We are looking for Service Delivery Manager for our client in Mississauga, ON
Job Title: Service Delivery Manager
Job Location: Mississauga, ON
Job Type: Contract
Job Overview:
Requirement/Must Have:
- 8+ years of experience in IT Services Consulting or Managed Services.
- 3+ years of experience in Service Delivery Management.
- Strong understanding of ITIL processes and service management frameworks.
- Experience managing multiple projects and client engagements.
- Proven ability to handle stakeholders at various levels.
- Strong project management and risk management skills.
- Strong verbal and written communication skills.
- Excellent communication and presentation skills.
- Ability to communicate effectively with stakeholders.
- Experience with resource management and workforce planning.
- Bachelor s Degree in Engineering, Technology, Computer Science, or related field.
Responsibilities:
- Manage end-to-end service delivery for assigned accounts and projects.
- Ensure adherence to SLAs, KPIs, and contractual commitments.
- Drive operational excellence and continuous service improvement initiatives.
- Monitor project health, risks, dependencies, and escalations.
- Ensure timely and high-quality delivery of services.
- Act as the primary point of contact for delivery-related matters.
- Build and maintain strong relationships with stakeholders.
- Conduct regular governance meetings and service reviews.
- Address and resolve concerns and escalations proactively.
- Ensure high satisfaction and account growth.
- Manage resource planning, allocation, and utilization.
- Lead cross-functional and geographically distributed teams.
- Support recruitment, onboarding, and workforce planning activities.
- Mentor team members and drive performance management initiatives.
- Foster a culture of collaboration and accountability.
- Track project revenue, margins, and profitability.
- Manage budgeting, forecasting, and cost optimization.
- Ensure accurate invoicing and revenue recognition.
- Support business growth through demand planning and resource forecasting.
- Identify delivery risks and implement mitigation plans.
- Ensure compliance with organizational and policy requirements.
- Support audits, security requirements, and governance processes.
- Monitor adherence to quality standards and best practices.
Nice to Have:
- Experience in Insurance, Banking, Healthcare, or Financial Services domains.
- Knowledge of Agile, Scrum, and Waterfall methodologies.
- Experience with Managed Services engagements.
- Familiarity with ServiceNow, Jira, MS Project, or similar tools.
- ITIL Foundation or Intermediate Certification.
- PMP, Prince2, or Scrum certifications.
- MBA or equivalent qualification.
Skills:
- Service Delivery Management.
- ITIL.
- Stakeholder Management.
- Project Management.
- Resource Management.
- SLA/KPI Management.
- Risk Management.
- Financial Management.
- Managed Services.
- Team Leadership.
- Workforce Planning.
- Governance & Compliance.
- Agile.
- Scrum.
- Waterfall.
- ServiceNow.
- Jira.
- MS Project.
- Strategic Thinking.
- Problem Solving.
- Conflict Resolution.
- Decision Making.
- Financial Acumen.
- Operational Excellence.
Qualification And Education:
- Bachelor s Degree in Engineering, Technology, Computer Science, or related field.
- MBA or equivalent qualification is preferred.
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Benefits
Our Benefits Include:
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Health Savings Account (HSA)
- Disability Insurance (Short-Term and Long-Term)
- Life and AD&D Insurance
- Paid Sick Leave (where required by applicable state or local law)
- Supplemental Insurance Plans
- Identity Theft Protection
- Pet Insurance
- Employee Wellness Programs
- Employee Assistance Program (EAP)
- Career Growth and Professional Development Opportunities
Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.
About Cynet Systems
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.
As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.
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