Service Delivery Lead

We are seeking an experienced and proactive professional to serve as a Service Delivery Lead for a major enterprise client. This role is central to ensuring effective account oversight, service delivery excellence, and the continued growth of our managed services portfolio. The successful candidate will leverage deep expertise across IT service management, asset management, applications, infrastructure, and vendor management to build strong stakeholder relationships and drive operational performance. Acting as the primary onshore point of contact, you will provide comprehensive governance and delivery leadership across the engagement.

Responsibilities

Key responsibilities include:

• Service Delivery Leadership Oversee endtoend service delivery, ensuring alignment with contractual obligations, performance standards, and governance frameworks.

• Stakeholder & Relationship Management Maintain strong, transparent communication with client stakeholders and internal teams to support ongoing account health.

• Account Development Identify opportunities to expand service offerings by understanding evolving client needs and recommending valueadded solutions.

• Governance & Reporting Lead governance meetings, provide insights, and ensure followthrough on action items and strategic initiatives.

• Advisory & Vendor Management Offer guidance on supplier agreements, contractual considerations, and negotiation strategies while collaborating with internal teams on vendorrelated matters.

• Industry Awareness Stay informed on relevant market trends and best practices to enhance service quality and operational effectiveness.

• Team Enablement Support onboarding and knowledge transfer for new team members, ensuring alignment with client expectations, compliance requirements, and security protocols.

Education & Experience Requirements

• Bachelor s degree in a relevant field (advanced degree preferred).

• 15+ years of experience in IT outsourcing or managed services, with strong expertise in ITSM, ITAM, and multitower service delivery.

• Proven experience managing complex enterprise accounts within regulated or highly structured environments.

• Strong background in client engagement, vendor management, and global delivery models.

• Excellent analytical, communication, and executivelevel presentation skills.

Additional Information

This is a remote role based in Toronto, Ontario, Canada. Occasional travel may be required. Responsibilities may evolve based on business needs.