Service Delivery Manager

Job Description

<p><h3>About Corporate Networks</h3>
<p>For over 40 years, Corporate Networks has delivered comprehensive IT solutions to K-12, public, SMB, and enterprise sectors from our headquarters in Fort McMurray. We believe in building true partnerships with our clients, grounded in trust, value, and a deep understanding of their business needs. Through our Stratos Managed Services and Surric Cloud platforms, we deliver dependable, purpose-driven technology solutions that support long-term growth and success. Our culture is defined by our core values and our purpose-adding meaningful value to the lives of our clients and our team.</p>
<h3>General Description and Primary Role</h3>
<p>We are seeking a highly driven and results-oriented Service Delivery Manager who thrives in an evolving environment and is passionate about creating operational efficiencies, delivering exceptional client experiences, and leading high-performing teams. This role is responsible for managing the day-to-day activities of the technical service delivery team.</p>
<p>This leadership role is ideal for someone who excels at juggling multiple priorities, streamlining service delivery, and inspiring teams through coaching and mentorship. You\'ll oversee day-to-day service operations and project execution, ensuring excellence in both internal performance and external client satisfaction. You will build systems, driving accountability, and creating a culture of results, ownership, and continuous improvement. This role is responsible for creating and managing efficient service / project delivery structure and processes to maintain, team morale, customer satisfaction and the financial targets required for company growth.</p>
<h3>Responsibilities by Function</h3>
<p><b>Leadership</b></p>
<ul>
<li>Ensuring the entire support team is living our purpose and core values</li>
<li>Provide leadership to the technical group for day-to-day service and project delivery</li>
<li>Improve upon the "Corporate Networks Way" - systems, structures and best practices for highest OML</li>
<li>Actively coach employees, fostering professional growth through structured development plans</li>
<li>Maintain high employee morale and performance</li>
<li>Attract, retain, and grow top talent through recruitment and employee engagement strategies</li>
<li>Deliver on Best-In-Class (BIC) financial targets</li>
</ul>
<h3>Service Delivery and Project Management</h3>
<ul>
<li>Ensure consistent execution of the "Corporate Networks Way"</li>
<li>Act as the champion for client satisfaction and service excellence</li>
<li>Proactively manage support team workload and daily scheduling for optimal efficiency based on urgency and deadlines</li>
<li>Proactively manage project workloads and timelines to ensure deadlines are met</li>
<li>Ensure proactive management of client\'s technology infrastructure</li>
<li>Daily quality assurance, audit of efficiency, and billing approval of work performed</li>
<li>Upkeep and management of documentation and processes</li>
<li>Establish escalation process and communicate service-related issues internally and externally</li>
<li>Provide meaningful reports on service performance, team KPI\'s, and client health to senior management</li>
<li>Monitor and meet targets for service efficiency, profitability, and client satisfaction</li>
<li>Onboarding of new technicians and ensure efficient integration and success</li>
</ul>
<h3>Key Attributes</h3>
<ul>
<li>A people-first leadership style that balances compassion with results</li>
<li>Strong organizational and decision-making skills, with the ability to prioritize effectively</li>
<li>A proactive mindset with a focus on accountability, and continuous improvement</li>
<li>Excellent communication and interpersonal abilities</li>
<li>Comfortable working in an evolving environment where priorities shift</li>
<li>Understanding of basic business finance and the operational levers that drive performance</li>
<li>A passion for client service and creating a seamless support experience</li>
</ul>
<h3>Education and Experience Requirements</h3>
<ul>
<li>A Bachelor\'s Degree in business / IT or related field</li>
<li>5-7 years\' management experience, preferably in an MSP and Service Delivery Environment.</li>
<li>Proven track record of coaching, mentoring, and managing technical teams.</li>
<li>Experience in developing strategic goals and plan</li>
<li>Leadership training certification an asset</li>
<li>Valid Alberta Driver\'s License</li>
</ul>
<h3>Compensation and Benefits</h3>
<ul>
<li>Competitive salary based on experience and qualifications</li>
<li>Comprehensive health, dental, and vision benefits</li>
<li>Performance based incentives</li>
<li>An empowering, values-driven company culture that invests in its people</li>
</ul></p>
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