Service Delivery Manager

Job Description

<p><span><span><span>About Corporate Networks</span></span></span></p><p><span><span>For over </span><span>40</span><span> years, Corporate Networks has delivered comprehensive IT solutions to K–12, public, SMB, and enterprise sectors from our headquarters in Fort McMurray. We believe in building true partnerships with our clients, grounded in trust, value, and a deep understanding of their business needs. </span><span>Through our Stratos Managed Services and Surric Cloud platforms, we deliver dependable, purpose-driven technology solutions that support long-term growth and success</span><span>. </span><span>Our culture is defined by our core values and our purpose—adding meaningful value to the lives of our clients and our team.</span></span></p><p><span><span><span>General Description and Primary Role:</span></span></span></p><p><span><span>We are </span><span>seeking</span><span> a highly driven and results-oriented </span></span><span><span><span>Service Delivery Manager</span></span></span><span><span> who thrives in a</span><span>n evolving</span><span> environment and is passionate about creating operational efficiencies, delivering exceptional client experiences, and leading high-performing teams.</span><span>Th</span><span>is </span><span>role </span><span>is responsible for managing the day-to-day activities of </span><span>the </span><span>technical service delivery </span><span>team</span><span>.</span><br><br></span></p><p><span><span>This leadership role is ideal for someone who excels at juggling multiple priorities, streamlining service delivery, and inspiring teams through coaching and mentorship. </span><span>You’ll</span><span> oversee day-to-day service operations and project execution, ensuring excellence in both internal performance and external client satisfaction. </span><span>You will </span><span>build systems, </span><span>driving</span><span> accountability, and creating a culture of </span><span>results</span><span>, ownership, and continuous improvement. </span><span>This role </span><span>is responsible for</span><span> creating and managing efficient service / project delivery structure and processes to </span><span>maintain</span><span>, team morale, customer satisfaction and the financial targets </span><span>required</span><span> for company growth.</span></span></p><p><span><span><span>Responsibilities by Function</span></span></span></p><p><span><span><span>Leadership</span></span></span></p><ul><li><span><span>Ensuring the entire support team </span><span>is</span><span> living our </span><span>purpose and </span><span>core values</span></span></li></ul><ul><li><span><span>Provide leadership to the technical group for day-to-day service and project delivery</span></span></li></ul><ul><li><span><span>Improve upon</span><span> the </span><span>“</span><span>Corporate Networks Way</span><span>”</span><span> - </span><span>s</span><span>ystems</span><span>, </span><span>s</span><span>tructure</span><span>s</span><span> and </span><span>b</span><span>est </span><span>practices </span><span>for highest OML</span></span></li></ul><ul><li><span><span>Actively coach employees, fostering professional growth through structured development plans</span></span></li></ul><ul><li><span><span>Maintain </span><span>h</span><span>igh </span><span>e</span><span>mployee </span><span>m</span><span>orale</span><span> and </span><span>performance</span></span></li></ul><ul><li><span><span>Attract, </span><span>retain</span><span>, and grow top talent through recruitment and employee engagement strategies</span></span></li></ul><ul><li><span><span>Deliver on </span><span>Best-In-Class (</span><span>BIC</span><span>)</span><br><span>f</span><span>inancial </span><span>targets</span></span></li></ul><p><span><span><span>Service </span><span>Delivery and </span><span>Project </span><span>Management</span></span></span></p><ul><li><span><span>Ensure consistent execution </span><span>of</span><span> the </span><span>“</span><span>Corporate Networks Way</span><span>”</span></span></li></ul><ul><li><span><span>Act as the champion for client satisfaction and service excellence</span></span></li></ul><ul><li><span><span>Proactively m</span><span>anage </span><span>support</span><span> team workload and daily scheduling for </span><span>optimal </span><span>efficiency based on urgency and deadlines</span></span></li></ul><ul><li><span><span>Proactively m</span><span>anage project </span><span>workload</span><span>s</span><span> and </span><span>timelines to ensure deadlines are met</span></span></li></ul><ul><li><span><span>Ensure p</span><span>roactive management of </span><span>client’s </span><span>technology </span><span>infrastructure</span></span></li></ul><ul><li><span><span>Daily q</span><span>uality assurance</span><span>, </span><span>audit of </span><span>efficiency</span><span>,</span><span> and billing approval of work performed</span></span></li></ul><ul><li><span><span>Upkeep </span><span>and management </span><span>of documentation and processes</span></span></li><li><span><span>Establish escalation process and c</span><span>ommunicat</span><span>e </span><span>service-related</span><span> issues</span><span> internally and externally</span></span></li></ul><ul><li><span><span>P</span><span>rovide </span><span>meaningful </span><span>reports </span><span>on service </span><span>performance,</span><span> team KPI’s, </span><span>and client health to senior management</span></span></li></ul><ul><li><span><span>Monitor and meet targets for service efficiency, profitability, and client satisfaction</span></span></li></ul><ul><li><span><span>Onboarding of new technicians</span><span> and ensure </span><span>efficient </span><span>integration</span><span> and success</span></span></li></ul><p><span><span><span>Key </span><span>Attributes</span><span>:</span></span></span></p><ul><li><span><span>A people-first leadership style that balances compassion with results</span></span></li></ul><ul><li><span><span>Strong organizational and decision-making skills, with the ability to prioritize effectively</span></span></li></ul><ul><li><span><span>A proactive mindset with a focus on accountability, and continuous improvement</span></span></li></ul><ul><li><span><span>Excellent communication and interpersonal abilities</span></span></li></ul><ul><li><span><span>Comfort</span><span>able</span><span> working in a</span><span>n</span><span> evolving environment where priorities shift</span></span></li></ul><ul><li><span><span>Understanding of basic business finance and the operational levers that drive performance</span></span></li></ul><ul><li><span><span>A passion for client service and creating a seamless support experience</span></span></li></ul><p><span><span><span>Education and Experience Requirements:</span></span></span></p><ul><li><span><span>A </span><span>Bachelor’s Degree in business</span><span> / </span><span>IT</span><span> or related field</span></span></li></ul><ul><li><span><span>5</span><span>-</span><span>7 </span><span>years’ </span><span>management </span><span>experience</span><span>, preferably </span><span>in </span><span>an MSP and Service Delivery Environment.</span></span></li></ul><ul><li><span><span>Proven </span><span>track record</span><span> of coaching, mentoring, and managing technical teams.</span></span></li></ul><ul><li><span><span>Experience in developing strategic goals and plan</span></span></li></ul><ul><li><span><span>Leadership training certification an asset</span></span></li></ul><ul><li><span><span>Valid Alberta Driver’s License</span></span></li></ul><p><span><span><span>Compensation and Benefits:</span></span></span></p><ul><li><span><span>Competitive salary based on experience and qualifications</span></span></li></ul><ul><li><span><span>Comprehensive health, dental, and vision benefits</span></span></li></ul><ul><li><span><span>Performance based incentives</span></span></li></ul><ul><li><span><span>An empowering, values-driven company culture that invests in its people</span></span></li></ul>
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