location: Toronto, ON

Duration: 5 Months

Job Type: Temporary Assignment

Work Type: Onsite

Language: English

Job Description:

• We are seeking a Service Delivery Manager to join our client, a leading IT managed services and technology solutions provider.
• The Service Delivery Manager will be responsible for ensuring the successful delivery of IT services, maintaining strong client relationships, and driving operational excellence across multiple service lines.

Key Responsibilities:

• Act as the primary point of contact between the client and internal delivery teams.

• Oversee day-to-day IT service delivery operations to ensure performance targets and SLAs are met.

• Manage service improvement initiatives and ensure continuous optimization of service delivery.

• Coordinate with technical teams to resolve escalations and ensure timely issue resolution.

• Prepare and present regular reports on service performance, customer satisfaction, and operational metrics.

• Identify opportunities to enhance efficiency, service quality, and customer experience.

• Lead governance meetings with internal and client stakeholders to review service outcomes and priorities.

Qualifications:

• 7+ years of experience in IT service delivery, service management, or related roles.

• Proven experience managing enterprise-level clients or IT infrastructure services.

• Strong understanding of ITIL processes and service management frameworks.

• Excellent communication, leadership, and client relationship management skills.

• Ability to manage multiple priorities in a fast-paced environment.

• ITIL certification (preferred).

TekWissen Group is an equal opportunity employer supporting workforce diversity.