IT Manager - Service Delivery

Reports to	Vice President Operations and Engineering
Team	30 delivery staff in Canada, 25 overseas, in India
Portfolio	Contracted ITO clients including a federally regulated financial institution
Location	Markham, Ontario. On site five (5) days per week
Terms	Full time, permanent. $90,000 to $120,000 per year plus a performance incentive of up to 10% of base salary.

Pathway Communications is a managed IT and cybersecurity services provider based in Markham, Ontario. We have been in business since 1995. Pathway operates a wholly-owned Tier III data centre in Markham and employs approximately 200 staff across Canada and overseas. The Service Delivery Manager is responsible for the complete service, operational and financial performance of the managed IT services portfolio and has direct accountability for the care and retention of every client. The incumbent will manage and maintain contracted service quality and SLAs, increase profitability and margins through up-selling and ensure training, productivity and professional development of staff.
Technical and customer service delivery staff in Canada and the India office report to the Service Delivery Manager. This is a technical service delivery role in a managed IT services business. It is not a specialised project management or sales role.

• Onboarding: Ensure every new client transition from contract signature to steady state meets agreed targets for quality, time and cost. Confirm documentation, monitoring coverage, access and runbooks are completed before a service goes live.
• Service levels: Maintain monthly service levels to meet committed targets in each client Master Services Agreement and Statement Of Work. Implement methods to minimise breaches; analyse and remediate every adverse incident with root cause and corrective action with an owner and a date.
• Incident management: Manage escalations, client communication and updates while incidents are open and provide appropriate updates to clients and relevant stakeholders. Monitor problem management so that repeat incidents are eliminated.
• Profitability: Meet targets for account revenue growth, gross margin, staff utilization and productivity. Produce a monthly forecast of revenue, cost and margin by account.
• Client relations: Meet every ITO client at least monthly and perform a formal service review with senior client stakeholders at least quarterly. Run at least one customer satisfaction survey annually per client and meet CSAT targets.
• Retention: Maintain a written health account for every client and plan contract renewals well in time with named risks, owners and dates. Provide management early warning of any account at risk, with evidence and a recovery plan.
• Growth: Identify additional scope within existing clients and work with the sales team to convert this to recurring revenue.
• Innovation: Work with the automation and security teams to put at least one process or service improvement into production every six months. Measured results will relate to costs, quality, efficiency or income.
• Staff: Manage Canadian and overseas service delivery staff. Streamline performance evaluations, training and development and manage development and retention of high-quality employees. Fine tune performance-based incentive plans for front line Service Desk teams to make them more effective.
• Governance: Respond to client third party risk questionnaires, audit requests and certification support requests. Performance is measured against four objectives: service quality, financial performance, innovation and staff development.

1. A Bachelor’s Degree in Information Technology, computer science, engineering or business, or equivalent.
2. At least 12 years in IT infrastructure operations and management. Of these, five or more years must have involved leading service delivery teams, preferably with a managed IT services provider or technical business process outsourcing operation. Must have had full responsibility client management.
3. Experience for meeting contracted service levels and targets for gross margin, financial performance, quality and innovation targets for multiple contracted clients.
4. Direct people management of technical delivery staff, preferably across multiple locations.
5. ITIL certification at Foundation level or above. Entitled to work full time in Canada and located within reasonable commuting distance of Markham.

Strong technical knowledge of IT infrastructure and operations: Windows and Linux servers, Microsoft 365 and Entra ID, Azure or AWS, virtualization, backup and recovery, storage and networking. Cybersecurity knowledge should including firewalls, IDS/IPS systems, observability/SIEM, triage, vulnerability assessments, privileged access controls and endpoint management. You should also have worked with ITSMs and contact centre operations, including queues, workflows, SLAs and reports. Technical depth should be sufficient to solve complex engineering problems across various technical areas.

• Service delivery to multiple clients across financial, manufacturing, legal, government and municipal institutions.
• Managing third party risk questionnaires and certification audits for clients.
• ITIL 4, PMP, PRINCE2 7, Lean or Six Sigma Belt.
• Direct experience managing data centres and colocated infrastructure.
• Contract negotiations skills and experience. Ability to help craft master services agreements and statements of work and convert these into operational targets and staffing plans.

This is a full-time on-site position with five days of work each week at the Markham Office. You should be comfortable commuting to and from the office location to your place of residence. There may be requirements for visiting clients and occasional work after hours to deal with major incidents or escalations. Pathway offers a fulfilling and rewarding work environment with extensive opportunities to learn, contribute and grow.

Please send in a detailed resume to [email protected] within seven days. This posting is for an existing vacancy, and Pathway may, at is discretion, use artificial intelligence in screening applicants. We are an equal opportunity employer. Accommodation is available on request at any stage of the selection process.

We thank all candidates, but only those selected for an interview will be contacted. We are not accepting calls from recruitment professionals currently.

Disclaimer: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.

Pathway Group of Companies is an equal opportunity employer and is committed to providing equal treatment with respect to employment without discrimination because of race, ancestry, place of origin, citizenship, creed, sex, sexual orientation, age, marital status, family status, disability, color, or ethnic origin as required by the Ontario Human Rights Code.