Service Delivery Manager

The Regional IT Service Delivery Manager (R ITSDM) is responsible for ensuring stable, reliable, and customer-centric IT services across North America. They will act as a Senior, business-facing service delivery leader for the region and own the overall service outcome and customer experience. This role bridges global IT strategy with local business execution, ensuring consistent, efficient service delivery aligned to regional business priorities.

The role plays a critical part in maintaining operational continuity, enhancing user experience, and enabling successful delivery and adoption of change initiatives. Due to the nature of the role and collaboration across the larger team, candidates must be located in Canadian Mountain Time Zone.

Key Responsibilities

Service Delivery & Operations

• Own and oversee end-to-end IT service delivery across all regional sites.
• Ensure high availability, performance, and reliability of IT services.
• Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution.
• Leads complex escalations and the business-facing response to major incidents.
• Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs.

Stakeholder Management & Engagement

• Act as the primary interface between global service owners, local IT teams, and regional business leadership.
• Build strong partnerships with business leaders, site managers, and country IT teams.
• Facilitate regular service reviews, performance reporting, and feedback sessions.
• Translate business feedback and operational pain points into actionable service improvement initiatives.
• Communicate risks, impacts, and service updates proactively across stakeholders.

Service Governance & Continuous Improvement

• Ensure adherence to ITIL-aligned processes and global IT standards.
• Drive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs).
• Monitor service performance using dashboards and reporting frameworks.
• Lead monthly operational and service review meetings.

Incident, Problem & Change Management

• Reduce major incidents and improve SLA Performance achievement.
• Drive proactive problem management to eliminate recurring issues.
• Ensure high change success rates and minimize emergency changes.
• Support smooth coordination of maintenance activities and releases.

Service Transition & Project Support

• Ensure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU).
• Partner with project teams to ensure operational readiness and service acceptance criteria are met.

Vendor & Supplier Management

• Manage regional vendor relationships and performance.
• Ensure vendors meet contractual SLA obligations.
• Lead structured vendor governance, performance reviews, and escalations.

Capacity Planning & Compliance

• Support capacity and demand planning to meet regional business needs.
• Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements.

Risk & Compliance Management:

• Ensure adherence to IT governance, compliance, and security policies.
• Manage service-related risks and escalate where appropriate.
• Drive initiatives to improve audit readiness and regulatory compliance.

Skills, Knowledge & Expertise

Experience and Education

• Proven experience (typically 10+ years) in IT Service Delivery roles
• Demonstrable experience managing regional or multi-site IT environments.
• Experience working within global / matrixed organisations.
• Strong background in ITIL-based service management frameworks.
• Experience in vendor and supplier management.
• Track record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-scale transformation or service transition programmes.
• Exposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models.
• Strong understanding of ITIL processes (Incident, Problem, Change, Service Level).
• Knowledge of core IT services (EUC, Networks, Cloud, Applications).
• Understanding of service metrics (SLA, XLA, KPIs) and reporting.
• Awareness of governance, risk, and compliance requirements.
• Awareness of AI and automation and their use in improving service delivery and user experience.
• Strong attention to detail with the ability to produce high-quality, professional deliverables, with clear and effective written and verbal communication skills

Essential Requirements

Ability to operate effectively in a regional and global environment.

Willingness to participate in on-call escalation for major incidents.

Ability to travel regionally as required.

Strong customer focus with a commitment to continuous improvement.

Experience driving service governance and performance frameworks.