{"id":3471077,"url":"https://alion.io/job/davies-group-service-delivery-manager","title":"Service Delivery Manager","company":{"id":672845,"name":"Davies Group","domain":"davies-group.com","url":"https://alion.io/company/davies-group","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":22,"ghost_share":0,"stale_share":0,"repost_share":0.091,"time_to_fill_p50_days":15,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"MT","utc_offset_min":-7,"utc_offset_max":-7},"hiring_geo_confidence":"inferred","locations":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":71600,"max":107500,"currency":"CAD","period":"year","gross":null,"usd_annual":76593},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-28T17:07:45Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-12T15:20:43Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"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.\nThe 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.\nKey Responsibilities\nService Delivery & Operations\nOwn and oversee end-to-end IT service delivery across all regional sites. \nEnsure high availability, performance, and reliability of IT services. \nAct as the regional escalation point for major incidents, ensuring effective communication and rapid resolution. \nLeads complex escalations and the business-facing response to major incidents.\nManage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs.\nStakeholder Management & Engagement\nAct as the primary interface between global service owners, local IT teams, and regional business leadership. \nBuild strong partnerships with business leaders, site managers, and country IT teams. \nFacilitate regular service reviews, performance reporting, and feedback sessions. \nTranslate business feedback and operational pain points into actionable service improvement initiatives. \nCommunicate risks, impacts, and service updates proactively across stakeholders.\n Service Governance & Continuous Improvement\nEnsure adherence to ITIL-aligned processes and global IT standards. \nDrive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs). \nMonitor service performance using dashboards and reporting frameworks. \nLead monthly operational and service review meetings.\nIncident, Problem & Change Management\nReduce major incidents and improve SLA Performance achievement. \nDrive proactive problem management to eliminate recurring issues. \nEnsure high change success rates and minimize emergency changes. \nSupport smooth coordination of maintenance activities and releases.\n Service Transition & Project Support\nEnsure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU). \nPartner with project teams to ensure operational readiness and service acceptance criteria are met.\nVendor & Supplier Management\nManage regional vendor relationships and performance. \nEnsure vendors meet contractual SLA obligations. \nLead structured vendor governance, performance reviews, and escalations.\nCapacity Planning & Compliance\nSupport capacity and demand planning to meet regional business needs. \nEnsure compliance with regional regulations, including data residency, labour laws, and audit requirements.\nRisk & Compliance Management:\nEnsure adherence to IT governance, compliance, and security policies. \nManage service-related risks and escalate where appropriate. \nDrive initiatives to improve audit readiness and regulatory compliance. \nSkills, Knowledge & Expertise\n Experience and Education\nProven experience (typically 10+ years) in IT Service Delivery roles \nDemonstrable experience managing regional or multi-site IT environments. \nExperience working within global / matrixed organisations. \nStrong background in ITIL-based service management frameworks. \nExperience in vendor and supplier management. \nTrack record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-scale transformation or service transition programmes. \nExposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models. \nStrong understanding of ITIL processes (Incident, Problem, Change, Service Level).\nKnowledge of core IT services (EUC, Networks, Cloud, Applications).\nUnderstanding of service metrics (SLA, XLA, KPIs) and reporting.\nAwareness of governance, risk, and compliance requirements.\nAwareness of AI and automation and their use in improving service delivery and user experience.\nStrong attention to detail with the ability to produce high-quality, professional deliverables, with clear and effective written and verbal communication skills\n Essential Requirements\nAbility to operate effectively in a regional and global environment.\nWillingness to participate in on-call escalation for major incidents.\nAbility to travel regionally as required.\nStrong customer focus with a commitment to continuous improvement.\nExperience driving service governance and performance frameworks.","description_format":"text","description_chars":4837,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Services","Business Process Outsourcing (BPO)","InsurTech"],"lifecycle":[{"event":"open","at":"2026-10-29T17:07:45Z"}],"visa":[],"liveness":{"score":64,"band":"ok","label":"Likely open","p_open":1,"p_active":0.858,"p_room":0.75,"age_days":14,"expected_fill_days":15,"reasons":["conf:1","velocity","win:late","comp:brand"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":76593,"is_top_pay":false},"html_url":"https://alion.io/job/davies-group-service-delivery-manager","json_url":"https://alion.io/job/davies-group-service-delivery-manager.json","meta":{"generated_at":"2026-11-12T20:05:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":42448,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":672845},"rest":"https://alion.io/mcp/rest/get_company?id=672845"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdavies-group-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdavies-group-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdavies-group-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/davies-group-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdavies-group-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3471077}},{"tool":"search_jobs","arguments":{"company":"davies-group.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3471077},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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