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IT Service Delivery Manager
Senior IT service delivery leader overseeing client engagements, SLA performance, and a cross-functional delivery team.
If you’re the person clients call when things get complicated — and you actually enjoy that — this opportunity was built for you.
You’ve spent your career managing service delivery in environments where the margin for error is thin and the expectations are high. You know what it means to be the SPOC in the room when executives need answers. You’ve built the process, run the team, and taken ownership of outcomes from end to end. Now there’s a seat at the table that matches what you’ve been doing — with the autonomy to do it your way.
This role sits at the intersection of operations, client relationships, and people leadership. You’ll be responsible for the full lifecycle of complex IT service engagements — from scope definition through delivery, escalation management, and stakeholder reporting. You’ll manage a dedicated team and collaborate across Engineering, Operations, Sales, and Product. The environment is demanding, multi-client, and fast-moving — exactly the kind of place where experienced delivery leaders thrive.
What makes this opportunity worth your attention is the combination of visibility and autonomy. You’ll report to a Program Manager and operate with general direction — meaning you own the methods and the approach. The work is genuinely complex, the clients are real, and the team around you is resourced to succeed.
Why This Opportunity Is Different
Most IT service delivery roles slot you into an existing framework and ask you to maintain it. This one asks you to shape it. You’ll define best practices, build operational processes, and bring your own approach to how delivery gets done — within a well-established organization that has the infrastructure to support serious execution. You won’t be a coordinator. You’ll be the person responsible for how service engagements perform, full stop. Cross-functional exposure across Engineering, Operations, Sales, and Product means your impact reaches beyond your immediate team. And you’ll have direct access to leadership without having to fight for a seat at the table.
What You’ll Be Doing
Define project scope, goals, and deliverables in collaboration with client requirements and business objectives Implement best practices and tools tailored to engagement scope and delivery needs Enforce engagement schedules and manage both direct and shared resources to hit deadlines Serve as SPOC for all engagement escalations — driving resolution and reporting status to stakeholders at every level Manage the interface between clients, engineers, and local and remote support teams Design and operate processes that blend vendor capabilities with customer expectations Coach, mentor, and hold your delivery team accountable for performance and outcomes Prepare internal and external status reports for active engagements Consult clients on scope, technical capabilities, and operational limitations Identify engagement strengths and gaps — and act on both
What We’re Looking For
- 7+ years of experience in a complex IT service delivery environment supporting end-user IT infrastructure
- Active ITIL Foundation (ITIL-F) certification — required
- Active Project Management Professional (PMP) certification — required
- Bachelor’s degree or equivalent combination of education and experience
- Demonstrated experience managing teams including hiring, performance management, and corrective action
- Proven ability to develop and maintain strong client relationships and drive satisfaction and loyalty
- Exceptional verbal and written English communication skills — you present clearly to clients and executives Skilled at managing multiple concurrent engagements with competing deadlines
- Cross-functional collaboration experience across Engineering, Operations, Sales, and Product Strong sense of urgency — work gets done in the expected timelines, not around them
Compensation & Work Model
Compensation is competitive and will be discussed during the screening process.
Employment Type: Full-Time, Permanent
Work Model: Onsite Schedule: Monday through Friday, regular business hours
Location & Travel
Based in Ontario. Specific location details will be confirmed during the screening process.
How to Apply
To apply or learn more, contact: Chelsea.Garcia@tappwfs.com OR Aimee.Santos@tappwfs.com
About TAPP Workforce Solutions
TAPP Workforce Solutions is a specialized recruitment and workforce solutions firm supporting organizations across skilled trades, engineering, manufacturing, and professional services. We act as an extension of our clients’ teams, delivering thoughtful, relationship-driven hiring solutions focused on long-term fit, performance, and retention.